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https://www.channelfutures.com/best-practices/msp-service-level-agreements-whats-covered-what-isnt
Apr 05, 2010 · Good point. Dealing with MSP on a daily basis, I noticed how many of them do not have clear definition of their SLA. When implementing an SLA Contract in a PSA system all the contract clauses and conditions must be included (expressed digitally not just text boxes) in such way that case resolution process can be monitored to comply with the SLA conditions.
https://www.solarwindsmsp.com/blog/managed-services-templates-slas
Jul 18, 2011 · Understand managed services contracts better with this SLA template and some helpful tips to get your started. ... Managed Services Templates - SLAs . MSP Business. Managed Services Templates - SLAs ... Once you've drawn up a standard SLA for your MSP or IT support company, have your customers read it over and sign it, indicating that they ...
https://searchitchannel.techtarget.com/feature/What-should-be-included-in-a-managed-services-agreement
The agreement should embody the MSP's service-level agreement (SLA), prioritization process, response times, a definition of support tiers and service desk escalation process. And finally, the agreement should reflect the MSP's labor rates or fees for requested services which fall outside of flat-fee support.
https://community.spiceworks.com/topic/2022780-sample-msp-contracts
Aug 03, 2017 · I wouldn't even dream of such a thing without MSP support myself. Based on interactions with Continuum just before I decided to close my consulting business (info now 2 years out of date; take with a grain of salt), you should be able to get some sample contracts from them ... assuming you actually resell their services.
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