In our years of experience in managed IT services, we’re always shocked by the number of clients who seek out managed IT partnerships without giving due thought to the Service Level Agreements (SLAs) that come along with them.
This is a problem. It’s hard for us to overstate the importance of the SLA. Your SLA defines your relationship with your managed service provider; it makes clear all roles and responsibilities in a partnership while supplying a structured framework that guarantees profitability for both parties.
As such, it’s in your best interest to take an active approach in developing your SLA by making sure the agreement contains all the information you’ll need to hold your managed services provider accountable.
What To Include In The SLA
SLAs should be created early in your partnership and should be as specific as possible. At the minimum, make sure your SLA includes the following elements:
Revising Your SLA
It is important that both the client and service provider periodically review their SLA. An SLA should be viewed as a complex agreement that can be reviewed when/if the following occur:
It is crucial that these expectations are communicated early on in a partnership so that both parties retain a full understanding of the agreement. Like any relationship, the ability to address and resolve problems strengthens the long-term value of it.
What a Bad SLA Looks Like
There are many ways to misuse an SLA. First, the SLA should not be a replacement for communication between parties. If there are any issues or complaints, it should be dealt with first while using the SLA as a final expedient. Also, a poor SLA is based off of a typical cookie-cutter template and does not represent the unique needs of the company. The failure to address these individual needs can later cause miscommunication between IT providers and their clients. Last, a bad SLA contains false hopes and promises that an IT provider is not actually able to provide. While it is important to sound reliable and promising, not being able to deliver on statements can be detrimental to a client.
Prioritize Your SLA
Make your SLA a priority in your organization, and make sure there are clear definitions, obligations, and contingencies detailed for each service offered.
Remember, your SLA is more than just a list of services you’re receiving. Your SLA is the contract between your company and your service provider. It’s your legal guarantee that your service provider will adhere to the same standards of quality that your customers have come to expect from your brand. Don’t let them down.