facebook linkedin twitter

Computerware Blog

Introducing the Service Level Agreement

Introducing the Service Level Agreement

Every business will face a major technology problem at one time or another. Whether it is because your server just decided to quit on you, or you have received a not-so-friendly worded letter telling you to stop using a piece of software, managing technology for a whole organization is difficult. In cases like this, partnering with a managed service provider can be a real benefit. If you are going to choose to outsource some or all of your IT management to a provider, you will likely have to sign a service level agreement (SLA). Today, we look at the purpose of a SLA and how it works to benefit both parties of the agreement.

What is an SLA
The service level agreement is a written understanding. It outlines the expectations of both parties. Typically, the agreement is created by the service provider and is intended to outline the terms of service.

An MSP’s SLA will cover two major factors:

  1. Uptime/Downtime - Every MSP will offer its core services that include remote network monitoring and backup and recovery. With these two services carried out by professional IT technicians almost any organization can keep downtime to a minimum. The language in the SLA will speak to the percentage of downtime your provider will guarantee.
  2. Response Time - This is the measure of how much time a provider has before they need to be on point. If you have an issue, most of the time, the quicker the response time, the more expensive the service is going to be. Your SLA will outline the achievable expectation that will have to be met.

Beyond that, the SLA will establish is a description of the service that has been contracted. The SLA will outline the specifics of what you can expect in the entirety of your business relationship. Variables like how many user/endpoints will be managed and maintained should be clearly outlined in detail so there is no ambiguity in the expectations of what is covered under the agreement and what isn’t.

The SLA will have language that sets up a scenario when the service provider doesn’t meet the expectations of the agreement, and vice versa. Typically, if a service provider fails to meet the terms of the agreement, complimentary service will be offered. Meanwhile, if the customer doesn’t meet their end, a normal SLA will protect the service provider and allow them void and walk away from the agreement.

The cost of doing business will be outlined thoroughly. Since most MSPs can’t prosper unless their clients do, it makes the cost decision pretty agreeable, in person, and on paper. It basically serves to outline the financial and time expectations that each party is agreeing to provide one another.

Your SLA Is Important
Business can be very stressful, and if you don’t get what you are paying for, you can really put your whole organization in a bind. When outsourcing your IT management, you have to know that your provider is going to live up to their end of any agreement you have with them. So while there are MSPs out there that don’t follow their SLA to a T, not doing so is a major disservice to their clients, in our view. Have you had problems with your IT provider in the past and want someone to stop giving excuses and do better? Our IT professionals understand. Call us today at (703) 821-8200 and see how we can provide you with valuable and affordable services designed to improve business.

Solar Energy Can Be a Boon to Businesses
Technology Basics: Encryption


No comments made yet. Be the first to submit a comment
Already Registered? Login Here
Sunday, May 19, 2019

Captcha Image

Mobile? Grab this Article!

