Managed Service Provider SLAs Explained: Why They Matter for Your Business
When you partner with a Managed Service Provider (MSP), one of the most important and often overlooked parts of the agreement is the Service Level Agreement (SLA). This document sets clear expectations for response times, resolution goals, and accountability. Understanding SLAs can help you choose the right MSP and keep your business running smoothly.
What Is a Service Level Agreement (SLA)?
An SLA is a formal commitment between you and your MSP that defines:
- Response Times: How quickly the MSP acknowledges your issue.
- Resolution Times: How soon they aim to resolve it.
- Priority Levels: How issues are categorized based on impact.
In short, an SLA ensures transparency and accountability, so you know exactly what to expect when something goes wrong.
How Does an SLA Work in Real Life?
Imagine you submit a service ticket to your MSP’s help desk because your entire office cannot access email. This is a Priority 1 (Critical) issue because it affects multiple users and disrupts normal business operations. According to Louisville Geek’s SLA:
- Your ticket will be acknowledged within 30 minutes.
- A technician will attempt to contact you within 1 hour.
- Work will begin immediately with best efforts to resolve the issue as quickly as possible.
This process gives you confidence that your MSP is actively working to restore operations and communicating with you throughout the incident.
Why SLAs Are Essential When Choosing an MSP
Not all MSPs offer the same level of service. A strong SLA provides:
- Predictability: Clear timelines for issue resolution.
- Accountability: Measurable standards for performance.
- Business Continuity: Faster resolutions mean less downtime and fewer disruptions.
Louisville Geek’s SLA Response Times at a Glance
| Priority | Acknowledgement | Contact Attempt | Resolution Goal |
|---|---|---|---|
| 1 – Critical | 30 min | 1 hour | Immediate / Best Effort |
| 2 – Elevated | 1 hour | 4 hours | 4 hours / Best Effort |
| 3 – Standard | 2 hours | 8 hours | 8 hours / Best Effort |
Note: Most tickets are resolved faster than these timeframes.
Understanding SLA Priority Levels
Your MSP should categorize issues based on their impact on your business. Here’s how we define priorities:
Critical (Priority 1)
Definition: An issue that prevents multiple users from conducting normal business operations.
Examples: Server failures, major security breaches, network outages.
Elevated (Priority 2)
Definition: An issue that prevents a single user from conducting normal business operations.
Examples: Password resets, workstation failures.
Standard (Priority 3)
Definition: A request that does not immediately impact business operations.
Examples: New user setups, routine maintenance.
Top Questions to Ask Your MSP About Their SLA
Before signing with an MSP, ask:
- What are your guaranteed response times?
- Do you offer 24/7 support for critical issues?
- How do you communicate during outages or emergencies?
- What happens if SLA targets aren’t met?
SLAs Are More Than Just Paperwork
An SLA isn’t just a contract—it’s a promise. When evaluating MSPs, make sure their SLA aligns with your business needs. At Louisville Geek, we go beyond the SLA by resolving most issues faster than promised and keeping you informed every step of the way.
Ready for Reliable IT Support?
We don’t promise instant fixes—but we do promise clear communication, fast response times, and solutions that keep your business moving forward. Our SLA sets realistic expectations, and in most cases, we resolve issues faster than the timeframes outlined.
If you’re looking for an MSP that values transparency and consistency, let’s talk.
