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 

Tags : service level agreements,SLAs

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