RCS Professional Services Blog

RCS Professional Services has been serving the New York area since 1999, providing IT Support such as technical helpdesk support, computer support, and consulting to small and medium-sized businesses.

Why You Need to Be Familiar with Your SLAs

Why You Need to Be Familiar with Your SLAs

Normal. Usual. Typical. When your business is going well, it all feels “normal”. When you are faced with a major technology problem, however, it can trigger a series of catastrophic issues that interrupt, or in some cases destroy, the equilibrium reached when things are going as they should. This peace of mind is the main reason many businesses owners like you have chosen to sign a service level agreement (SLA) with an outsourced IT provider. Keeping everything “normal” can keep profit rolling in. Today we look behind the SLA to show you how it works to protect your business’ normal.

What Are We Agreeing To?
At RCS Professional Services, we understand just how much you depend on your technology. That’s why we’ve established our value-based managed IT service. Not all IT service providers do it this way. Many computer shops still just fix computers when they break, and while it’s okay to do it this way, we believe that our way, where we offer you several services designed to proactively protect your company’s technology, is simply more all-around valuable. In order to make it work, however, we make use of a carefully constructed service level agreement that works to establish the kind of service delivery you can expect, while giving our clients the peace of mind about how we handle our technical, personal, and financial processes, and what they mean for your business.

The typical SLA covers two major factors

  • Uptime/Downtime - Since any IT management service worth its salt will come with comprehensive remote monitoring as a standard part of the agreement, uptime is a crucial variable when thinking about an organization’s servers. This is an increasingly important metric since many IT service providers host infrastructure, applications, storage, or some other utility for their clients. Most SLAs will guarantee a certain degree of uptime.
  • Response Time - This measures how much time your IT services provider has before they need to respond to the problems you are having once you contact them. Generally, SLAs require the organization to go through the proper channel (usually a email-integrated ticketing system or chat interface), and hold short intervals of time to ensure that your IT system gets the attention it needs to be effective.

Scope
The first thing the SLA will establish is a description of the service that has been contracted. The SLA will outline the specifics of what technology is covered, and how it will be covered. Typically, service-based companies will have tiers of service that customers can choose from to keep the SLA process simpler. Some companies provide more or less flexibility depending on their clientele’s needs. In managed IT services, we like to think of ourselves as solutions providers, so we try not to limit the amount of good we can do for a company, but to protect our business, we have to explicitly outline what the agreement covers and what it doesn’t.

Penalties
The SLA will likely detail the kind of compensation that the organization would receive if the IT service provider fails to meet the promises outlined in the SLA. Typical responses to this are in the form of account credit. These serve to give an organization a certain percentage more service for the following month if a situation arises. There will also likely be a clause in the agreement that allows an organization to get out of their SLA if they aren’t delivered a certain level of service.

Cost
The agreement isn’t just in place to protect the service provider. Sure, without one there are no official boundaries put on a client to demand resolution of an issue, but it also serves to outline just how much the service costs, eliminating the risk of ambiguity on the buyer.

Why Your SLA Should Matter to You
The SLA provided by your IT company helps you determine where your monthly IT budget is going, what it protects you against, and how emergencies are handled. This sets an expectation for your company when issues occur. Granted, not all IT providers live and die by their SLA, which in our opinion, is a massive disservice to their clients. Have you ever felt like you weren’t getting what you paid for with your IT provider? We understand - and we can do better. Give us a call today at 212.532.9111 to talk about how we could raise your expectations for your IT.

 

Comments

No comments made yet. Be the first to submit a comment
Already Registered? Login Here
Guest
Wednesday, 21 November 2018
If you'd like to register, please fill in the username, password and name fields.

Captcha Image

Upcoming Events

No events

Mobile? Grab this Article!

