{"id":4556,"date":"2023-01-13T01:30:46","date_gmt":"2023-01-13T06:30:46","guid":{"rendered":"https:\/\/www.is-t.net\/blog\/?p=4556"},"modified":"2026-10-06T20:26:59","modified_gmt":"2026-10-07T01:26:59","slug":"what-is-an-sla-why-is-it-important-to-understand-whats-in-it","status":"publish","type":"post","link":"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/","title":{"rendered":"What Is An SLA &#038; Why Is It Important To Understand What&#8217;s In It?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"4556\" class=\"elementor elementor-4556\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-348d718 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"348d718\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-155bc2a\" data-id=\"155bc2a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b83e793 elementor-widget elementor-widget-image\" data-id=\"b83e793\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1200\" height=\"630\" src=\"https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2026\/10\/it-support-sla-hero.webp\" class=\"attachment-full size-full wp-image-7740\" alt=\"What an IT support SLA should include, IS&amp;T Consulting Group\" srcset=\"https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2026\/10\/it-support-sla-hero.webp 1200w, https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2026\/10\/it-support-sla-hero-300x158.webp 300w, https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2026\/10\/it-support-sla-hero-1024x538.webp 1024w, https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2026\/10\/it-support-sla-hero-768x403.webp 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c0d04d elementor-widget elementor-widget-text-editor\" data-id=\"8c0d04d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>An IT support SLA (service level agreement) is the contract section that defines exactly what service a provider owes you. A good one spells out guaranteed response and resolution times by priority, support hours, what is included and what is billed extra, uptime commitments, security and backup responsibilities, escalation steps, and service credits if targets are missed. IS&amp;T, a Houston managed IT provider since 1997, recommends checking all of these before signing.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-95dac57 elementor-widget elementor-widget-text-editor\" data-id=\"95dac57\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Reviewing an IT support contract? Have an IS&amp;T engineer walk through the SLA with you.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-545b3b4 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"545b3b4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.is-t.net\/contact-us\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Book an IT Consultation<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-009cb13 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"009cb13\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-73097a4\" data-id=\"73097a4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6ac7bc9 elementor-widget elementor-widget-text-editor\" data-id=\"6ac7bc9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-family: 'Arial',sans-serif;\">When looking for a managed services provider (MSP), organizations will find that most <a href=\"https:\/\/www.is-t.net\/managed-it-services-houston-tx\">IT service management <\/a>companies offer their clients services based on what&#8217;s known as a service level agreement (SLA). This is a very common component of outsourcing tech services, so it&#8217;s imperative that all business owners understand what it is, what it includes, and how to leverage the SLA to best benefit the business.<\/span><\/p><p><span style=\"font-family: 'Arial',sans-serif;\">Below, we&#8217;ll discuss the details of service level agreements, including common questions and ways your organization can help create an ideal agreement.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-363acc9 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"363acc9\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c4a859c\" data-id=\"c4a859c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c5c00af elementor-widget elementor-widget-heading\" data-id=\"c5c00af\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_85 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/#Definition_of_Service_Level_Agreements\" >Definition of Service Level Agreements<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/#Components_of_Service_Level_Agreements\" >Components of Service Level Agreements<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/#Services\" >Services<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/#Management\" >Management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/#Key_Elements_of_an_SLA\" >Key Elements of an SLA<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/#Benefits_of_a_Service-Level_Agreement\" >Benefits of a Service-Level Agreement<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/#What_Are_the_Different_Types_of_Service_Level_Agreements\" >What Are the Different Types of Service Level Agreements?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/#Frequently_Asked_Questions\" >Frequently Asked Questions<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/#What_is_the_difference_between_response_time_and_resolution_time_in_an_SLA\" >What is the difference between response time and resolution time in an SLA?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/#What_are_typical_SLA_priority_levels_for_IT_support\" >What are typical SLA priority levels for IT support?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/#What_happens_if_an_IT_provider_misses_its_SLA\" >What happens if an IT provider misses its SLA?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/#What_should_not_be_in_an_IT_SLA\" >What should not be in an IT SLA?<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Definition_of_Service_Level_Agreements\"><\/span>Definition of Service Level Agreements<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8ecf1e1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8ecf1e1\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-340c79f\" data-id=\"340c79f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-11bf7ce elementor-widget elementor-widget-image\" data-id=\"11bf7ce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"400\" src=\"https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2023\/01\/Service-Level-Agreement.jpg\" class=\"attachment-full size-full wp-image-4562\" alt=\"What is service level agreement\" srcset=\"https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2023\/01\/Service-Level-Agreement.jpg 800w, https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2023\/01\/Service-Level-Agreement-300x150.jpg 300w, https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2023\/01\/Service-Level-Agreement-768x384.