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The writing of an IT Service Level Agreement (SLA) is important if you are a service-based business line, e.g. B. managed services, roll out. Whereas, many resellers have previously acted as an intermediary between their customers and providers, more and more concerned for the service directly - or at least surveyors from a managed service provider (MSP) as their own.
This detailed, long-term relationship means that you need to create a SLA to define exactly what you should, and should not be expected to do for your customers. A SLA can even be a prerequisite to be assured to your business.
An SLA essentially serves to protect them by limiting their liability, according to Charles Weaver, President of the MSP Alliance, a Chico, Calif., Association for MSPs. As Slas challenges what is expected of both parties, they not only protect them in lawsuits, but help them to prevent them in the first place and dissolve disputes that could violate the business relationship otherwise. By writing an IT Service Level Agreement, both parties can know what to expect so they can solve discrepancies before they are heated.
If you understood any work, the SLA should also specify and explain how the data of your customer can be shared with third parties. This can be particularly important if a customer must comply with the regulations such as HiPaA or Sarbanes-Oxley, which restrict how information can be shared.
SLAs can also make your job easier by restricting the ability of your customers to leverage outside consultants to work on the machines on which they should be hired. These clauses should not lock their customers, but to protect themselves prior to protecting problems with which an external party sets. Another common clause limits its liabilities to the amount that your customer has paid her, Rob Scott said a partner with Scott & Scott LLP, a Dallas law firm specializing in IT law.
A typical approach is to design two documents. The first is a Master Service Agreement (MSA), which generally defines its services and liabilities; This is the same for all your customers. The second is the SLA itself, which is specific for each client, and lists exactly what they expect - such as. B. how many and which servers you will become, and what you want to do with them..
The first step to write a SLA is to determine which services you want to offer in lay conditions, Weber said. The SLA will simply formalize these offers. You should start a lawyer to design the MSA and SLA as they are legally binding documents. If possible, you should set a lawyer who understands your business, Scott said; For example, if you are an MSP, a lawyer specializing in MSPs would be best. However, since the documents are essentially contracts, the most important core ability is an understanding of contract law, Weber said.
The MSA and SLA should cost about $ 3,500, Scott said. Scott provides an MSA verbatim to each client, as well as a "check the-box" template for SLAs. This template enables its customers to write service level agreements for their own customers without having to consult him every time. You simply check the appropriate fields and fill out values ??for the specific requirements of each customer, Scott said.
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