Businesses are struggling to keep up with the influx of new technologies in this fifth industrial revolution. As a business owner, chances are that you have already hired or are looking to hire the perfect managed services provider (MSP) for you.

 

Hiring an MSP will bring in secure, seamless and efficient IT services from the most seasoned IT professionals. Giving you access to cutting-edge technology and enhanced cybersecurity management at a fraction of the cost of hiring an in-house team.

Allowing you to transform IT development from a challenge to a strategic advantage. However, to hire the best MSP for you and your business, you need to carefully look at the company’s SLA.

 

What Is A Managed Services SLA?

 

A Managed Service Level Agreement (SLA) is basically a formal agreement between the Managed Services Company (MSP) and your business. This document goes into detail about the services the MSP can provide.

SLAs act as a guarantee. They ensure that both parties have a clear and accurate understanding of their roles and responsibilities. Making sure that the service provided is perfectly compatible with the business’s needs and brings maximum satisfaction to the customer while clarifying any expectations and minimizing chances of disputes.

 

Why Is An MSP SLA Important For Your Business

 

This SLA will be essential for you if you seek to outsource your IT services. It will help bring clarity in the partnership by going over every possible detail and reduce the chance of any misunderstanding. Plus detailed metrics for e.g. on resolution times and uptime percentages will allow you to judge the MSP’s performance effectively.

An SLA will also go over the scope of services, such as response times and support levels. Allowing you to set clear expectations and establish any penalties or service credits in case those expectations are not met. Regular SLA reviews will encourage continuous improvement, fostering a relationship that supports long-term growth and stability.

 

Here Are 8 Things To Look For In A Managed Services SLA

 

1. Service Scope

   Hiring an MSP will give you access to a lot of specialist expertise. Therefore, it’s essential to clearly define the services you will need. Including details about what you want them to cover and what you don’t.

   A managed services SLA will include all details for example the scope of work and the response time you expect. Once these elements are agreed upon it will ensure that your partnership works smoothly and that both parties are on the same page.

2.  Performance Metrics

   Setting a standard for the performance you expect is important because while hiring an MSP will give you access to skilled IT professionals with knowledge of the best practices and latest technologies in the world.

   It is still essential to have clear communication about the type and level of performance you expect. This will help them cater to your needs exclusively and ensure that you get the best experience as a customer.

3. Support Hours

   Many MSPs offer round-the-clock service, so they can ensure that issues are identified and resolved quickly and that there is minimal downtime. Having these services on hand will allow you to focus on the growth and innovation of your business.

   Although, it is still important to verify whether support is available 24/7 or only during business hours.

4. Escalation Procedures

   Here the SLA will cover the steps and protocols your MSP team will use to handle unforeseen circumstances. It will include details about the response time, use of specialised expertise, notification timelines and more.

   This section will help set clear roles and create a roadmap for how such problems will be solved. It will hold both parties accountable for efficient issue resolution while giving you clear visibility into how problems will be handled.

5. Security Provisions

   One of the main purposes of MSPs is to improve a firm’s data security and proactively manage cybersecurity risks. An SLA will clearly lay out the cybersecurity protocols that will be provided by the MSP for example firewalls, intrusion detection systems and regular assessments.

   The details here will discuss how the MSP will mitigate risks and security threats in a timely manner to help you minimize business disruptions and protect sensitive data. Creating trust between the company and the client by guaranteeing high levels of data and system security.

6. Customization Options

   SLAs allow firms to customize and tailor the services they’ll need from an MSP. This could include cloud configurations, network designs or industry-specific IT set ups that are unique to your business.

   It will also cover how services are changeable as your business grows and how the MSP will work with you in adapting to that change.

   Clarity here will help build more trust and ensure tailored support throughout the collaboration. Which will allow you to get the best IT services for your business model while helping you keep up with the ever-changing technology advancements and market trends.

7. Penalties For Non-Compliance

   This section will set clear remedies in case the agreed-upon performance standards are not met.

   Here you will get the chance to clearly outline what you will consider as noncompliance, the possible penalties in case of an issue and how you expect to be compensated for possible damages. It should also outline in what situations mistakes can be let go.

   This will ensure accountability on the MSP’s end to agree on service levels and provide financial and operational guarantees to the client as well.

8. Exit Clause

   This part will include a clear roadmap in case you and the MSP part ways. creating a smooth transition plan and encouraging professionalism by setting expectations for contract dissolution.

   This will allow you to look at possible conditions under which the SLA can be terminated, the required notice period and data transfer and how MSP may provide support in the transition period.

 

Going over these points is not only important for understanding an SLA but also in choosing the right managed service provider for you. Having a comprehensive MSP SLA is essential for your business to ensure seamless operations, minimize downtime, and safeguard your growth and profitability.