Binding you as an enterprise customer to a managed service provider (MSP) is a comprehensive legal document that contains terms, definitions, coverage, protocols, procedures and more, including at its heart, a service level agreement (SLA).
Detailing key measurements that enable contract enforcement, SLAs are designed to ensure that customers get what they expect, especially in terms of service availability, and that service providers understand their responsibilities. But while SLAs are vital to a healthy managed service strategy, they don’t ensure that you are capturing all the value you can from this relationship.