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-30bd17b elementor-widget elementor-widget-text-editor\" data-id=\"30bd17b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Service level agreements (SLA) are contractual agreements that help define a level of service, performance standards, and a baseline of what to expect from your relationship with your provider. In regards to IT assistance, such as with a managed services provider, an SLA will define things such as expected response times, guarantees regarding IT performance, and additional metrics to measure service. Within an SLA, providers will also outline what will happen in the event they don&#8217;t meet the agreed upon level of service. For example, some providers will offer businesses service credits in the event performance goals haven&#8217;t been met.\u00a0<\/p><p>It&#8217;s important to have documentation of projected levels of service and performance so both parties know what to expect and what action to take in the event outcomes are different than expected.<\/p><p>Response time and resolution time are not the same thing. Response time is how fast someone starts working on your issue; resolution time is how fast it is fixed. A strong SLA states both.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7ba77e4 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7ba77e4\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-44e756a\" data-id=\"44e756a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9666f4a elementor-widget elementor-widget-heading\" data-id=\"9666f4a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Components_of_Service_Level_Agreements\"><\/span>Components of Service Level Agreements<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0dc37f2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0dc37f2\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6aeefad\" data-id=\"6aeefad\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-79157f3 elementor-widget elementor-widget-text-editor\" data-id=\"79157f3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Understanding an SLA as a part of an IT provider contract starts with understanding its components. So, how are service-level agreements typically structured?\u00a0<\/p><p>There are many aspects within an SLA, including which services are to be provided, detailed metrics regarding the services, costs of the services, and more. The main components of an SLA include service and management elements.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ab44b20 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ab44b20\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-db52bc8\" data-id=\"db52bc8\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8b45934 elementor-widget elementor-widget-heading\" data-id=\"8b45934\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Services\"><\/span>Services<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9ab2466 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9ab2466\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-67c735b\" data-id=\"67c735b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6cdaf69 elementor-widget elementor-widget-text-editor\" data-id=\"6cdaf69\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Service areas of an SLA will outline exactly what services will be provided and what services, if any, will not. Service sections of the SLA include hours of operation, costs of services, escalation procedures, and any other parameters that are important for involved parties to know.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b2d7d66 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b2d7d66\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-85537f7\" data-id=\"85537f7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-aebd557 elementor-widget elementor-widget-heading\" data-id=\"aebd557\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Management\"><\/span>Management<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9c1aa67 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9c1aa67\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e6479ae\" data-id=\"e6479ae\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8c353fa elementor-widget elementor-widget-text-editor\" data-id=\"8c353fa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-family: 'Arial',sans-serif;\">Management areas of SLAs include how the MSP will measure progress and performance. This can include an outline of objectives that the MSP will aim to achieve, details on how they will report any changes in business processes, and what protection is offered to the client by the MSP in the event business objectives aren&#8217;t met.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4918b97 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4918b97\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5c8d77f\" data-id=\"5c8d77f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6e96a97 elementor-widget elementor-widget-heading\" data-id=\"6e96a97\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Key_Elements_of_an_SLA\"><\/span>Key Elements of an SLA<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-38f5ed3 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"38f5ed3\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2dd5ffb\" data-id=\"2dd5ffb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b7fbc99 elementor-widget elementor-widget-image\" data-id=\"b7fbc99\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"400\" src=\"https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2023\/01\/What-are-the-Key-Elements-for-SLA.jpg\" class=\"attachment-full size-full wp-image-4566\" alt=\"What are the Key Elements for Service level agreement\" srcset=\"https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2023\/01\/What-are-the-Key-Elements-for-SLA.jpg 800w, https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2023\/01\/What-are-the-Key-Elements-for-SLA-300x150.jpg 300w, https:\/\/www.is-t.net\/blog\/wp-content\/uploads\/2023\/01\/What-are-the-Key-Elements-for-SLA-768x384.