For each distinct service, the MSP needs to offer an SLA. An SLA is often expected for the following services IT monitoring, managed hosting, collocation (usually, power, space, and an internet connection), backup, and disaster recovery

Customers who hire you to maintain their network expect more than just speedy fixes to their issues; they also want assurance that they are getting what they paid for in terms of services in exchange for their monthly payment. In essence, they are searching for a means of making you answerable. However, you should proactively draught the SLA rather than viewing it as a tool the client may use against you. This will allow you to utilize the service criteria to accurately assess your deliverables and show that you are offering top-notch service.