Service Level Agreements are the substructure of your MSP business. SLA are fundamental to building solid customer connections and must be clear, sensible and well-constructed. Just like building a house, it’s essential to have a solid establishment in the event that any bigger issues rise. Indeed, your home may remain standing through a couple of thunderstorms, however what happens when a cyclone moves through? Will your establishment be sufficiently solid to climate the storm?
SLAs give that same establishment for your managed services business, and if they aren’t built accurately, you may be stuck in trouble when disaster strikes.
A strong SLA helps establish standards in case something turns out badly and overcomes any issues between your clients’ desires and your own. But, some MSPs concentrate just on selling new solutions and getting clients to sign on the dotted lines. Thus, they don’t invest due time into making and strengthening their SLAs.
Building a vibrant, detailed service level agreement will set your MSP business up for future achievement. Here are five key points to help enhance your SLA
- Set Sensible and Achievable Goals: – While a well-crafted SLA is an extraordinary method to validate the value of your MSP business, you never need to represent to your organization or your abilities inaccurately. It’s always better to under-promise and over-convey than it is to make promises you just can’t keep. Numerous MSPs think that they have to promise quick resolution times with a specific end goal to win new clients. While this is important, it’s way more profitable to live up to your resolution expectation every time, rather than under-conveying.
- Be Honest: – Defining the achievable objectives that we just discussed begins with being straightforward with both your clients and yourself. It can’t be stressed enough that you need to convey results that are inside your real ability. An SLA ought to never be mistaken for a marketing promotion. The point isn’t to oversell yourself to your clients, however to have a reliable contract that secures the interests of every included parties.
- Explicate Specific Points: – If there’s one place you don’t need uncertainty, it’s in your SLA. Accuracy and lucidity can help your clients to figure out what to expect from the relationship, your services and certain parts of your services, like response times, for instance. It’s much easier for an MSP to ensure response times, versus time to resolution. You should obviously express these times in your SLA and stipulate that they are in fact response times, not resolution times. Make certain that all parties clearly understand who carries what responsibility, and for which metrics. The excellence of an extraordinary SLA is that it takes the guesswork out of the provider-client relationship.
- Appropriable Train Staff: – Your representatives must be thoroughly trained on SLA protocol in order to eliminate potential miscommunications. They need to know precisely which issues fall within their sphere (according to the SLA) versus those for which they’re not dependable. They should also all be knowledgeable in a disaster recovery protocol and how to respond to problems of various priority levels.
- Incorporate Hold Harmless Clauses: – MSPs work within various autonomous conditions, which implies there are various different components and limitations to be aware of. While your SLA is proposed to outline the specific service, you will provide and set execution metrics, it is in fact a legal business contract. As such, it must ensure your business by limiting your risks. Including a hold harmless clause gives that protection, so you aren’t left unprotected to conditions outside of your control
Conclusion: – Achieving SLA success begins with a practical and workable service level agreement that gives assurance to your organization and your customers’ organizations also. An elegantly composed SLA can give that strong establishment on which to build a relationship with your client, enable you to manage expectations and establish clarity. By following the stages listed above, as well as other best practices, you’ll be well on your way to achieving long term success with your clients.