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Set up a monitoring programme that measures and reports on the agreed journeys 

24/7.

Service level agreements

To ensure the best speed and availability a company should check the 

service level agree-

ments (SLAs)

 carefully when outsourcing website hosting services. The SLA will define 

confirmed standards of availability and performance measured in terms of the latency or 

network delay when information is passed from one point to the next. The SLA also includes 

notification to the customer detailing when the web service becomes unavailable with rea-

sons why and estimates of when the service will be restored.

Security

Security is another important issue in service quality. How to control security was referred to 

in the earlier section on firewalls and is considered in detail in ‘Focus on Security design for 

digital business’ (Chapter 11, p. 572).