Many managed service providers (MSP) think service level agreements (SLA) add an unwelcome sense of negativity to a business built on trust and reliability.
We’ve heard a lot of MSPs say the unfavorable history of SLAs can make hesitant customers feel like the agreements are a just a barrier to shelter the service provider, rather than protect the user.
As a result, plenty of MSPs try to avoid SLAs completely, or, if they are required to include them, use agreements that are vague and indefinite. These organizations miss out on the power of a strategic SLA to help positively manage expectations from both parties in an MSP relationship.
What do you think – are MSPs who avoid SLAs missing an opportunity to utilize a tool for communication between customer and service provider, or is this just Hype?