The Importance Of Having The Right IT Service Level Agreement

A Service Level Agreement (SLA) enables you to hold your IT Service Provider accountable to protect your company and assets, as well as detail the exact level of service that you can expect. If these service levels are not met, and your company suffers direct losses, an SLA will allow you to mitigate some of these losses through compensation from the IT Service Provider.

It is critical to select a reliable and knowledgeable IT Service Provider that has the capability to:

• minimise IT infrastructure downtime and maintain technology.
• minimise end-user issues related to downtime.
• increase worker productivity through the knowledgeable use of technology.
• monitor system performance and ensure optimal operations.

There are certain critical objectives that an SLA should cover, and the Agreement must be very clear about these specifics.

What IT Services will be Delivered?

The SLA needs to lay out precisely what services will be provided to your company and at what cost. This will give you a clear understanding of what the Service Provider may and may not do, and prevent unreasonable expectations on both sides. This is especially important for when, years down the line, a change in staff occurs as it enables all the relevant parties to retain consistent expectations.

In addition to laying out the deliverables by the Service Provider, the Agreement also needs to specify the obligations of the client. These may include necessary requirements that need to be met before the Service Provider can commence with any contractual work.

The Duration of an IT SLA

The SLA contract period must include both a commencement and termination date to again ensure that there are no unfair expectations from either parties – especially if price increases are to be effected. The Agreement will also need to make a specific reference about how the contract should be renewed, whether automatically or recorded in writing. An “escape clause” relevant to both parties should also be included in the event of disputes arising relating to non-payment or a failure to provide services. This should be detailed further under “Breach of Contract” and “Dispute Resolution”.

Should Measurables be Included in an IT SLA?

It is vital to specify how the work progress and performance will be measured during the course of the contract. These measurables will help align expectations and keep the outsourced IT Service Provider accountable for delivering on their promises and on time.

Types of IT Service Level Agreements

There are different kinds of Agreements which depend on the type of infrastructure and software platforms your company uses. IT-related SLA’s usually pertain to speed and availability (up/downtime) over a monthly period, while a helpdesk SLA will include response times and time to resolution of the issue.

Besides the protection that an IT SLA provides, it should also contribute towards improving customer service, facilitating communications and defining expectations to help avoid disputes. An Agreement is fundamental to a positive experience for all concerned parties, and the IT Service Provider you choose should always be willing to create an SLA that grows with your business needs.

Westech is a professional and reliable IT Services Provider that has been assisting companies to optimise their businesses since 1994. Their IT services and Help Desk Support have been proven to actively reduce downtime, saving you money in the process. Contact Westech to assist you with an IT Service Level Agreement tailored to your company’s unique requirements.