BNMC Blog

Why You Need to Be Familiar with Your SLAs

Why You Need to Be Familiar with Your SLAs

Normal. Usual. Typical. When your business is going well, it all feels “normal”. When you are faced with a major technology problem, however, it can trigger a series of catastrophic issues that interrupt, or in some cases destroy, the equilibrium reached when things are going as they should. This peace of mind is the main reason many businesses owners like you have chosen to sign a service level agreement (SLA) with an outsourced IT provider. Keeping everything “normal” can keep profit rolling in. Today we look behind the SLA to show you how it works to protect your business’ normal.

What Are We Agreeing To?
At BNMC, we understand just how much you depend on your technology. That’s why we’ve established our value-based managed IT service. Not all IT service providers do it this way. Many computer shops still just fix computers when they break, and while it’s okay to do it this way, we believe that our way, where we offer you several services designed to proactively protect your company’s technology, is simply more all-around valuable. In order to make it work, however, we make use of a carefully constructed service level agreement that works to establish the kind of service delivery you can expect, while giving our clients the peace of mind about how we handle our technical, personal, and financial processes, and what they mean for your business.

The typical SLA covers two major factors

  • Uptime/Downtime - Since any IT management service worth its salt will come with comprehensive remote monitoring as a standard part of the agreement, uptime is a crucial variable when thinking about an organization’s servers. This is an increasingly important metric since many IT service providers host infrastructure, applications, storage, or some other utility for their clients. Most SLAs will guarantee a certain degree of uptime.
  • Response Time - This measures how much time your IT services provider has before they need to respond to the problems you are having once you contact them. Generally, SLAs require the organization to go through the proper channel (usually a email-integrated ticketing system or chat interface), and hold short intervals of time to ensure that your IT system gets the attention it needs to be effective.

Scope
The first thing the SLA will establish is a description of the service that has been contracted. The SLA will outline the specifics of what technology is covered, and how it will be covered. Typically, service-based companies will have tiers of service that customers can choose from to keep the SLA process simpler. Some companies provide more or less flexibility depending on their clientele’s needs. In managed IT services, we like to think of ourselves as solutions providers, so we try not to limit the amount of good we can do for a company, but to protect our business, we have to explicitly outline what the agreement covers and what it doesn’t.

Penalties
The SLA will likely detail the kind of compensation that the organization would receive if the IT service provider fails to meet the promises outlined in the SLA. Typical responses to this are in the form of account credit. These serve to give an organization a certain percentage more service for the following month if a situation arises. There will also likely be a clause in the agreement that allows an organization to get out of their SLA if they aren’t delivered a certain level of service.

Cost
The agreement isn’t just in place to protect the service provider. Sure, without one there are no official boundaries put on a client to demand resolution of an issue, but it also serves to outline just how much the service costs, eliminating the risk of ambiguity on the buyer.

Why Your SLA Should Matter to You
The SLA provided by your IT company helps you determine where your monthly IT budget is going, what it protects you against, and how emergencies are handled. This sets an expectation for your company when issues occur. Granted, not all IT providers live and die by their SLA, which in our opinion, is a massive disservice to their clients. Have you ever felt like you weren’t getting what you paid for with your IT provider? We understand - and we can do better. Give us a call today at 978-482-2020 to talk about how we could raise your expectations for your IT.

 

Comments

No comments made yet. Be the first to submit a comment
Already Registered? Login Here
Guest
Wednesday, January 16 2019

Captcha Image

Subscribe to Our Blog!

Mobile? Grab this Article!

