What is an MSP Service Level Agreement (SLA)?

An SLA is a formal agreement that outlines the services an MSP will provide, how performance will be tracked, and what happens if targets aren’t met. It helps remove ambiguity from the working relationship and gives both parties a clear picture of roles, responsibilities, and standards.

Some of the key things it covers:

• What’s included – The specific IT services you’ll receive, like help desk support, system monitoring, or data backup.
• Performance targets – Measurable goals such as how fast issues will be responded to or resolved, and how much system uptime you can expect.
• Reporting and transparency – How performance will be tracked and reported back to you.
• Escalation process – What happens if something isn’t resolved quickly enough.
• Remedies – Things like service credits or other actions if agreed standards aren’t met.

In short, an SLA makes the invisible visible. It turns promises into commitments and ensures you know what to expect day to day.

Why are SLAs so important?

For you (the client):

• You’ll know exactly what you’re paying for – no grey areas.
• If something goes wrong, there’s a clear process for getting it sorted.
• You get regular reporting, so you can track performance and hold your provider to account.

For us (the MSP):

• It helps us set realistic expectations and stay focused on what matters most to your business.
• It creates consistency across our support team and operations.
• It shows that we’re serious about being transparent and reliable.

An SLA is all about building trust, avoiding surprises, and keeping everyone aligned.

The key metrics to include in your SLA

Not all SLAs look the same, but there are a few common performance indicators that help ensure quality service. These are the ones we focus on at Intech3:

Response time

How quickly we acknowledge your request once it comes in. This might vary depending on how critical the issue is – but the idea is, you won’t be left waiting in the dark.

Resolution time

Once we’ve acknowledged the issue, how long do we take to fix it? This is one of the most important metrics for clients, and for good reason.

System uptime

How often your systems are available and running as they should be. For most businesses, anything below 99% uptime is unacceptable – so this figure matters.

First-call resolution

How many issues can we fix without passing the problem along or needing follow-ups? High scores here mean smoother, less frustrating support experiences.

Mean Time to Resolution (MTTR)

This tracks the average time it takes us to fully resolve a problem. It helps measure how efficient we are across all types of support cases – not just the quick wins.

SLA Metrics Dashboard Example:

Sla Metrics Dashboard

What happens if targets aren’t met?

Things go wrong sometimes – it’s part of the nature of IT. But what matters is how we deal with it. A good SLA doesn’t just set expectations, it also outlines what happens if those expectations aren’t met.

That includes:

• Clear escalation paths – Who gets involved, and when.
• Post-incident reviews – So we can prevent the same problem happening again.

For clients, this means peace of mind. For us, it keeps our team accountable.

Sla Flowchart

SLAs also improve how we work internally

An SLA isn’t just about external promises – it’s also a powerful internal tool. At Intech3, we use SLA metrics to:

• Track how well our team is performing
• Identify where processes can be tightened
• Plan staffing and resources more accurately
• Maintain consistency across all clients

In other words, the SLA helps us run a tighter ship – which benefits you in the long run.

Tips for getting the most out of your SLA

Want to make sure your SLA is actually useful? Here are a few best practices we recommend:

Keep it SMART

Make sure the goals are Specific, Measurable, Achievable, Relevant and Time-bound. Vague statements like “we’ll fix issues quickly” don’t cut it.

Keep it up to date

Your business will change, and so should your SLA. Review it regularly, especially if your needs evolve.

Align internal goals with client outcomes

Our internal KPIs at Intech3 mirror the commitments we make to clients. That way, our whole team stays focused on what matters most – delivering on our promises.

Include security terms

Cybersecurity is critical. Your SLA should mention how risks are managed and who’s responsible for what in the event of a breach.

Be clear on remedies

Make sure the agreement outlines what happens if things don’t go to plan. That could mean service credits, detailed escalation processes, or capped liability clauses.

Final thoughts

An SLA isn’t just red tape or fine print – it’s the framework for how we work together.

For businesses, it offers clarity, consistency, and confidence. For MSPs like us, it helps deliver better service, build trust, and ensure nothing falls through the cracks.

At Intech3, every SLA we create is tailored to your business – not just copied and pasted from a template. Because when you’re trusting someone else to manage your IT, you deserve to know exactly what that relationship looks like.

Curious if your current SLA is doing enough?

We’re happy to review it with you, or help you set up one from scratch that makes sense for your business.

Talk to our team to learn how we deliver reliable managed IT support, backed by real accountability.

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