Whether they are called SLAs or service guarantees, the concept of outcome-based terms within a contract is not new for MSPs. Whether MSPs should still continue to use guarantees within their service agreements today, that is a different question. 

Highlights: 

• What are SLAs?
• Defining outcome-based agreements
• Historical origins of SLAs
• Should MSPs today use SLAs? 

MSP Zone Guest: Rob Scott