Understanding Managed Network Service SLAs: A Human Guide
Let's be honest, Service Level Agreements (SLAs) for managed network services can feel like reading a foreign language (a language spoken fluently only by lawyers and network engineers, perhaps!). But fear not! Understanding them doesn't require a PhD in either field.
How to Understand Managed Network Service SLAs - managed services new york city
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Think of an SLA as a promise (a legally binding one, mind you) from your managed service provider (MSP). managed services new york city They're saying, "Here's what we guarantee about the performance of your network, and here's what happens if we don't deliver." The key is to understand what those guarantees actually mean.
The first thing to look for are the specific metrics being measured. Common ones include uptime (how much time your network is actually working!), latency (the delay in data transfer, think of it as how quickly your emails arrive), jitter (variations in latency, which can cause choppy voice calls), and packet loss (data that gets lost in transit, which can lead to incomplete downloads or website errors). Each metric will have a target level, for example, "99.99% uptime." check That sounds good, right? It is good, but it's worth knowing what that translates to in actual downtime (in this case, about 52 minutes per year).
Next, delve into the "exclusions." These are situations where the MSP isn't responsible for meeting the SLA. Common exclusions include scheduled maintenance (the MSP needs to update things sometimes!), events outside their control (like natural disasters or your internet provider going down), and problems caused by your own equipment or actions (like accidentally unplugging a crucial cable!). Understanding these exclusions is crucial, so you don't unfairly expect compensation for something that wasn't the MSP's fault!
Finally, and perhaps most importantly, understand the "remedies." What happens if the MSP doesn't meet the SLA? Usually, it involves some form of service credit (a discount on your bill).
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Ultimately, a good SLA is a collaborative document (or at least, it should be). It's not just something the MSP hands you; you should actively participate in defining what's important to your business and ensuring the SLA reflects those priorities.
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How to Understand Managed Network Service SLAs - managed services new york city
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