Managed services come in many different forms and offer a vast range of tech-based solutions to manage complex issues. But what are the benefits of managed IT services for modern businesses?
When you sign up for IT support, your provider will likely provide you with a Service Level Agreement (SLA) to sign. It's a document that outlines the IT services your company requires, what will be provided and the level of service you can expect.
SLAs also usually set out how an IT support provider will respond to requests by the client and how the provider will deal with issues that may arise in the IT system. These aspects of an SLA are important for the client because they can see at a glance what's being provided and how, so they can be reassured that their vital IT network will be properly maintained, with no disruption to their business.
So what's in a service level agreement for IT services? Like any document outlining the provision of services to a company, no two SLAs will be the same, as each will be unique to the requirements of a particular company.
But apart from listing what services an IT company will be providing the client, an SLA will usually have sections detailing monitoring or a review of the agreement — perhaps every six months or a year — to ensure it matches the client's changing needs.
It may also have clauses that allow for amendments; credits, in case the provider does not deliver the level of service set out; and terms to end the SLA if either party wishes to end the service.
A clear and detailed service level agreement for IT services is important for both provider and client, as it ensures they know what to expect and what to do if they're not satisfied with their service.