What is a service level agreement (SLA) in tech support?

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What is a service level agreement (SLA) in tech support?

Okay, so youre probably wondering, whats this "SLA" thingy everyone in tech support keeps yammering on about? tech support . Well, its basically a Service Level Agreement.

What is a service level agreement (SLA) in tech support? - check

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(Duh, I already said that!) But like, what is it, really?


Think of it like this: its a promise. A promise between the tech support team (or the company providing the tech service) and the person or company receiving that service. It lays out exactly what kind of support you can expect, and how quickly theyre supposed to deliver it. check managed services new york city Its, like, a contract, but not all stuffy and legalistic, usually.


So, an SLA might say things like "Well answer your phone calls within 3 rings" or "Well fix critical bugs within 4 hours." It might also detail how often the service will be available (uptime), like "99.9% uptime, guaranteed!" Which is pretty good, means its almost always working.


The SLA also spells out what happens if they dont meet those promises. check Maybe they give you a discount on your next bill, or maybe they have to throw pizza parties for everyone affected (just kidding...mostly). But seriously, there are consequences for failing to deliver the agreed-upon service levels.


Its important cause it sets expectations. managed it security services provider Without an SLA, its kinda just the Wild West. Youre at the mercy of whoevers answering the phone (or not answering the phone!). managed services new york city With an SLA, you have something to point to and say, "Hey! managed service new york You said youd do this! What gives?!" See, it keeps everyone accountable!


Basically, its there to make sure you, the customer, gets the help you need, when you need it. check And for the tech support team, its a roadmap to follow (and a butt-covering document, lets be honest). Its a win-win (hopefully) if everyone does their job! So yeah, thats an SLA in a nutshell! I hope that makes sense!