Any successful partnership with a managed IT services provider (MSP) requires a detailed service level agreement (SLA). An SLA sets the expectations for both your company and the MSP and defines the scope, quality, and performance metrics of the services they provide. It’s not just a formality; it’s the legal backbone that ensures your provider delivers what they promise, and your legal recourse in a dispute.
Let’s break down the key elements of an SLA in IT services that you should look for and examine carefully.
Service scope
The foundation of any SLA is a clear definition of what services the MSP will provide for you. It should include the specific services the provider will deliver for you, depending on your needs and what you negotiate. Services covered might include things like network management, data backup management, cloud services, or help desk support. Carefully note what they include as part of your service package; everything must be explicitly stated.
Performance metrics
Once you’ve established what services the MSP will provide for your business, you have to ensure the SLA details how the performance of the services will be measured. This is where you’ll set concrete, measurable standards so that you know if you are getting your money’s worth.
Key performance indicators to look for
- Uptime and availability: How often service will be available (typically 99%)
- Response time: How long it will take them to respond to a request for assistance
- Resolution time: How long it typically takes the MSP to resolve different issues
Monitoring these performance metrics ensure you can hold the provider accountable if service levels fall short.
MSP responsibilities
Your IT services provider needs to clearly define their responsibilities in the SLA. These responsibilities ensure that you know exactly what they are accountable for and what falls under the provider’s purview. Think of them as the specific tasks their services will involve, such as:
- Monitoring and maintenance: Most MSPs provide continual monitoring and maintenance, so ensure their frequency and quality meet your needs.
- Disaster recovery and backup: If they are managing your backups, you need to know how soon they can promise you’ll be back up and running so you can adjust your recovery plan.
Other responsibilities may be included in your SLA depending on your MSP’s service package.
Client responsibilities
The SLA is a two-way street. There are also responsibilities your business needs to uphold to enable the MSP to perform their duties.
- System requirements: You’ll likely be required to maintain up-to-date hardware and software standards for the MSP’s services to be compatible.
- Access and information: Your team has to provide certain levels of security access to the MSP’s staff, and may have to provide certain system information in order for them to perform the agreed-upon services.
- Adherence to guidelines: The SLA might also require that your staff follow specific guidelines when reporting issues to guarantee fair and accurate records.
By clearly outlining your own responsibilities, you ensure that the MSP can provide you with the most effective and efficient IT solutions.
Security and compliance
Cybersecurity is a top priority for any small business, so your SLA should explicitly define how the MSP will help protect your data and systems. It should include the measures the provider will take to safeguard your business data, such as encryption or intrusion monitoring.
What’s more, depending on your industry, the SLA must also include how the provider will align your systems with specific security regulations such as GDPR or HIPAA. Take note of the data handling, storage, and transmission protocols.
SLA termination clauses
Don’t overlook the termination clause of the SLA, which should outline how you can end the business relationship if they fail to uphold the standards they set.
If you’ve been let down by an MSP or are just looking for a provider that can deliver more, contact us at Healthy IT. We’ve been operating for over 25 years in the New York tri-state area because we deliver on what we promise in our SLAs. Schedule a free consultation, and we’ll show you specifically how we’ll do better than your current provider.