The SLA usually includes support, regular maintenance, hosting/infrastructure, backups/testing, and in some cases, software processes. But what it never includes is custom software development.

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WALTHAM, Mass., April 21, 2025--Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation CompanyTM, today announced that Gartner has named Pega a Leader in the Gartner Magic Quadrant for ...

Regardless of the method used, the service provider should state clearly in the SLA how the service is to be provided. Once you’re sure of the hardware in use, you will be able to ask ...