Qr Code

Tag Cloud

Security Tip of the Week Best Practices Technology Email Cloud Privacy Malware Business Computing Hackers Network Security Business User Tips Tech Term Software Computer Google Internet Microsoft IT Services Efficiency Hosted Solutions Mobile Devices Ransomware Productivity Communication Small Business IT Support Data Android Hardware Smartphone Backup Saving Money Managed IT Services Internet of Things Managed IT Services Browser Innovation Business Continuity Cloud Computing Windows 10 Data Management Data Recovery Windows Productivity Business Management Workplace Tips App Data Backup Microsoft Office Cybersecurity Facebook Server Phishing Gmail Windows 10 Artificial Intelligence Office 365 Outsourced IT Word Remote Monitoring Disaster Recovery Encryption Passwords Mobile Device Upgrade Smartphones Analytics Chrome communications Managed Service Provider Infrastructure Network Tip of the week IT Support Money Website Vulnerability BYOD Employer-Employee Relationship Applications Router VoIP Robot Save Money Settings Automation Company Culture Data storage Managed Service Users YouTube Maintenance Government Information Risk Management Social Media Antivirus Office Tips Google Drive Bandwidth Access Control Content Filtering Big Data Miscellaneous IT Management Monitors Business Technology Paperless Office Vendor Management Server Management Virtual Private Network Downtime Education Touchscreen Apple Business Intelligence Storage Quick Tips Printing Data loss End of Support Unified Threat Management Virtual Reality Telephone Systems Employee-Employer Relationship Hacker desktop Managing Stress Two-factor Authentication SaaS Firewall Avoiding Downtime Outlook Development Scam Spam Computing Operating System WiFi Holiday LiFi Wireless Alert Networking Hosted Solution HIPAA Display Administration Laptop VPN Mobile Security The Internet of Things Mouse Data Security Google Docs Voice over Internet Protocol IT solutions Cooperation Going Green Service Level Agreement Dell Streaming Tech Support Legislation WannaCry Chromebook Microsoft Excel Hotspot Hacks Internet Exlporer Cabling Troubleshooting Cybercrime SharePoint Compliance Security Cameras Marketing Managed IT Smart Technology Bitcoin Connectivity Google Maps Spying Social Engineering Techology IT Technicians Google Wallet Optimization Business Growth Modem FinTech Analysis How To Lenovo Staff Leominster Human Error Websites Gadgets Statistics Tablet Legal Mail Merge Blockchain Language Password Value Downloads Regulations Shortcut Distributed Denial of Service Windows 8 IoT Safety VoIP Unified Threat Management Unified Communications Mirgation Drones Recycling Cookies MSP Digital Payment Remote Computing Firefox Superfish Augmented Reality K-12 Schools Device Bluetooth Halloween Comparison Deep Learning Social Networking Digital Network Congestion Address Permissions Computing Infrastructure Mobile Device Management Professional Services Disaster LED Patch Management Managed IT Service Star Wars Collaboration PowerPoint User Error Chatbots eWaste Scary Stories Specifications Alt Codes Nanotechnology Writing Customer Relationship Management Wearable Technology Network upgrade Mobility Wi-Fi Bring Your Own Device Motherboard Cables Document Management Spyware Computers Alerts USB Uninterrupted Power Supply Co-Managed IT Heating/Cooling Running Cable Multi-Factor Security Computer Care IBM Dark Data Update Buisness Break Fix Fraud Social Cost Management File Sharing Onboarding Time Management Printer Identity Budget Continuity Search Sports Black Friday Typing Screen Reader Humor Charging Slack Retail Virtual Desktop Information Technology Smart Office Solid State Drive Print Toner Best Practice Wires Identity Theft Emergency Licensing Current Events Dongle Content Politics Servers Google Calendar Training Corporate Profile Customer Service Dark Web Assessment Digital Signage Network Management Solar Cyber Monday Cryptocurrency Smart Tech Automobile Monitoring Office Samsung Apps Work Hard Disk Drive Shortcuts Supercomputer CrashOverride Black Market Staffing Motion Sickness Law Enforcement Electronic Medical Records Administrator Notifications Taxes IT Budget Twitter Web Server what was your? Physical Security GPS Emoji Printers Upgrades Gadget IT Consultant Crowdsourcing Cameras Personal Information Botnet Tracking Cortana Meetings 3D Printing Cleaning Processors CCTV Machine Learning Virtualization Mobile Computing Webcam Unsupported Software Error Computer Repair Relocation BDR Point of Sale Ben McDonald shares Mobile Data Recovery Travel How To Work/Life Balance Health Private Cloud Regulation G Suite

What Our Clients Say

  • BNMC has provided us with nothing less than outstanding service and results for all of our IT needs for the past few years. Every member of their staff is professional, knowledgeable, friendly and eager to solve any problem...
  • 1
  • 2
  • 3