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The basis of a partnership between an MSP and its customer is a thoughtful and carefully manufactured service level agreement (SLA). The SLA, which is essentially a contract, offers customers a thorough understanding of the scope of their services, defined, who is responsible for what functions is responsible and sets expectations and benchmarks for things such as dissolution times and escalation procedures. In addition, SLAs offer the MSP and the customer with legal action protective devices when a problem should occur.When you are finished right, SLAs can build a strong and mutually advantageous relationship between the MSP and the customer, but cutting walks generates almost certainly problems.
Here are six ways to strengthen your MSP slas:
A custom-made SLA is a perfect opportunity to display the value of your MSP company, but no matter how your company or the nature of your products and services do not misreate. In other words, no longer promise and subcontract. A SLA is a legally binding contract so that you should go out exactly what you do and do not do for your customers. Be crystal clear and leave no room for the interpretation.
When it comes to their resolution or reaction times and supporting the support that their partners expect, it is best to determine reasonable but accessible benchmarks. It is always better to meet and exceed the expectations, to create commitments that you can not keep.
Pro tip: A SLA should not be signed and forgotten. Take the opportunity to reword and change your agreements in quarterly commercial reviews and other meetings.
A SLA is not a place for "lint" or Salesy language, as it is not a marketing or sales document. You should not use the SLA as a way to convince your prospect of everything. Instead, be 100% honestly in their agreements and use the language that is exactly defined and specific. Your SLA should take all assumptions from the MSP / SMB relationship and set clear expectations.
Since a SLA is a legally binding document, it is a good idea to have someone with a legal background that enters the design and creates the design. As already mentioned, this is not the time to cut corners or search links to accelerate the process. Make sure that the SLA you contract is aligned with your specific business and the services you can offer to your customers. Renting a lawyer with proven experiences in the IT and Managed Services market is the right call.
In your SLA, you sketch the expectations of reaction times, support and more. Your employees should be thoroughly trained on these protocols to hurt risks, their SLAs. Each team member should know which aspects of the SLA apply for them (eg customer service vs. catastrophic rechartion), for which they are not responsible. Bake this workout in your onboarding process to ensure that each new team member holds the guidelines arranged in your SLA and properly talk to you.
There are a number of independent environments where MSPs works inside, especially in today's remote working landscape. So many different elements and environments are exposed to their company prone to forces out of their control. To mitigate and limit these risks, you may want to consider, including the harmless clause in your SLA that protects you that something unexpected (and from your control) should occur.
When it comes to adding and assessing your SLA points, whether you are on the right path or not, it helps to have software in place with which you can track your metrics.The Pairing ConnectWise ManagementВ® and BrightgaugeВ®, a ConnectWise solution, can help you to track all the components of your SLAs and see your status in real time on Business Intelligence Dashboards. Access to this type of information can help you to make better, more informed decisions, and allow you to proactively be your important SLA metrics so that nothing slips through the cracks.
Approaching your SLA from a thoughtful and carefully crafted point of view ensures that your customer relationship depends on a good start. A practical and processable service level agreement gives you and your customer's care and helps you manage expectations and create clarity. According to these SLA best practices, you can succeed with your customers in the long term.
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