Generally, SLAs are considered as the foundation of MSP
businesses. They’re important in establishing strong client relationships and
should be reasonable, well-constructed, and clear. Just like creating a house,
it is essential to have strong foundation in case any bigger problems emerge.
Solid SLAs help establish the standards in case something
could go wrong and bridges gap between the expectations of your clients and
your own. But, several MSPs concentrate on selling the new solutions and
getting the clients to sign on a dotted line. As results, they do not put due
time in strengthening and crafting their service level agreements.
Having a precise, clear SLA will set your managed network
services business up for success in the future. Below are the tips on how you
could enhance your SLA:
Be Transparent
Setting attainable goals starts by being honeys with both
yourself and your clients. It cannot be stressed enough that you need to deliver
results that are in your actual capability. SLAs must not be confused with a
marketing tactic. The main point isn’t to oversell yourself to your clients,
yet to have reliable contract, which protects the interests of every involved
party.
Set Attainable and
Reasonable Goals
While well-made SLAs are a god way to show the real value of
your managed network services business, you might not like to represent your
abilities or company inaccurately. It is always better to over-deliver and
under-promise than it’s to make guarantees you just cannot keep. A lot of
managed network service providers think that they require to promise quick
resolution times to win some new clients. While it’s essential, it is a way
valuable to meet resolution expectations rather than under-delivering.
Clarify Particular
Points
If there is one place that you do not like any ambiguity, it
is in SLAs. Clarity and precision may help clients determine what they should
expect from your services, relationship, and particular aspects of your
services like the response times. It is much simpler for MSP to guarantee the
response times instead of the time to resolution. You must state clearly that
such times in SLAs and stipulate that they’re in fact response times and not
the resolution times.
Include the Hold
Harmless Clauses
Managed network service providers work within a particular
number of the independent environments. This only means that there are some
various limitations and elements to think of. While SLA is made to outline the
particular services, you’ll set and provide performance metrics, it’s in fact a
business contract. As such, it should protect your business through limiting
your risks. Including hold harmless clauses provide this kind of protection so
you are not left vulnerable to the conditions beyond your control.
Achieving success on SLAs starts with a workable and
practical SLA that provides assurance to your business and companies of your
clients. Well-written SLAs can give strong foundation on which to establish a
relationship with your clients, establish clarity, and manage your
expectations.
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