As an msp, your success depends largely on the satisfaction of your customers . If they are happy, they will stay with. You and speak well of you, but if they are not, they will take their business elsewhere. Sometimes some customers are never satisfi no matter how hard they try. They always find something to complain about, which can be frustrating. And when you point out that their complaints are outside the scope. Of your service agreement, they are quick to say that you are not living up to the agreement. A good way to manage customer expectations . And avoid disagreements is to have an sla (service level agreement) .
What is an SLA?
A service level agreement is a formal document . That defines the level of service a customer can expect from a supplier . It describes all the metrics us to measure the service. Along with solutions and penalties if the service does not meet the agre levels. An sla should be special data clear and concise, with no room for interpretation. How do msps use slas? Service level agreements can be legally binding documents . Or more informal agreements between the msp and its customer. In the case of an informal agreement, slas are often draft as an addendum to the contract. Slas can also be us internally, for example between departments in a company. In this case, it is more of a guideline than a legally binding document.
How do MSPs use SLAs?
An sla will distinguish your company from the. Competition by communicating to your customers . That you are professional and attentive to meeting their nes. It’s a great way to increase revenue by impressing and gaining new customers. Defines CN Leads the obligations of the msp . While you may manage all of a client’s hardware. And software, some systems may not be your responsibility. With an sla, you can avoid misunderstandings about what you are responsible for. Moderate customer expectations . An sla can mitigate some of the most common issues between. Msps and customers by clearly establishing user obligations.
