What as an IT Service Level Agreement (SLA) in Managed IT Services

IT service level agreement

As the Virtual CIO of Info-Tech Montreal, I understand the challenges that small and medium-sized businesses (SMBs) face when managing their IT infrastructure. Imagine the relief and peace of mind your business could experience by offloading your business IT tasks to a reliable third-party vendor. Well, Info-Tech Montreal is a managed service provider (MSP) that takes care of these tasks for you through what we call Managed IT services.

Managed IT services cover essential functions such as network management, cybersecurity, data backup, and cloud computing services. Such services can significantly reduce the costs associated with additional staff and resources and prevent potential downtime.

No matter whether you choose to do business with Info-Tech Montreal or another IT service provider, you need to ensure that you have a detailed, formal Service Level Agreement (SLA). In this article, I will walk you through some of the essential things to consider when discussing your SLA with your service provider.

WHAT IS AN IT SERVICE LEVEL AGREEMENT (SLA)?

A Service Level Agreement is an engagement of service between your selected managed service provider (such as Info-Tech Montreal) and your business. SLAs are usually written by the managed service provider following an IT assessment of your business and a discussion around your managed IT service needs.

Service Level Agreements are an industry standard that most reputable MSPs will adhere to. The complexity of the SLA and what it includes depend on each service provider. An effective IT SLA clearly defines the level of service your MSP will provide and specifies response times for various situations.

As a client, it’s important that you get the agreed level of service. An SLA brings clarity and predictability to your service relationship. SLAs ensure that everyone has the same understanding of requirements and standards, protecting both the service provider and the client. By clearly defining expectations, they help prevent misunderstandings and disputes. In addition to an SLA, I believe that what’s even more important is to establish a relationship of trust with your managed IT services provider so that you can rely on their expertise, whatever the IT problem.

SERVICE LEVEL, RESPONSE & RESOLUTION TIME

As previously mentioned, a well-designed Service Level Agreement (SLA) forms the backbone of a trusting partnership between your company and your Managed Service Provider (MSP). This agreement can contain many different elements, generally varying according to your business’s size and IT service requirements.

However, the most important element of the SLA is, in my opinion, the detail of the expected level of service according to the urgency and severity of IT problems. Response and resolution times are typically associated with each priority. This ensures that critical problems, such as network outages or cybersecurity breaches, are dealt with as a priority and that less urgent problems are resolved within a reasonable timeframe.

Here are a few examples to help you better understand.

Example #1

Problem: One of your company’s network printers is not working, but you have two other printers that are accessible and functional for printing jobs.
Priority level: This problem is considered low priority since it has little impact on your company’s productivity. It will usually be dealt with within 8 hours.

Example #2

Problem: Your email system is completely down, affecting your company’s internal and external communications and paralyzing business-critical operations.
Priority level: This problem is considered a high priority because it affects the smooth running of your business. It should be addressed and resolved within 2 hours.

Example #3

Problem: Your company is experiencing problems with a slow Internet connection affecting certain users.
Priority level: Since the problem is not a complete outage, it is considered medium level and should be addressed within the next 4 to 8 hours.

By setting clear expectations, an SLA guarantees that your IT infrastructure remains operational and secure, minimizing downtime and ensuring smooth business continuity. As a Montreal IT company, we believe that a detailed SLA, combined with a foundation of trust, ensures you receive consistent, high-quality IT support that grows with your business needs.

WHY DO YOU NEED AN SLA IN MANAGED IT SERVICES?

In light of the information I’ve shared so far, I think you’re now a little more aware of the importance of having an IT service level agreement (SLA) with your managed IT services provider. Here’s a quick summary.

AN SLA ESTABLISHES CLEAR EXPECTATIONS

An IT SLA sets precise expectations by outlining incident priorities and expected resolution timeframes. This clarity helps avoid misunderstandings and ensures that you and your IT service provider are on the same page. Knowing how quickly services will be delivered and the expected standards helps businesses like yours plan and operate smoothly.

