facebook linkedin twitter

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