{"id":1233,"date":"2022-08-04T10:01:57","date_gmt":"2022-08-04T10:01:57","guid":{"rendered":"https:\/\/www.extnoc.com\/blog\/?p=1233"},"modified":"2025-07-23T13:27:04","modified_gmt":"2025-07-23T13:27:04","slug":"managed-services-sla","status":"publish","type":"post","link":"https:\/\/www.extnoc.com\/blog\/managed-services-sla\/","title":{"rendered":"What Should be Include in Managed Services SLA?"},"content":{"rendered":"

What are Service Level Agreements or SLAs? <\/span><\/h2>\n

An SLA is an agreement between a client organization and a <\/span>Managed Services Provider(<\/span><\/a>MSP). At its most fundamental level, the contract spells out both the client services required and the MSP\u2019s expected level of performance. A great MSP helps you define your service expectations.<\/span><\/p>\n

\n
\n

After the client company defines its needs and required service expectations, the Managed Service Providers will start drafting the SLA. The service expectations are the foundation of the SLA. Next, you\u2019ll define the components of your SLA. SLAs should be aligned to the technology or business objectives of an engagement. Finally, let\u2019s break down what\u2019s inside a good SLA. Knowing what\u2019s inside the agreement gives you the confidence to receive the level of service your business requires.<\/span><\/p>\n

Agreement & Service Description<\/h2>\n

The service level agreement is where the client organization and MSP document the agreed-upon terms and conditions.<\/p>\n<\/div>\n

\"CTA\"<\/a><\/div>\n<\/div>\n

Further, the client organization and MSP develop a list of all acronyms relevant to the specific client situation. Additionally, the SLA defines what\u2019s included in the services the client purchases from the MSP.<\/span><\/p>\n

The services provided to the client are clearly spelled out with quantitative metrics for performance. Subsequently, the agreement makes the responsibilities of both the MSP and the client clear.<\/span><\/p>\n

Availability & Responsiveness<\/strong><\/h2>\n

Outages or service-affecting incidents are defined along with what the reporting and response process is if an outage occurs. For Network monitoring services<\/a>, it is common to use percentage goals such as 99.99% network uptime<\/a> for a year. Service availability includes database accessibility, data center resources, and network uptime. Additionally, <\/span>Service Level Agreements<\/span><\/a> may also consider scheduled maintenance and other known factors. Finally, your MSP will have a monitoring system to measure uptime and other metrics included in your SLA.<\/span><\/p>\n

Responsiveness measures how fast the MSP responds to the initial call\/chat\/email\/ticket and performs the services required to close the incident. To receive timely service, the customer will also have their responsibilities detailed for how to report issues, etc., in the service agreement.<\/span><\/p>\n

Procedures for Reporting Problems<\/b><\/h2>\n

Make sure that the following items are spelled out in detail.<\/span><\/p>\n