QR-Code dieser Seite

Tag Cloud

Security Tip of the Week Technology Best Practices Privacy Internet Cloud Business Computing Software Business Management Hackers Data Microsoft Backup Workplace Tips Hardware Managed Service Provider Productivity Network Security Business Email Hosted Solutions Malware Saving Money IT Services Efficiency IT Support Google User Tips Small Business Computer Innovation Smartphones Mobile Devices Quick Tips Gadgets Social Media Business Continuity Network Microsoft Office Productivity Android VoIP Disaster Recovery Data Backup Virtualization Collaboration Communication Mobile Office Server Data Recovery Smartphone communications Upgrade IT Support Mobile Device Management Miscellaneous Phishing Cybersecurity Tech Term Ransomware Windows 10 Facebook Unified Threat Management Windows Holiday Remote Monitoring Operating System Vendor Management Passwords Apps Analytics Automation Mobile Computing BYOD Remote Computing Managed IT services Users WiFi BDR Mobile Device Outsourced IT Internet of Things The Internet of Things Apple Data Management Marketing Artificial Intelligence History Firewall Alert Browser App Save Money Managed IT Services Encryption Big data IT Consultant Cloud Computing Office 365 Office Bring Your Own Device Help Desk Maintenance Printer Antivirus Two-factor Authentication Gmail Health Spam Bandwidth Content Filtering Going Green Windows 10 Budget Wireless Technology Training Virus Tech Support Search Business Technology Cybercrime Hiring/Firing Best Practice Information Technology Hard Drives Lithium-ion Battery Cost Management Managed IT Outlook Windows 8 Saving Time VPN Travel Education Networking Update Customer Service Access Control Healthcare It Management Recovery Phone System Blockchain Employer-Employee Relationship Money Document Management Hacking IBM Computers Augmented Reality Twitter PowerPoint Intranet Information Humor Legal Administration Risk Management Regulations File Sharing Government Website SaaS Save Time Hard Drive Applications iPhone Mobility Managed Service Law Enforcement Password Compliance Running Cable Proactive IT Data storage Websites Cryptocurrency Telephony Laptop Machine Learning User Management Business Growth Telephone Systems Social Vulnerabilities Wireless Paperless Office DDoS Sports Business Intelligence Data Security Digital Payment Computing Avoiding Downtime Disaster End of Support Router Downtime Google Maps Patch Management Hosted Solution Robot Word Retail Data Loss Current Events Comparison Tablet Social Engineering Scam Securty Cortana Company Culture Value Computer Repair Excel Solid State Drive Data Breach Social Networking Hacker Digital Fax Server Flexibility Customer Relationship Management Project Management Black Market Network Congestion USB Google Docs Gaming Console Presentation Start Menu Tech Terms Microchip Taxes Mobile Technology Experience Monitors Streaming Media Webcam Virtual Desktop Software as a Service Cleaning Distributed Denial of Service Text Messaging Specifications Safety Office Tips Uninterrupted Power Supply Documents Public Cloud Vulnerability YouTube Heating/Cooling Bitcoin Net Neutrality Entertainment Voice over Internet Protocol Windows 7 Unified Communications Settings Chrome Identity Theft Storage Data Protection Inbound Marketing Politics Distribution Computer Accessories Virtual Reality Emails eWaste User Error IT service Pain Points Automobile Co-managed IT Conferencing Redundancy Trending Chromebook Mouse Computing Infrastructure Hack Cooperation Evernote Bluetooth How To Download Processors Lifestyle Programming Private Cloud Vendor Monitoring Virtual Assistant Statistics Deep Learning Point of Contact Books Saving ZTime Workers Legislation Microsoft 365 Error Fake News Work/Life Balance Wi-Fi Administrator IT Plan Business Owner Processor Enterprise Resource Planning Audit Supercomputer Accountants Medical IT A.I. Data Warehousing Best Practives Visible Light Communication Memory email scam Browsers Addiction IP Address Multi-factor Authentication Debate Security Cameras Human Resources Access IT consulting Harddrive Worker User Tip Application Emergency Hard Drive Disposal Microserver Analytic Reading Samsung Wireless Headphones Solutions Telephone Microsoft Excel Recycling GPS Migration Navigation Connected Devices Computer Care CIO Product Reviews External Harddrive Employer Employee Relationship Equifax Professional Services Fleet Tracking Google Drive Windows Server 2008 Advertising Flash G Suite Data Analysis Network Management Hacks Physical Security Device security GDPR MSP Spyware Mobile Payment Get More Done Windows XP Read Digital Signature Licensing Staffing Google Wallet Printing Turn Key Displays Relocation Thin CLient Teamwork Tablets Nanotechnology Integration Social Network Printer Server Society Banking 3D Botnet Desktop Ebay Tech Finance Electricity Micrsooft Smart Phones Startup Asset Tracking Trojan Device Management Sync Business Cards Fileless Malware Service Level Agreement Business Managemenet Notifications CCTV PDF Modem Username cache Television Content Management Unified Threat Management Proxy Server Backup and Disaster Recovery Organize Drones Term Gamification WannaCry Downloads Reliable Computing Leadership Best Available Electronic Medical Records Screen Reader Keyboard Transportation Customer Resource management Business Metrics Adminstration Computer Malfunction Pirating Information Smart Tech Recording Time Management Freedom of Information Permissions Language online Currency In Internet of Things Piracy Directions Upload Domains Corporate Profile HTML SSID Assessment SharePoint Fiber-Optic Dark Web Database Public Speaking Motion Sickness Mobile Security Processing Google Calendar switches Writing Scalability Health IT Shortcut Employee/Employer Relationship Telephone System Tip of the week Webinar Music LinkedIn Upgrades Messenger Tracking Multi-Factor Security Entrepreneur Logistics Cost Touchscreen News Software License Troubleshooting Managed IT Service Trends VoIP Skype Rental Service Meetings Devices Environment Consultation LiFi Archive Upselling Fraud HIPAA Bookmark Tactics Knowledge Web Server UTM Video Surveillance Electronic Payment Google Play Content Technology Tips Cabling Competition Capital 3D Printing Productuvuty Printers Managing Stress CrashOverride Regulation