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What Should Be in Your IT Support SLA (And What Most Businesses Overlook)

What Should Be in Your IT Support SLA (And What Most Businesses Overlook)

Why Your SLA Deserves More Than a Signature

A Service Level Agreement (SLA) isn't just legal jargon, it’s the backbone of your IT reliability. Yet many businesses, especially SMEs, accept vague terms that leave them vulnerable when tech issues strike. Here’s what should and shouldn’t be included in your SLA:

1. Clearly Defined Response & Resolution Times

You need both a commitment to acknowledge issues and a clear deadline for resolving them. An SLA should define:

  • Response time: When support will start addressing the issue
  • Resolution time: When the issue will be fixed or a workaround provided
  • Escalation paths: In case the problem isn't resolved within agreed timeframes

Want to see how effective support scales with business demands? Explore our blog post “How Unlimited Remote IT Support Enhances Business Continuity” for a real world lens on performance guarantees in action.

2. Explicit Deliverables for Outsourced Support

Vague support scopes lead to misunderstandings and unexpected bills. Your SLA should clearly define:

  • What’s covered (e.g. server maintenance, patching) and what’s not
  • Reporting intervals (weekly health checks, incident logs)
  • Scheduled preventive maintenance
  • Penalties or credits for missed SLAs

For additional insight on how unclear agreements can harm growth, check out our article “The Role of IT Manpower Solutions in Boosting Business Productivity”.

3. How KG Sowers Creates SLAs That Truly Protect Uptime

KG Sowers takes the guesswork out of support SLAs:

  • We map your critical systems and tailor response/resolution timelines accordingly
  • We include regular health-reporting and transparent performance dashboards
  • Our agreements embed proactive support, like patch management and compliance checks

No surprises. Just uptime, coverage, and peace of mind.

Final Thoughts

An SLA should be a promise, not a placeholder. It's what holds IT support accountable and your business secure. Don’t settle for vague terms. With KG Sowers, your SLA becomes a tool for clarity, reliability, and confidence.