November 10, 2016

Service Agreement

If you’re ever going to hire an IT or computer professional, it’s good to have Service Level Agreements in place. This will guide your relationship with the service provider and ease any anxiety you have about managing your IT systems. ACR creates SLAs for small business that want someone to manage their computers and IT professionally.

What does a service level agreement cover?

SLAs apply to all the vital equipment, software, and services that your business requires. We’re talking about the entire IT system, from servers to software and usage. A typical service agreements covers:

  • PC and server repair
  • New computer installation.
  • Desktops/laptops upgrade
  • Disaster recovery
  • PC and network support.
  • On-Site support
  • IT Monitoring (servers, PC’s, Firewalls, Broadband)
  • Reporting ( disk usage, web usage, and hardware)
  • 3rd party vendor management
  • hardware and systems procurement.

Why is a service level agreement important?

Your SLA defines and guides the relationship between your business and your IT supplier. It assures you of a certain level of service and guarantees you that the IT supplier or service provider will act swiftly. Without a solid SLA, you’re unlikely to get your supplier to address your request or issues professionally. So if an IT vendor or supplier promises to address your critical problems within an hour, that’s exactly what you can expect under an SLA. Always specify what is important for your IT needs and include it the agreement.

What makes a good SLA?

Your service level agreement should stipulate the amount of compensation you should receive whenever the IT supplier fails to keep his end of the bargain. A good SLA shoud include penalty clauses and applicable amounts. We understand that the amount of compensation varies among IT vendors and suppliers. Compensation can be in the form of account credits, which reduce the cost of IT support within a month. Most importantly, a good SLA should have a get-out clause that allows you to terminate the contract whenever the supplier fails to honor his promises repeatedly.

To learn more about the benefits of having Service Level Agreements, call 678-899-6800 or write an email and we shall respond within an hour.