AN IT SLA INCREASES SERVICE CONTINUITY AND RELIABILITY

An IT service level agreement typically includes anticipated resolution times for potential IT issues. This ensures that your IT infrastructure is reliable and any problems are addressed promptly, minimizing downtime and its associated costs.

IN CONCLUSION

An SLA is the foundation of a trusted and transparent partnership between your business and your managed IT service provider. It sets clear expectations, ensures service reliability, establishes a framework for accountability, and facilitates communication. By choosing a dependable MSP and implementing a comprehensive SLA, you’re investing in your business’s technological future.

Is your business seeking reliable managed IT services to boost efficiency and performance? As a leading Montreal IT company, we specialize in providing tailored IT consulting services that cater to your unique business needs. Secure your IT infrastructure with exceptional service quality and responsiveness.

Contact Info-Tech Montreal today for expert IT consulting and discover how our managed IT services can transform your business operations.

Revamping Info-Tech’s Website: New IT Security Services Pages

Since 2000, Info-Tech Montreal has been making IT simple and reliable for small and medium-sized businesses like yours. As a specialized Montreal IT company, we know how important it is for you to focus on running your business without having to worry about computer networks, servers, hardware, cybersecurity and more.

To help you get to know Info-Tech and our services a little better, we’ve recently revamped our website. I invite you to discover our improved website and to contact us for more information on our services.

A detailed-oriented revamp

These days, companies of all sizes need to ensure the reliability, efficiency, and security of their IT systems. But how can you, as an entrepreneur, navigate a world where technology is constantly evolving and potential risks multiplying?

We felt providing you with more detailed information about our IT services, including our IT security services, could help you make an informed decision about your IT supplier choice.

The new pages on our website now give you all the information you need to understand our comprehensive list of services. With the help of one of our Virtual CIOs (chief information officer) and an assessment of your IT needs, you can choose the services that will keep your business running smoothly.

We understand that running a business involves countless responsibilities and challenges. Our goal with this website revamp is to make information and support more accessible to all our new and existing clients. We are committed to providing top-notch services that help you focus on what you do best – running your business. – James Hutchinson, VCIO at Info-Tech Montreal

New IT security services pages

IT security is important to all IT systems and networks, and companies can’t afford to ignore it. Neglecting IT security could result in serious problems, including downtime, data loss, breaches of confidential information, and more. Our new IT Security service pages are designed to be easy to navigate and understand. They give you a clear picture of how we can help you protect your business from threats.

Our key services to improve IT Security in Montreal include:

Cybersecurity: Our cybersecurity services are here to protect your digital assets and data from threats. We offer threat detection and prevention, firewall management, and intrusion detection to keep your business safe from cyberattacks.
Remote Monitoring and Management: We provide 24/7 remote monitoring to keep an eye on your IT systems. This means we can detect and fix issues quickly, often before you even know there’s a problem.
Business Continuity & Disaster Recovery: Planning for the unexpected is crucial. Our business continuity and disaster recovery services help you prepare for and recover from unexpected events.

Other essential IT services

Info-Tech Montreal does more than ensure the security of your IT systems; we offer a complete range of IT services in Montreal to support your business needs.

IT Consulting: Our IT consulting services in Montreal help you make smart decisions about your technology. Whether you need advice on upgrading your systems, implementing new software, or optimizing your current setup, we’re here to guide you.
Managed IT Services: Our managed IT services include helpdesk support, system maintenance, and network management. We ensure everything runs smoothly and securely.
Server Management: We keep your servers running at their best. From setup and configuration to monitoring and maintenance, we make sure your servers are secure and performing well.
Cloud Solutions: Take advantage of the cloud with our services. We help you move your data and applications to the cloud, manage your cloud environment, and ensure it is secure.

How does this benefit our clients?

With its new IT security section and detailed IT service pages, our website now offers a comprehensive overview of all the services we offer to help you protect and grow your business. We give you peace of mind by offering full IT support tailored to your needs, from IT consulting to managed IT services and cloud solutions.

