White Paper

Understanding SLAs - Top 10 Things to Look out for in Service Level Agreements


The Service Level Agreement (SLA) is an integral part of an MSP’s (Managed Service Provider) business. Its purpose is to define the scope of services that the MSP offers, including:

  • guarantees on metrics relevant to their business and technology
  • customer responsibilities
  • issue management
  • compensation commitment when MSPs fail to deliver on the SLA.

This white paper would help you understand the SLA and be aware of every clause in it.

Fill out the form on the right to download the white paper.