jimleone@gmail.com

jimleone@gmail.com

Who’s SLA Is It Anyway?

Untangling Responsibility, Liability, and the Chain of Service Dependencies Service Level Agreements (SLAs) are supposed to make things clear, a contractual promise of performance and reliability. But in today’s interconnected world, they often do the opposite. When a customer’s service…

Microsoft Presence = Schrödinger’s Status

If you’ve ever worked in a Microsoft 365 environment, you’ve probably experienced the paradox firsthand: You’re online. Outlook says you’re off. Teams says you’re active. Your coworkers think you’ve quit. Congratulations… you’ve entered Microsoft’s version of quantum mechanics! In theory,…