I invite you to explore our website to discover how Info-Tech, a Montreal IT company, can help protect and grow your business. Our goal is to provide the tools and support you need to keep your business safe and efficient in today’s digital world. For further information, please contact us at info@infotechmontreal.com or call (514) 634-4636 x 101.

Weathering the Storm: 7 Steps to Safeguard Your Business Technology & Data

An imminent extreme weather event poses a concerning problem for all types of businesses. This is especially true for companies that rely on computers and servers since these devices can easily be damaged by storms, floods, or fires. As extreme weather approaches, the 24 hours prior to its arrival are crucial. Business owners need to act fast to protect their expensive equipment and valuable data, making sure the business can still operate normally after the storm passes.

The Importance of Electronic Equipment

Electronics and data storage devices, such as computers and servers, are crucial to businesses. When snow storms or floods occur, these devices can easily be damaged by water and suffer power issues. When your computer breaks down, not only is it expensive to fix or replace it, but you may also lose all of the information you had stored on it. The importance and volume of data that can be lost is a major concern. Therefore, protecting these devices from storms is a top priority.

A List to Prepare Your Business the Day Before the Disaster

If you’re a business owner in Quebec or Ontario, you likely know about the extreme weather season.

Severe weather not only impacts the location where it occurs, but other areas as well. A technical issue in Montreal due to a snowstorm, for instance, can easily disrupt operations in your Toronto or Vancouver office. Hence, safeguarding your technology and data against adverse weather is crucial.

This useful 7-step list will help you get ready for the extreme weather season. Even if you’re not located in a storm-prone area, it’s wise to be prepared. If a storm creates a technical issue that affects your offices, you need to ensure that it does not harm your business.

Protect Your Premises

It may seem obvious, but office spaces require storm readiness. Just as you’d prepare your home to resist a storm, so too must you follow the same guidelines for your business premises. If possible, shut down and disconnect everything on the day before the storm hits.

Protect Your Tech Devices From Water

Everyone understands that water and technology are enemies. Water damage can not only destroy your business’s tech, but also pose a fire hazard due to the possibility of electrical shorts. If you’re in a flood-prone zone, it’s wise to elevate your electronics – place them on desks, tables, or high shelves. Ensure all devices are connected to surge protectors or, better yet, are disconnected entirely before vacating.

Document Your Assets

As you get your tech ready, snap photos and list all your electronic devices and high-value items. If a disaster strikes, having this inventory simplifies the insurance claim process.

Ensure Your Essential Business and Client Information is Saved Securely

At Info-Tech Montreal, we’ve helped many businesses with disaster recovery. We therefore emphasize the importance of data backups. Consider your business suffering a power outage. If you’re forced to operate from a different location, which documents and software would be crucial for remote operations?

This is when remote monitoring and management tools become invaluable. Your IT service partner can assist in setting up offsite data backups, save your information on the cloud, and guarantee remote access to all necessary resources to keep your business running. Contact us and ask us about getting this set-up ASAP.

Establish a Disaster Recovery Strategy

You’ve safeguarded your data, meticulously checked your tech, and even photographed your office, including those unique knick-knacks for insurance purposes, but are you prepared for the aftermath of storm or flood damage? It’s vital to devise a detailed recovery blueprint, specifying roles, contacts, locations, and storage points for crucial items. If partnered with an IT managed service provider like Info-Tech Montreal, your IT crew can offer invaluable assistance with this type of planning.

Make an Offline Contact List

Weather disasters and their aftermath can disrupt power and access to the internet, making communication a challenge. While safeguarding your data, consider creating a list of vital contacts, including staff, clients, and suppliers. Save this on your phone or have a printed copy handy. That way, if you’re offline, you still have quick access to all necessary contacts, ensuring uninterrupted communication.

