How to Understand IT Support Service Level Agreements (SLAs)

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Okay, so you wanna understand IT Support Service Level Agreements, huh? How to Get the Most Out of Your IT Support Contract . managed service new york managed it security services provider (SLAs for short, because nobody really wants to say the whole thing every time, right?).

How to Understand IT Support Service Level Agreements (SLAs) - managed service new york

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Well, dont sweat it, it aint rocket science, even though it can feel like it sometimes.


Think of an SLA like a promise. managed it security services provider A serious promise, mind you, written down and all. check Its basically an agreement between you (the customer, the one needing the IT help) and the IT support team (the ones supposed to be giving the help).

How to Understand IT Support Service Level Agreements (SLAs) - managed service new york

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It lays out exactly what kind of service you can expect, how fast theyll respond when something goes wrong (and trust me, something always goes wrong eventually. Murphys Law and all that), and what happens if they, well, kinda drop the ball.


Now, the important thing is to actually, read the SLA. managed service new york I know, sounds obvious, but youd be surprised how many people just sign it without even glancing at it. check Big mistake. check (Huge!). Pay attention to the details. What kind of support is covered?

How to Understand IT Support Service Level Agreements (SLAs) - managed it security services provider

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Is it just software, or does it include hardware too? What are their "business hours"? Because "24/7 support" might sound great, but if its only for critical issues and your printer jamming isnt considered critical (and it probably isnt) well, youre outta luck at 3 AM.


Response times are key too. How quickly will they acknowledge your issue? How long will it take for them to actually start working on it?

How to Understand IT Support Service Level Agreements (SLAs) - managed service new york

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And how long (generally, at least) will it take to fix? These are usually defined in terms like "within 4 hours" or "next business day." Make sure these times are realistic for your needs. If your entire business grinds to a halt when the network goes down, "next business day" aint gonna cut it, is it? Youre gonna need something a lot faster, and youre gonna have to negotiate that (probably).


And then theres the penalties. What happens if they dont meet the agreed-upon service levels? Do you get a discount on your next bill? Do they have to provide extra support hours? This is where things get really interesting, and its where you can hold them accountable. managed it security services provider managed services new york city If there arent any real consequences for failing to deliver, the SLA isnt worth the paper its written on, almost.


Basically, an SLA is your safety net. Its helps you to be sure, that when things go wrong (and they will), youre not left completely stranded. Its a way to set expectations, establish accountability, and (hopefully) prevent you from pulling your hair out when your computer decides to hate you. So, read it, understand it, and dont be afraid to ask questions. (Seriously, ask questions! Thats what theyre there for...hopefully).

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Youll thank yourself later.

How to Understand IT Support Service Level Agreements (SLAs)