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f0be68c elementor-widget elementor-widget-text-editor\" data-id=\"f0be68c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The following are examples of more specific elements that are often included in the SLA:<\/p><ul><li><strong>Overview<\/strong>\u00a0&#8211; The basic information regarding the responsibilities of the provider, including what partners are involved in the agreement (the business, the MSP, etc.), as well as the start date of the agreement and an outline of what support and services will be offered.<\/li><li><strong>Services Description<\/strong>\u00a0&#8211; What exact services the SLA will be providing and details surrounding those services? For example, an SLA with a full-service MSP would include details on every aspect of IT management the MSP will provide, what hours they will provide service, and what resources (hardware, software, man-power, etc.) will be used to provide services.<\/li><li><strong>Exclusions<\/strong>\u00a0&#8211; The services or performance levels that are NOT included within the contract.<\/li><li><strong>Performance Expectations<\/strong>\u00a0&#8211; Metrics that define how well the technology services are expected to perform (uptime, downtime, number of issues, etc.) and what reporting methods will be used to provide results to the customer.<\/li><li><strong>IT Security\u00a0<\/strong>&#8211; How the MSP will protect your business data and systems from cybersecurity and\/or physical security issues.<\/li><li><strong>Backup and Disaster Recovery<\/strong>\u00a0&#8211; In the event of a breach, a <a href=\"https:\/\/www.is-t.net\/managed-it-services-houston-tx\/complete-data-backup-disaster-recovery-houston\">BDR plan<\/a> outlines the processes that the MSP will enact to help reestablish service and get business systems up and running.<\/li><li><strong>Compensation<\/strong>\u00a0&#8211; In the event the MSP doesn&#8217;t meet customer expectations or services are out of compliance with the agreed upon service\/performance metrics, compensation or service credit penalties will be outlined in the SLA.<\/li><li><strong>Service Performance Analytics<\/strong>\u00a0&#8211; How the MSP will document, measure, track, and report on the business&#8217;s IT performance.\u00a0<\/li><\/ul><p>Remember that every SLA will be slightly different, depending on the parties and circumstances involved, but having the basics in mind will help avoid confusion when looking through an SLA from potential IT service providers.<\/p><p>If a service is not written into the SLA, assume it is not included.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d20214b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d20214b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-df5db4e\" data-id=\"df5db4e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2b95eb0 elementor-widget elementor-widget-heading\" data-id=\"2b95eb0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Benefits_of_a_Service-Level_Agreement\"><\/span>Benefits of a Service-Level Agreement<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-45c9d19 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"45c9d19\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-dc10bc7\" data-id=\"dc10bc7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0fc0e76 elementor-widget elementor-widget-text-editor\" data-id=\"0fc0e76\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-family: 'Arial',sans-serif;\">Providing an SLA is one of the best practices in managed services, in part because of the many benefits it provides for each side of the partnership. For the provider, it manages client expectations. For businesses, it offers specific measurements by which to gauge the value of their investment in having an IT partner.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-09e78d6 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"09e78d6\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-8289587\" data-id=\"8289587\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5c19de5 elementor-widget elementor-widget-heading\" data-id=\"5c19de5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"What_Are_the_Different_Types_of_Service_Level_Agreements\"><\/span>What Are the Different Types of Service Level Agreements?<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8238522 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8238522\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7750ce4\" data-id=\"7750ce4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-55f5b7f elementor-widget elementor-widget-text-editor\" data-id=\"55f5b7f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>There are a few key types of SLAs, including:<\/p><ul><li><strong>Customer\u00a0<\/strong>&#8211; Customer service level agreements are between a service provider and their customers to help negotiate things such as expectations, payment rates, standards for service, and more.<\/li><li><strong>Internal\u00a0<\/strong>&#8211; Internal service level agreements are contracts between internal departments, teams, or organizations within a company to help establish and enforce deliverables.\u00a0<\/li><li><strong>Multilevel\u00a0<\/strong>&#8211; Multilevel service agreements are SLAs that are divided into tiers specific to a selection of customers. Similar to customer service level agreements, these SLAs help manage pricing and expectations. However, it is done with different levels of service depending on the type of customer.<\/li><\/ul><p>For companies looking for a managed services provider, expect to deal with customer or multilevel SLAs.<\/p><p>IS&amp;T provides <a href=\"https:\/\/www.is-t.net\/managed-it-services-houston-tx\">managed IT services<\/a> and <a href=\"https:\/\/www.is-t.net\/managed-it-services-houston-tx\/helpdesk-services\">IT help desk services<\/a> to Houston businesses under written service levels. For more questions to ask a provider, see our <a href=\"https:\/\/www.is-t.net\/managed-it-services-houston-tx\/faqs-about-managed-services\">managed services FAQs<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-69000c2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"69000c2\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-44f906d\" data-id=\"44f906d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-37864e5 elementor-widget elementor-widget-text-editor\" data-id=\"37864e5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Bring your current IT contract or proposal. A short review with IS&amp;T will show you what the SLA covers, what it leaves out and what to ask for.