Wednesday 8th May 2019

Understanding SLAs – Top 10 things to look for in a Service Level Agreement

Whitepapers

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Overview

The Service Level Agreement (SLA) is an integral part of an MSP’s (Managed Service Provider) business. Its purpose is to define the scope of services that the MSP offers, including:

  • guarantees on metrics relevant to their business and technology
  • customer responsibilities
  • issue management
  • compensation commitment when MSPs fail to deliver on the SLA.

This white paper would help you understand the SLA and be aware of every clause in it.

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