All About IT Service Level Agreements
- Improved clarity and understanding between the MSP and the customer
- Better guarantees regarding timing and quality standards
- Improved customer service with a communication and audit trail
- Defined remedies and penalties for poor performance or nondelivery
Top Six Things Your Company Should Look for in an IT Service Level Agreement
- Clearly defined service levels
- Commitments made by the service provider
- The quality of service that is expected
- How the quality of service will be measured
- The various IT services to be delivered by the IT provider
- How service will be provided and procedures to follow
- Details of items or services that are not included as part of the SLA
- Steps that must be followed to facilitate service delivery (logging tickets, etc.)
- Server and network uptime.
- How downtime is defined and compensation details
- Backup information and disaster recovery procedures
- Clearly defined incident response times
- Networking monitoring and hardware maintenance schedule
Service availability reporting
- Reports that provide important network information
- Performance metrics and statistics
- Information about factors affecting the SLA
- Monthly report showing incident resolution statistics
Technology access and support
- Details of the hardware and software to be provided, including vendor names, etc.
- Details of the staff requirements and the amount of equipment required
- Information about any additional requirements for nonstandard technology
Service Failure and Disputes resolution
- The steps to be taken by the IT provider in the event of a service failure
- How service failures are communicated to the customer
- The penalties or compensation that will apply in the event of service failure
Why do I need an IT service level agreement?
Who provides the SLA?
What are the key components of an SLA?
- SLA Objectives
- Service Description
- Service Availability
- Reporting and Monitoring
- Technology Access
- Service Failure Terms