How to Evaluate Manhattan MSP Service Level Agreements (SLAs)

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Okay, so youre looking at how to figure out if your Manhattan MSPs Service Level Agreement (SLA) is actually worth the paper its printed on? I get it. Its not always straightforward, and you dont want to be stuck with an agreement that doesnt really protect your interests.


First, lets acknowledge that SLAs arent just about uptime (though thats definitely crucial). Theyre a whole package deal, a promise about the quality of service youre paying for. Youve got to look deeper than just the headline numbers. Dont just assume that a 99.9% uptime guarantee is a gold standard without digging into the details of how thats measured and what happens if they dont meet it.


Instead, carefully examine the scope. What services are actually covered? Is it just the core infrastructure, or does it include things like application support, data backup, and disaster recovery? Neglecting this aspect can leave you vulnerable in areas you thought were protected. Make sure the SLA clearly defines responsibilities – whose job is it to fix what, and when? Ambiguity here is just a recipe for frustration, believe me.


Next, dive into the metrics.

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Its not enough to say "fast response time." You need concrete numbers. Whats the guaranteed response time for different types of issues (e.g., critical, high, medium, low)? Whats the resolution time? managed service new york And how are these metrics actually measured and reported? check (Thats key!). You dont want them using some proprietary measurement system that you cant independently verify.

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Transparency is your friend here.


Then, and this is important, scrutinize the penalties for failing to meet the SLA. Are they meaningful? A slap on the wrist isnt going to cut it if your business is seriously impacted by downtime or poor performance. Look for service credits, refunds, or even the ability to terminate the agreement if the MSP consistently fails to deliver. But, hey, make sure you're also aware of any exclusions or limitations that might let them off the hook (force majeure, scheduled maintenance, etc.).


Finally, dont neglect the reporting and review process. How often will you receive reports on SLA performance?

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Will you have regular meetings with the MSP to discuss performance and address any concerns? The SLA shouldnt be a static document; it should be a living agreement thats reviewed and updated as your needs evolve. A proactive approach to monitoring and communication is vital for a successful partnership.


So, in essence, evaluating a Manhattan MSPs SLA isnt just about looking at a few numbers. Its about understanding the entire commitment, ensuring it aligns with your business needs, and having mechanisms in place to hold the MSP accountable. Its a bit of work, sure, but well worth it in the long run. Good luck!

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How to Evaluate Manhattan MSP Service Level Agreements (SLAs)