Ensure that everyone is on board.
Determine essential metrics.
Make provisions for the unexpected.
Check the details once again.
Review and update as needed.
If you are still putting together the pieces after a prior support provider has left, it may be preferable not to agree to an SLA at first.
Some clients are never pleased, while others may be a genuine challenge to work for—rude, demanding, and often playing with settings they do not understand!
You may discover that your company ends up offering IT help to some organizations on an ad hoc basis—these clients are unlikely to require an SLA.
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.
MSP Customer Reviews
We've had AlertOps for a couple of years now and are extremely happy with the results. Our techs rely on the convenience of launching the mobile app to check in on this assigned alerts. As the manager, I have found it easy to schedule our resources during on call hours and holidays. Support issues when needed, have always been handled in a timely fashion. Keep up the good work!
We switched to AlertOps from a different platform for a number of reasons, such as flexibility in schedule changes when someone is off, adding Stat holidays to the existing schedules, combination of multiple schedules and teams and others. I appreciate fine tuning that can be set up with ConnectWise. I am pretty sure I have lots yet to discover though.. So far, whenever I ask - is it possible, the answers were - yep :-).
Review which calls were answered or missed as well as notify and escalate on any incoming or missed calls!
Live-call routing enabled customers to call in and route to the appropriate technicians based on the desired sequence, schedule based on time of day, or directly to voicemail
Tickets left unattended after a certain period of time during the business day kickoff custom notification rules to escalate directly to management