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

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.