When you partner with a managed services provider (MSP) for outsourced IT services, you sign a contract known as a service level agreement, typically referred to as an SLA. This document defines the scope of services, support expectations, and accountability measures to ensure you are getting your money’s worth. But unless you’ve read one closely (and most business owners don’t), you might not know exactly what’s covered and what isn’t.
Understanding what’s inside an SLA can help you avoid misunderstandings, make informed budgeting decisions, and ensure the MSP you are partnering with is the right one for you.
What is a managed IT SLA?
An SLA is essentially a performance contract between your business and your IT provider. It outlines the services they’re responsible for, the standards they’re expected to meet, and what happens if they don’t meet those standards.
SLAs are legally binding, so if you do not get the services you were promised or they were delivered to an unsatisfactory degree, you are within your rights to terminate the contract and perhaps get a partial refund. Just be sure to read the SLA carefully to determine what recourse is available to you, and what the SLA requires of your business to remain valid.
What’s typically included in an SLA with a managed services provider?
Every managed services provider will offer a slightly different SLA, but most will include some key elements. These typically include but are not limited to:
- Service scope: This section lists exactly what the provider will support, such as servers, workstations, cloud services, cybersecurity tools, software applications, and other components of your network.
- Response and resolution times: This refers to how quickly the MSP must respond to and resolve your IT problems, which will vary based on the severity of the issue.
- Availability guarantees: Many SLAs promise a certain uptime percentage for systems the provider manages. A reliable MSP will offer 99.9% or higher.
- Monitoring and maintenance: Managed IT services include proactive system monitoring, patch management, backups, and updates. The schedule and scope of these tasks are defined in the SLA.
- Support hours: Some service plans include 24/7 IT support, while others include support only during business hours. Be sure to check your SLA to see that it provides what you need.
- Escalation procedures: If an issue can’t be resolved quickly, the SLA outlines how it will be escalated internally for faster attention.
- Reporting and reviews: Periodic reports or check-ins should be included so you can stay informed about performance, issues, and improvements.
Ask your prospective MSP to point out these key areas of your SLA and explain them to you in plain terms before committing to anything.
What’s often NOT included in a managed IT SLA
Just because you’re working with a managed IT provider doesn’t mean everything IT-related is automatically covered. Don’t assume “full support” covers anything you consider to be IT, or you might be stuck with an SLA that doesn’t fully meet your needs.
Here are some common items that many business owners believe are included in all SLAs, but usually are not:
- Third-party vendor issues: If a third-party software provider causes a conflict or an outage, your MSP might assist, but they are not liable for the problem or any resulting damage.
- Hardware replacement costs: If your server dies or your firewall needs replacing, the labor to install it might be covered, but not the cost of the hardware itself if you aren’t on a TaaS model.
- Custom projects: Want to migrate to the cloud or redesign your network? These big one-off projects are typically outside the SLA and may require a separate project quote.
- Compliance and risk assessments: Some SLAs don’t automatically include full cybersecurity audits or compliance consulting for frameworks like HIPAA or PCI DSS.
- Telecom and other secondary services: While some MSPs do offer these services (for an added cost), standard SLAs do not include the secondary services you need to operate your IT, such as internet access, VoIP/phone lines, printer supplies, office furniture, etc.
If you are shopping around for a managed IT services partner, contact outsource IT and we’ll gladly craft a custom SLA for your business and go over every detail in plain terms. Not sure if your existing MSP’s SLA meets your needs? We’ll provide a free consultation and a second opinion so you can find out if you’re getting your money’s worth.
