Many business leaders are not very comfortable relinquishing control of their apps and corporate data to a third party. Even though cloud computing has become a core element of the small-business environment, making the move from in-house systems to hosted solutions is no small decision. That’s why decision-makers need to think very carefully about the services offered and the obligations the provider will commit to.
Service level agreements (SLAs) serve as technical performance contracts that stipulate the commitments of the service provider to offer a specified minimum standard of service. Contracts may also be issued internally between in-house IT departments and their end users.
However, when it comes to making that move to the cloud, a carefully crafted SLA is a crucial element when it comes to addressing your performance, security, reliability, and compliance concerns.
Description of the Services Provided
Any SLA should start with an introduction summarizing the services offered as well as the level of support you have chosen. For example, many MSPs offer multiple support levels, which determine how quickly the provider will respond to requests, how many monthly service requests you’re entitled to, and the minimum uptime you can expect.
Following the name of the provider and the client, this summary will also state the obligations that both parties must satisfy in order for the SLA to remain valid. This preliminary section should also include a list of hardware and software facilities supplied and any commitments that the provider has made to implement newly purchased systems.
Service Availability and Uptime Percentage
The section detailing service availability is usually the most important one because it stipulates the commitment of the provider to offer a specific minimum uptime. This level of uptime will be defined as a percentage. For example, an uptime of 99.9% translates into approximately 45 minutes of downtime per month. That means your systems may be inaccessible for up to 45 minutes per month.
Scheduled maintenance is an unavoidable part of any technology strategy, but it’s unscheduled downtime that you need to worry about. After all, most providers will take their systems down only for routine maintenance during off-peak hours when no one is likely to be using them anyway. In the case of unscheduled and unexpected downtime, however, an SLA should also commit to a maximum resolution time.
Support Requests
Prompt customer support is something every business needs to be able to rely on when outsourcing their IT. Most SLAs include a minimum number of free service requests every month, but you’ll have to pay extra for any additional ones on top of that. Many service providers also limit the number of people within your organization who can be authorized to open service requests.
The ability to plan for changes, both expected and unexpected, is crucial for the success of your cloud migration. Different providers offer varying levels of support as well as definitions of what constitutes an emergency request. For example, a service provider may consider requests made outside of normal working hours to be emergency requests, while others may charge an additional fee.
Availability, service quality, and responsiveness are all things you need to think about when evaluating an SLA. However, it’s also important to remember that an SLA is only a contractual outline of the responsibilities of both parties. You also need to consider the reputation and range of services offered by any company you choose to work with. After all, seeking a viable long-term solution for your business is paramount to its future success.
At Fluid Networks, we understand that finding a reliable IT partner can be a stressful experience. That’s why we provide the guidance you need throughout the migration process and the services you need to propel your business forward. Call us today to learn more.