When searching for a managed service provider (MSP), you’ll likely hear them talk about their SLA (service level agreement). While many MSPs may tout their SLA to impress prospective clients, it’s crucial that your business digs deeper to understand their service, metrics and accountabilities.
In this article, we’ll discuss SLAs—what they are, why they matter and what your business should look for. We will also note our obvious bias as an MSP. While we certainly aren’t neutral bystanders, we understand that we won’t be the right fit for every business. This article is intended to promote well-informed, transparent conversations between MSPs and business leaders.
What is an SLA?
A Service-Level Agreement (SLA) is a contract between an MSP and its clients that outlines specific performance and service delivery expectations. It also details the accountability process if the MSP fails to meet those expectations.
Why does an SLA matter?
An accountable MSP will have a well-defined SLA outlining its service commitments and the processes it uses that will allow it to meet those goals. For example, you may hear MSPs boast a 60-second response time on support calls. On the surface, this sounds great, but it's only part of the story. What happens when the majority of your support calls end up with wait times of several minutes? How does the MSP ensure they’re meeting these goals consistently?
Understanding MSPs' processes and accountabilities for hitting their SLA will be crucial for your business during the consideration phase of your search. As explained below, no MSP will present you with numbers that make them look bad. Here are some key components you should look for and ask about when considering a new partner.
What should decision-makers look for in an SLA?
Resolution time and accountability
Most MSPs will advertise good ticket resolution numbers, but it’s essential to investigate how often they actually meet their SLAs. Are they resolving the majority of tickets within the expected timeframe? Do they have a reliable way to track metrics? Even if two IT companies have the same SLA, it will still come down to how they manage and track their goals and results.
What happens when they fail to meet those resolution times? Do they just leave the issue unresolved, or do they have processes in place to make it right? A mature MSP will have a plan for handling tickets outside their SLA, demonstrating accountability for successes and failures.
Proactive support and monitoring
When comparing SLAs, one of the most important factors to consider is whether the MSP is proactive in their approach. Do they only react when something goes wrong, or do they monitor systems and networks to prevent issues before they escalate?
A proactive MSP constantly monitors your environment, looking for potential problems before they affect your business. This proactive approach is a sign of a mature, well-managed MSP—one that isn’t just waiting for you to call when there’s an issue but is working behind the scenes to ensure smooth, uninterrupted operations.
This type of MSP might also proactively contact you to explain a situation where the SLA wasn’t met rather than you having to contact them for an explanation. This is a prime example of accountability in action.
Leadership and management
The way an MSP manages and tracks its performance is a reflection of the leadership within the organization. Accountable leaders are crucial to your partnership with your MSP. It’s a given in the IT world that things will break occasionally. Nobody is immune from this.
Are the leaders at your MSP willing to take accountability when things go wrong? What processes or methods do they have in place for these situations? Can you receive immediate support in an emergency? Your business will want to explore these questions and conversations during the prospecting process.
Dig Deeper when reviewing An SLA
It’s important to remember that no MSP will present numbers that make them look bad. They’re going to emphasize their strengths. It’s your job as a decision-maker to dig deeper and ask the right questions.
At Innovative, we believe in full transparency during these conversations. It’s not productive for anyone to present information that might be misleading or lack context. Next time you’re talking with an MSP, be sure to ask questions that go beyond the numbers or solutions. Your MSP should be your technology partner.
