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 outlining the IT services your company requires, what we will provide, and the level of service you can expect from us. 

SLAs also usually set out how an IT support provider will respond to requests by our clients and how the provider will deal with issues that may arise in the IT system. These aspects of an SLA are essential for the client because they can see at a glance what we will provide and how, so you’re reassured that your robust IT network will be maintained appropriately, with no disruption to their business. 

What are Service Levels?

Service levels are the minimum performance standards that a service provider agrees to meet. They’re a crucial part of a service agreement, and they should be based on factors like uptime, response time, and overall reliability. Service levels can be agreed upon in advance by both parties, and they will vary depending on what you need from your IT partner.

What is 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.


  • Service Level Agreement (SLA) is a contract between the customer and provider that defines what services will be provided, when they will be provided and how much it will cost.
  • Managed Service Provider (MSP) is a company that provides IT support to other businesses or individuals on behalf of another company.
  • Response time is measured in minutes or hours. It’s how long it takes for an MSP team member to respond when you first call them with an issue. If you have an office full of employees who need IT help all at once, this could be extremely important!
  • Work completion time can be measured based on days, weeks or months depending on how quickly your business needs its problems solved by the provider.
  • Payment for services and expenses involves making sure your provider is compensated for both their time spent fixing problems and any equipment/software used during those repairs. Find out more about the cost of IT Support for UK Businesses. 

It may also have clauses that allow for amendments, credits if the provider does not deliver the level of service set out, and terms to end the SLA if either party wishes to terminate the service. 

A clear and detailed service level agreement for IT services is vital 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. 

Response times and work completion times are essential. We want you to know that we take these two factors very seriously and will do everything in our power to improve them. We understand how much of a difference it can make when a client feels like they’re not getting the service they deserve. This is why we’re going to be working hard to bring response times down, as well as work completion times.

We have found this approach to work well with our clients, and we hope you will too! Keep this webpage in mind as a guideline, but note that it can be tailored to your specific needs as well. For example, you may want to include additional sections or change some of the wording. If you need help figuring out how to proceed, contact one of our IT experts today. 

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