Your Managed Service Provider’s Service Level Agreements, or SLA’s, are an essential service to your business in Australia. They need to be clear, precise, and protect your company in the case of any minor or major technological issues. As providers of Managed IT Services in Brisbane, we find that SLA’s need to be discussed and updated regularly. Here are some tips to improving your SLA:
Ensure that Reasonable and Attainable Goals are Met
Set out the IT goals for your business and key performance indicators that your managed service provider must meet in relation to these goals.
Clarify Specific Requirements
Set out in the document any specific requirements that you have. This can include, for example:
- Regular backups
- All available software updates to be installed within a specific time frame
- Regular reports on system performance
- Server maintenance scheduling
- Required site visits from your Brisbane IT support
- Support hours
- Emergency callouts
- The number of on-site visits included per month
Ensure That the Managed Service Provider’s IT Staff Are Properly Trained
Your Managed Service provider must provide professionally trained staff. At ITCAT, our Brisbane IT Support staff are professionally trained and continually update their skills.
Set Out the Minimum Requirements
In the SLA set out the absolute minimum output that you, expect from us as your Managed IT services in Brisbane. This will include minimum time spent onsite and on remote support, attendance at meetings, maintenance and more.
Clearly Set Out Fees
In your service agreement clearly set out the standard service fees, and fees for additional services.
Your SLA with your managed provider is a legally binding document. It is designed to minimise your risk and maximise the results that your managed service provider achieves. Review your SLA often.
At ITCAT, we provide professional IT support that will improve, grow and streamline your business. Our IT services in Brisbane provide support remotely and on site to Sunshine Coast and Brisbane firms. Contact us for more information today.