Run Drills for Weather Disasters Regularly

It’s often said that practice makes perfect. In high-pressure situations, recalling a months-old plan can be tough. On the other hand, following a drill you and your team have consistently practiced is simpler. Even if your location isn’t typically affected by storms or floods, having an extreme weather protocol is essential. Ensure that both you and your staff are well-versed in emergency procedures.

Preparing Your Business for Extreme Weather Disasters with Info-Tech Montreal

With the right preparations, safeguarding your business against extreme weather events and seasonal risks becomes manageable. At Info-Tech Montreal, we offer services like remote IT managed services, and tech consultancy to prepare your business against unforeseen calamities. Regardless of where you’re located within the Montreal and Ottawa areas, or what type of business you have, we remain ready to assist.

Protect Your Business from a Data Breach With These 5 Tips

If you think the risk of a data breach or cyberattack is low, think again. According to the 2019 Data Breach Investigations Report by Verizon, every industry is at risk: last year, attacks were present from manufacturing to retail and from healthcare to administration, and everything in between. To safeguard your company from data breaches, it’s crucial to understand that not all attacks are from external sources – some are internal, and of course sometimes viruses get through accidentally due to employee mistakes.

No matter your industry, you have a lot to lose: your data, customer base, industry secrets, and proprietary information are all targets for attacks. As a cybersecurity expert in Montreal with 25 years of experience, I’ve put together five easy tips you can implement right away to help protect your business from a data breach.

Implement an Employee Policy for Safe Use (anchor links)
Remote Monitoring and Management Agents
Install Proper Anti-Virus and Anti-Malware Software
Have a Proper Off-Site or Cloud Back-up of All Data
Install a Backup & Disaster Recovery Device

1. Implement an Employee Policy for Safe Use

Many businesses do not have any type of policy in place that sets boundaries for what employees can and cannot do on the internet and in e-mail accounts. To shield your organization from data breaches, your company should create a formal policy which all employees (current and future) need to sign which details information like e-mail best practices, rules for internet browsing, accessing social media sites, and completing personal tasks (like banking) on company time.

2. Remote Monitoring and Management Agents

Having managed IT services, such as Remote Monitoring and Management (RMM) on every computer and server allows your business to be in a proactive rather than reactive position with security threats. Acting as a safeguard against potential data breaches, the RMM can automatically advise your IT support team that there is an imminent disk failure, low disk space, overutilization, and more to ensure it is fixed before you face an IT emergency that prevents your staff from getting work done. Depending on your anti-virus software, RMM can also alert your off-site tech experts when malware is present. Which leads us to…

3. Install Proper Anti-Virus and Anti-Malware Software

When you have a team of IT experts monitoring your network security, a proper business class anti-virus solution will have the ability to alert a central web portal when a virus or malware is present. This is a critical step in protecting your business from data breaches. Because we are monitoring that portal, we’ll be able to tell when a machine has any kind of problem before you or your employees notice. We can then push commands to that computer system to clean it of the virus, and update the anti-virus software if needed. In the case that a virus can’t be cleared through a command sent via the portal, we’ll be able to notify you and your employee, connect manually, and remove it that way.

4. Have a Proper off-site or Cloud Back-up of all Data

At the absolute minimum, your business should have a cloud backup that can safely copy your data for you at regular, frequent intervals. This backup strategy is essential to protect your business from the consequences of a data breach. This way, you have access to a backup in case of a ransomware attack, hardware failure, computer damage, or theft.

5. Install a Backup & Disaster Recovery Device

Hands down, the best thing you can do to make sure your business is protected in the event of any kind of attack or damage, is to install a Backup & Disaster Recovery (BDR) device with a cloud backup component. This comprehensive approach will significantly enhance your ability to protect your business from data breaches. If you have onsite servers, this is especially important. In fact, in our opinion here at Info-Tech Montreal, it’s crucial.

Protect Your Business From a Data Breach Today

Don’t wait for a data breach to strike. Protect your business today! Contact Info-Tech Montreal now for a free security assessment and learn how we can safeguard your valuable data and take the first step towards robust IT security & cybersecurity.