Each Tuesday, MSPmentor’s Ask a Mentor service publishes a reader question and invites you to weigh in with recommendations. This week’s question comes from a reader in Western Massachusetts, who wants to know more about managed services contracts and service level agreements. Here’s the question and our reply…
Question – The reader states: “What are the “standard” elements of an managed services contact? Are they typically yearly? Monthly? Do hours roll over? Are they ‘use-it-or-lose-it’? Anything else I should consider?”
Answer: Quite a few folks have developed sample managed services agreements for MSPs to study. The agreements are for instructional and informational purposes, but you can certainly study them to help frame your own managed services agreements with customers. Two potential examples: Ingram Micro and MSP University developed this sample managed services agreement (PDF). And CompTIA (the Computing Technology Industry Association) offers some basic SLA guidance here.
Readers: Admittedly, I’m just a blogger. You’re the experts since you’re dealing with the MSP industry every day. Feel free to weigh in with a comment below. Or, to submit your own question, simply visit our Ask a Mentor page. We’ll post a new reader inquiry each Tuesday. And we’ll reply privately to you as well.
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Posted In: Ask a Mentor | Service Level Agreements
Tags: Ingram Micro Seismic | Managed Services Agreement | Managed Services Contracts | MSP Contracts | MSP Service Level Agreements | MSP SLA | MSP University | MSPU | Service Level Agreement
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