A Service Level Agreement (SLA) is a contract that in many ways sets the tone of the relationship between the customer and the customer. WADA defines a number of delivery elements and delivery parameters that one party has agreed to provide to another. Make sure you are not held responsible for losses or damage that are not controlled. The pandemic is a great example of how outside forces outside your control can have a rapid impact on your business and your customers. It is important that your managed service agreement takes these potential changes into account and clearly defines expectations for business relationships in times of crisis, including customer expectations. These terms also define how your MSP is protected. Developing a Service Management Agreement (MSA) is often the first thing a technology solutions provider (TSP) does to prepare to provide services to a potential customer. It helps: If your agreement is behind your offers or business requirements in terms of customer service offerings, contractual language and payment terms, then it`s time to update them. The design language in this article provides additional protection for MSPs and the ability to be preventative when a customer requests changes to the service or billing while ensuring that their business is protected. Does anyone have a boiler plate or an MSP model agreement with which I could compare mine to see if I don`t have a great picture? I`m a one-man shop, and I want to make sure I don`t slip through the cracks. This list, while scratching the surface of what needs to be included in a service management agreement, provides a solid foundation for MSAs who satisfy customers and set up your business. If you prefer a simple Jane`s managed services agreement that contains only the terms and conditions of sale, be sure to cover all the additional details described above in an addendum.
You should also think of your MSA as a potential distribution tool. You`ll notice that the coverage of our MSA model contains a checklist of services and products on offer, which will allow you to enhance the value you provide to a customer before asking them to log on to the dotted line. Before the client even inquires about the agreement, he has a clear understanding of what he or she is getting from the agreement. This is very different from a Master Service Agreement that serves as a framework for future agreements or transactions. Think of it as a „model” for future transactions by providing common rules and conditions covering all transactions between the two companies.