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b3827da elementor-align-center elementor-widget elementor-widget-button\" data-id=\"b3827da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.is-t.net\/contact-us\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Book an IT Consultation<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d3a3758 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d3a3758\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-88f1dbf\" data-id=\"88f1dbf\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8203754 elementor-widget elementor-widget-heading\" data-id=\"8203754\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Frequently_Asked_Questions\"><\/span>Frequently Asked Questions<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-67a7b34 elementor-widget elementor-widget-accordion\" data-id=\"67a7b34\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-1081\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-1081\" aria-expanded=\"false\"><span class=\"ez-toc-section\" id=\"What_is_the_difference_between_response_time_and_resolution_time_in_an_SLA\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What is the difference between response time and resolution time in an SLA?<\/a>\n\t\t\t\t\t<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-1081\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-1081\"><p>Response time is how quickly the provider acknowledges and starts working on a ticket. Resolution time is how quickly the issue is actually fixed. Many SLAs only guarantee response time, so check whether resolution targets are included, especially for critical issues like a server outage.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-1082\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-1082\" aria-expanded=\"false\"><span class=\"ez-toc-section\" id=\"What_are_typical_SLA_priority_levels_for_IT_support\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What are typical SLA priority levels for IT support?<\/a>\n\t\t\t\t\t<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-1082\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-1082\"><p>Most IT support SLAs use three or four priority levels. Critical issues, such as a business-wide outage, get the fastest response. High, medium and low priorities cover problems affecting one team, one user, or routine requests. The SLA should define each level and the response target for it.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-1083\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-1083\" aria-expanded=\"false\"><span class=\"ez-toc-section\" id=\"What_happens_if_an_IT_provider_misses_its_SLA\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What happens if an IT provider misses its SLA?<\/a>\n\t\t\t\t\t<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-1083\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-1083\"><p>The SLA should say. Common remedies are service credits against the next invoice, escalation to senior staff, and the right to end the contract after repeated misses. If the agreement has no remedy, the targets are goals rather than commitments.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-1084\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-1084\" aria-expanded=\"false\"><span class=\"ez-toc-section\" id=\"What_should_not_be_in_an_IT_SLA\"><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What should not be in an IT SLA?<\/a>\n\t\t\t\t\t<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-1084\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-1084\"><p>Watch for vague language such as \u201cbest effort\u201d without numbers, response times that only apply during business hours when you need 24\/7 coverage, and long lists of exclusions. Anything critical to your operations should be stated as a measurable commitment.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<script type=\"application\/ld+json\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"FAQPage\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"What is the difference between response time and resolution time in an SLA?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p>Response time is how quickly the provider acknowledges and starts working on a ticket. Resolution time is how quickly the issue is actually fixed. Many SLAs only guarantee response time, so check whether resolution targets are included, especially for critical issues like a server outage.<\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"What are typical SLA priority levels for IT support?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p>Most IT support SLAs use three or four priority levels. Critical issues, such as a business-wide outage, get the fastest response. 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Anything critical to your operations should be stated as a measurable commitment.<\\\/p>\"}}]}<\/script>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>An IT support SLA (service level agreement) is the contract section that defines exactly what service a provider owes you. A good one spells out guaranteed response and resolution times by priority, support hours, what is included and what is billed extra, uptime commitments, security and backup responsibilities, escalation steps, and service credits if targets [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":4562,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cybocfi_hide_featured_image":"yes","footnotes":""},"categories":[3],"tags":[],"class_list":["post-4556","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-managed-services"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>What is a Service Level Agreement &amp; Can It Benefit Your Business<\/title>\n<meta name=\"description\" content=\"Learn more about service level agreements (SLAs), and why is it important to have one between companies and service providers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.is-t.net\/blog\/what-is-an-sla-why-is-it-important-to-understand-whats-in-it\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What is a Service Level Agreement &amp; 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