Wednesday 8th May 2019

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


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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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