Computerware

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.

Expectations
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.

Penalties
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.

Costs
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
 

Comments

No comments made yet. Be the first to submit a comment
Already Registered? Login Here
Guest
Friday, June 22, 2018

Captcha Image

Mobile? Grab this Article!

QR-Code dieser Seite

Tag Cloud

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

toner1.7