You certainly don`t want a number of different agreements to wander around, so you`re never sure which customers are under what provisions. An annual audit of your documentation is usually sufficient. Focus primarily on finding and amending clauses that cause problems for you or that don`t benefit your business relationships. The following paragraphs are clauses that you may want to add to the next revision. Master Services Agreement (MSA) – An interim contract in which the parties agree on most of the conditions governing future transactions or agreements. A Service Level Agreement (SLA) is a contract between an IT service provider (MSP) and its client that outlines the responsibilities of both parties. The purpose of an ALS is to define and document the IT services provided by the MSP, the minimum response time, the protection of MSP liability, the payment structure and the service standards that the provider is required to meet. An ALS can also indicate how much time you spend on an account, and most MSP SLAs contain an RPO and ANT. If something were to happen, how old are the files they should recover? Is it critical that you have files from an hour or two ago? This determines whether your customer`s data is backed up every hour, night or week.
When setting your contract, pay attention to your creditor`s SLAs. Can your backup provider help you meet the requirements you`ve promised? Service level agreements may vary from case to case. As a general rule, the most successful and well-designed ALSs include: Extended Services As a proven method, you are assisted by a lawyer in the creation of your ALS. This is extremely important because an ALS is a legally binding agreement. Once your ALS has been created and signed, it can be used as a reference point for each game. If the requirements are not met, this can be used either to your advantage – or disadvantage – so that a lawyer involved is important to fill in the possible loopholes and make sure everything is properly installed. An MSP-SLA is a written agreement between the MSP and the client. This agreement describes contractual expectations, for example. B the expected response times for customer service requests. An ALS document is generally divided into several categories based on the priority level of requests for assistance submitted, with a minimum response time and a minimum resolution time. This initial agreement will significantly benefit customers, z.B.: In essence, much of the success of your MSP depends on how you meet the terms of your SLA agreement.
This means that the alS letter before entering the client relationship partly determines how the relationship will unfold. To make sure you write the best SLAs possible, here you will find some basic best practices that can benefit any ALS: you should also consider your MSA as a potential distribution tool. You`ll notice that the coverage of our MSA model contains a checklist of services and products on offer, which will allow you to enhance the value you provide to a customer before asking them to log on to the dotted line.