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 businesses that want someone to manage their computers and IT professionally. A typical SLA should cover all your computers, software, and networking components.

Why your small business needs an SLA

The SLA is a critical document that defines and guides the working relationship your business has with a computer services provider or IT supplier. Basically, it stipulates the sort of support you should get when you hire a networking or IT company. The SLA is a binding contract that ensures your business gets all the support it needs. 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 in the agreement.

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.

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.

Do you need an SLA?

ACR can help your business draft service level agreements that cover all your hardware and software including system upgrades and maintenance. Our aim is to ensure your business gets adequate and prompt support so as to minimize downtime. To learn more about the benefits of having Service Level Agreements, call 678-899-6800