When you hire a Managed Service Provider (MSP), you’re not just paying for tech support—you’re buying peace of mind. But how do you know they’ll deliver? That’s where a Service Level Agreement (SLA) comes in.

An SLA is more than just a contract. It’s a promise. It sets clear expectations for the services you’ll receive, the standards your provider will meet, and what happens if they fall short. Think of it as the foundation of trust between you and your MSP.

At its core, an SLA answers three key questions: What will the MSP do? How quickly will they do it? And what happens if they don’t?

For example, let’s say your network goes down. How soon should you expect it to be back online? An SLA might guarantee that critical outages will be resolved within two hours. If they don’t hit that mark, there are consequences—like credits on your bill or even penalties.

But SLAs go beyond just response times. They define the scope of services. Are backups included? How often will updates be applied? What level of monitoring will you receive? The SLA ensures there’s no ambiguity about what’s covered—and what isn’t.

SLAs also set performance standards. Your MSP might promise 99.9% uptime, meaning your systems will be operational nearly all the time. That’s more than a number—it’s a commitment to keeping your business running smoothly.

For SMEs and nonprofits, this clarity is invaluable. You can’t afford guesswork when it comes to your IT. An SLA turns vague promises into concrete guarantees, giving you confidence that your technology is in good hands.

And it’s not just about holding your MSP accountable. An SLA protects both sides. It ensures you understand your responsibilities too, like providing accurate information or maintaining certain hardware.

So, how do you know if an SLA is good? Start with the details. A strong SLA is specific, measurable, and realistic. It doesn’t just say, “We’ll respond quickly.” It says, “We’ll acknowledge your issue within 15 minutes and resolve it within four hours.”

Next, look for flexibility. Your needs will change as your business grows, and your SLA should grow with you. A good MSP will review and update the agreement regularly to make sure it still fits.

Transparency is critical. A reliable MSP will explain their SLA in plain language, so you understand exactly what you’re getting. If they dodge questions or bury important details in fine print, that’s a red flag.

SLAs are particularly important for nonprofits. Your mission depends on reliable technology, and every minute of downtime affects the people you serve. An SLA ensures your MSP prioritises your systems, so you can stay focused on your impact.

But what happens if an MSP fails to meet their SLA? It’s rare with a good provider, but it does happen. That’s why SLAs include remedies, like financial credits or escalation paths to resolve issues faster.

Here’s the bottom line: an SLA isn’t just a piece of paper. It’s your safety net. It gives you confidence that your MSP will deliver what they promise, when they promise it.

In a world where technology drives everything, that confidence is priceless. With a solid SLA, you’re not just hiring an IT provider—you’re gaining a partner you can count on. And isn’t that what every business and nonprofit deserves?