Qr Code

Tag Cloud

Security Technology Best Practices microsoft Privacy Internet Software Tip of the Week Business Management Tip of the Week workplace tips Small Business Email Backup gadgets Mobile Office Hackers Saving Money Cloud Managed Service Provider Productivity Google hardware Data Quick Tips Business Malware Business COmputing Social Media User Tips Microsoft Office Computer Smartphones Efficiency Users IT Services Mobile Devices Hosted Solutions Android Innovation Network Security Upgrade Communication Passwords Virtualization Miscellaneous Business Continuity Smartphone Windows WiFi Operating System IT Support VoIP Disaster Recovery Holiday Tech Term Server Ransomware Mobile Computing Mobile Device Management Apple Network The Internet of Things Analytics Unified Threat Management Facebook Marketing Alert IT Support Windows 10 Antivirus Windows 8 Productivity Apps Remote Computing Gmail Data Recovery Maintenance Data Backup communications Cybersecurity Content Filtering History Browser IT Consultant Outlook Virus Money Artificial Intelligence Search Website Big data Data Management Going Green Hacking BYOD Phishing Health Office Excel Collaboration Vendor Management Employer-Employee Relationship Managed IT Services Remote Monitoring Mobile Device Windows 10 Internet of Things Humor Company Culture Managed IT Services Applications Laptop App Printer Tutorials Office 365 Lithium-ion Battery Firewall Update Current Events Bandwidth Cybercrime Word PowerPoint Business Intelligence Avoiding Downtime Proactive IT Access Control Hard Drives Data Security iPhone Best Practice Networking Touchscreen Save Money BDR eWaste Education Downtime Cost Management Tech Support Comparison Bluetooth Chrome Wireless Technology Social Networking Automation VPN Augmented Reality Spam Managed Service Display USB Bring Your Own Device Information Compliance Presentation Desktop IBM Information Technology User Error Wireless Running Cable Encryption Computers Pain Points Inbound Marketing Net Neutrality Patch Management Data Breach Unified Communications Bitcoin Law Enforcement Retail Cryptocurrency Experience YouTube Blockchain Gaming Console Troubleshooting Project Management Administration Computer Repair Cleaning Co-Managed IT IT Management Data storage Digital Payment Phone System Two-factor Authentication Saving Time Hiring/Firing Disaster User Vulnerabilities Google Docs Vulnerability Social Save Time Document Management Lifestyle Computer Accessories Safety Tablet Development Specifications Business Technology SaaS Websites Mouse Robot Customer Relationship Management DDoS Scam Government Data loss Help Desk Sports Tech Terms Social Engineering Cortana Human Error Entrepreneur News Backup and Disaster Recovery Text Messaging Google Wallet Displays Customer Service Solar HIPAA Managed IT Trending Mobile Technology Regulations Budget Fax Server Advertising Processors Electronic Payment Device Router Fake News Value Start Menu Ebay Hosted Solution Trojan End of Support IP Address Managing Stress Statistics Point of Sale Accountants Hard Drive External Harddrive Analytic Slack Microsoft Excel Professional Services Teamwork Data Protection Pirating Information Drones Writing Cables Storage Audit Media Streaming Equifax Distributed Denial of Service Smart Phones Monitoring Keyboard Zero-Day Threat Upselling Domains Wires Redundancy Spying Printing Startup Shortcut Dongle Digital Debate Hard Drive Disposal Network Congestion Mobile Security Memory LinkedIn Voice over Internet Protocol Employee-Employer Relationship Environment Downloads Legislation Programming Computer Care Phone Systems Staffing Streaming Media Competition Virtual Assistant Service Level Agreement email scam Multi-factor Authentication FinTech Emergency Onboarding Mobility File Sharing Emails Read Training Society Windows XP Application Smart Office Time Management Device security Legal Leadership MSP Business Owner Digital Signage Google Calendar Wireless Headphones Google Maps Recovery Printer Server Virtual Desktop Work Hackeres Unified Threat Management Computing Infrastructure Office Tips Twitter Identity Theft LED intranet Television Nanotechnology Hiring/Firing Cloud Computing Music Documents Public Speaking Optimization Business Cards GPS HTML Virtual Reality Skype Charging Entertainment Content SharePoint Wearable Technology Screen Reader Harddrive Black Market Get More Done Securty Webinar Heating/Cooling Online Currency Recycling Software as a Service Piracy 3D Deep Learning Knowledge Chromebook LiFi Travel Analysis Streaming Freedom of Information Conferencing Business Growth Monitors Manages Service Provider Hacker Continuity Software License Devices Visible Light Communication Product Reviews Password