When you partner with a managed IT services provider, your Service Level Agreement (SLA) defines the scope, standards, and accountability of that relationship. It’s more than a contract. It’s a framework that ensures both parties understand what’s being delivered, how it will be measured, and what happens if expectations aren’t met.
At Combined Technology, we help businesses across Oklahoma create clear, results-driven SLAs that support uptime, performance, and growth. Whether you’re outsourcing IT for the first time or reviewing an existing agreement, here’s what your SLA should include.
1. Scope of Services
The SLA should list all services the provider is responsible for. This includes:
- Network monitoring and maintenance
- Helpdesk support
- Cybersecurity tools and incident response
- Backup and disaster recovery
- Cloud services and infrastructure management
- On-site and remote support
Be specific. Avoid general phrases like “full support” and instead list exactly what systems, software, and tasks are covered. For a full breakdown of what a strong managed services offering looks like, check out our Managed IT Services in Tulsa.
2. Response and Resolution Timeframes
Clearly define how quickly the provider will respond to issues and how long it will take to resolve them. For example:
- Critical issues: Response within 1 hour, resolution within 4 hours
- Moderate issues: Response within 4 hours, resolution within 1 business day
- Low-priority issues: Response within 1 business day, resolution within 2–3 days
This section helps set realistic expectations and holds your provider accountable for timely action.
3. System Uptime Guarantees
If your business relies on technology 24/7, make sure your SLA includes an uptime guarantee. Common benchmarks include:
- 99.9% uptime for cloud services
- 24/7 monitoring with proactive alerts
- Redundancy planning to prevent outages
The SLA should also explain what remedies are available if uptime targets aren’t met, such as service credits or escalation protocols.
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Our team is here to help you navigate the options and answer all your questions so you can make the best decision for your business. Get in touch for a free assessment today!
4. Security and Compliance Commitments
In today’s threat landscape, cybersecurity cannot be an afterthought. Your SLA should outline:
- Included cybersecurity services (firewall, antivirus, patching, MFA)
- Response plan for security incidents
- Compliance requirements (HIPAA, PCI-DSS, etc.)
- Employee cybersecurity training if applicable
If your provider handles sensitive or regulated data, this section is especially critical. To understand how managed services support business security and compliance, visit our post on managed IT services benefits and considerations.
5. Reporting and Performance Metrics
To ensure transparency, your SLA should specify what metrics will be tracked and how often reports will be shared. These can include:
- Ticket response and resolution times
- Network uptime percentages
- Incident reports and security logs
- Asset and software lifecycle tracking
Regular reporting helps you hold your provider accountable and make informed decisions about your IT strategy.
6. Roles and Responsibilities
An SLA should define not only what the provider will do but also what the client is responsible for. This avoids confusion and ensures a productive partnership. Examples include:
- Granting access to systems or credentials
- Maintaining internal policies or training
- Following support procedures to report issues
Clear role definitions minimize delays and prevent misunderstandings.
7. Backup and Disaster Recovery Terms
Your SLA should clearly outline the backup frequency, storage locations, and recovery time objectives (RTO) and recovery point objectives (RPO). For example:
- Backups performed nightly
- Data stored in encrypted cloud servers and verified weekly
- RTO of 4 hours for mission-critical systems
8. Termination and Exit Strategy
If the relationship ends, the SLA should describe:
- Notice period for cancellation
- Data handover and documentation transfer process
- Offboarding timeline
- Final billing or refund terms
Need help building the right SLA for your business?
Schedule a free consultation with Combined Technology and let’s make sure your managed IT agreement is aligned with your goals and growth.
Frequently Asked Questions
What is a Managed IT Services SLA?
An SLA, or Service Level Agreement, is a formal document that outlines the expectations, responsibilities, and standards for the relationship between your business and a managed IT services provider. It defines what services will be delivered, the performance metrics, and the consequences if those standards are not met.
Why is an SLA important for IT services?
An SLA provides clarity and accountability. It ensures both parties are aligned on service expectations and gives you a reference point for measuring the provider’s performance. Without an SLA, it becomes difficult to enforce service standards or plan for issues like downtime or security incidents.
How detailed should the SLA be?
The SLA should be specific enough to avoid ambiguity. It should include service scope, response and resolution times, uptime guarantees, security protocols, reporting requirements, roles and responsibilities, and an exit strategy. The more tailored it is to your business needs, the more useful it will be.
Who is responsible for enforcing the SLA?
While your IT provider is responsible for meeting the terms, your business should regularly review performance reports, conduct SLA reviews, and hold the provider accountable. Many businesses assign an internal contact or IT liaison to monitor compliance.
Can SLAs be adjusted after the agreement is signed?
Yes. SLAs should be reviewed periodically and adjusted as your business evolves. Growth, new technologies, or changes in compliance requirements may all necessitate SLA revisions. A good managed services provider will be flexible and proactive in recommending updates.
What happens if the provider fails to meet SLA targets?
The SLA should outline remedies such as service credits, escalation protocols, or contract reassessment. These provisions help ensure accountability and allow for structured conflict resolution.
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