What is the service level agreement (SLA) for NYC MSPs?

What is the service level agreement (SLA) for NYC MSPs?

managed it security services provider

Okay, so, whats the deal with Service Level Agreements (SLAs) for Managed Service Providers (MSPs) in NYC? managed it security services provider Its not like theres one, single, official "NYC MSP SLA" written in stone, yknow? It's more like… it depends.


Think of it this way: an SLA is basically a promise.

What is the service level agreement (SLA) for NYC MSPs? - managed it security services provider

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A promise from your MSP that theyll deliver a certain level of service.

What is the service level agreement (SLA) for NYC MSPs? - managed it security services provider

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And what that "certain level" is varies wildly depending on a bunch of stuff. Like, what kind of services are you even getting? Are you a small bakery needing basic tech support, or a massive financial firm that cannot have any downtime? managed it security services provider See the difference?


So, generally, an SLA for an NYC MSP will cover things like:




  • Uptime Guarantees: This is probably the big one.

    What is the service level agreement (SLA) for NYC MSPs? - managed it security services provider

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    How much time will your systems be actually working? They might promise 99.9% uptime, which sounds amazing, but read the fine print!

    What is the service level agreement (SLA) for NYC MSPs? - managed it security services provider

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    What constitutes "downtime"? Is it just a complete system failure, or does it include slow performance? And what happens if they dont meet that uptime? Do you get a discount? A free month? You gotta know!




  • Response Times: If something breaks, how quickly will they respond? Will they answer the phone immediately, or will you be stuck listening to hold music for an hour? (Probably shouldnt be an hour, honestly.) Are there different response times for different levels of problems? Like, a critical system failure might get immediate attention, while a minor printer issue… not so much.




  • Resolution Times: Okay, so they responded. Great. But how long will it take them to fix the problem? Again, this is usually tiered based on severity. A critical issue should be resolved faster than a minor one. But make sure those timeframes are clearly defined.




  • Service Scope: What exactly are they covering? Is it just your servers? Your workstations? Your network? Your cloud services? Be specific! Dont assume anything.




  • Security Measures: How are they protecting your data? What security protocols do they have in place? Are they compliant with any relevant regulations (like HIPAA if youre in healthcare)?




  • Reporting: How often will they give you reports on their performance? What kind of metrics will they track? This helps you hold them accountable and see if theyre actually living up to their promises.




Now, heres the thing. Dont just accept the first SLA they hand you. managed service new york Negotiate! Especially if youre a larger company, or you have very specific needs. A good MSP should be willing to work with you to create an SLA that meets your requirements and budget.


And, uh, read the whole thing. Like, really read it.

What is the service level agreement (SLA) for NYC MSPs? - managed services new york city

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Dont just skim it and assume its all good.

What is the service level agreement (SLA) for NYC MSPs? - managed it security services provider

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Ask questions! Clarify anything you dont understand. Because, at the end of the day, that SLA is your protection.

What is the service level agreement (SLA) for NYC MSPs? - managed it security services provider

    Its what you can point to if theyre not holding up their end of the bargain.

    What is the service level agreement (SLA) for NYC MSPs? - managed services new york city

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    Its there to help you to keep them on the up and up.


    So yeah, no one-size-fits-all SLA for NYC MSPs. Its all about finding the right MSP and negotiating an agreement that works for you. Good luck with that!

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