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

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’ll define the components of your SLA. SLAs should be aligned to the technology or business objectives of an engagement. Finally, let’s break down what’s inside a good SLA. Knowing what’s inside the agreement gives you the confidence to receive the level of service your business requires.

The service level agreement is where the client organization and MSP document the agreed-upon terms and conditions.

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Further, the client organization and MSP develop a list of all acronyms relevant to the specific client situation. Additionally, the SLA defines what’s included in the services the client purchases from the MSP.

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.

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