When you choose an IT partner or Managed Service Provider (MSP), you’re trusting them with the nervous system of your business. Your systems, your data, your productivity — it all depends on technology that is supposed to just work.
But great IT doesn’t happen by accident. It happens when expectations are clear, accountability is built in, and both sides understand what success looks like.
That’s where a Service Level Agreement (SLA) comes in.
So what is an SLA?
An SLA is a documented agreement that defines exactly what you can expect from your MSP. It outlines measurable service standards, such as response and resolution times, system uptime guarantees, communication procedures, and escalation protocols. Done right, it brings clarity, transparency, and peace of mind. Done poorly (or missing altogether), it leaves you chasing responses, managing surprises, and paying the price for problems that should never have gotten that far.
Think of SLAs as the clear expectations you'd want to set in any relationship.
They’re not just technical benchmarks; they’re mutual promises between you and your IT partner. A well-crafted SLA protects the interests of all parties involved, fostering a healthy, collaborative relationship that can thrive over the long term. It ensures accountability, builds trust, and helps both sides stay aligned on what success looks like.
An IT partner who provides an SLA is a lot like a partner in real life that has their priorities straight. They have the maturity to set clear expectations with everyone in their life on what they can expect from them. You can count on them in an emergency, and even if it isn’t an emergency, they always reply to your texts.
Let’s dig into why SLAs matter, what they should include, and how to use them as a guide to finding an IT partner who’s really in your corner.
Think of an SLA as the clear expectations and mutual promises for your MSP relationship. It defines the services provided, the expected response time for support, and the standards to which your provider is committed. Without one, you’re working on trust alone. While trust is essential, it’s not enough to run a reliable business.
The right SLA:
At its core, an SLA is about turning promises into performance.
Not all SLAs are created equal. A strong agreement will cover the essentials of IT service while also giving you confidence that your provider is considering the bigger picture: your security, compliance, and long-term growth. Here are the key areas to look for:
A solid SLA will distinguish between response time (how quickly they acknowledge your request) and resolution time (how quickly they resolve the issue). For example, a critical outage might require a one-hour response and a four-hour resolution. Clarity here is non-negotiable.
If your MSP manages cloud hosting, backups, or business-critical applications, there should be defined uptime guarantees in place. Do you only need “9-to-5 Business Day” services or do you need “24/7” services? Your monitoring and response SLA should be clear so that everyone knows who has accountability for keeping your systems up and running, and when.
The SLA should spell out exactly what is covered, and, just as importantly, what isn’t. From patch management to backups to help desk support, you need a clear understanding of what you’re getting out of this relationship.
Sometimes problems get messy. A great SLA outlines how to escalate issues to your IT partner, who is involved, and how long it takes before the next tier of support steps in. That way, you’re never left wondering who’s on the case. It works in reverse too. Your IT partner also needs to know who within your organization they can and should go to when issues need to be escalated.
It’s not enough for your MSP to say “don't worry, we've got you.” You should see proof and accountability laid out in the SLA. This should include regular reporting on ticket response times, uptime percentages, and security patching. Transparency builds trust.
Many businesses in BC work with or aspire to work with the public sector. That means strict compliance requirements around Canadian data residency, SOC2 certification, and FOI readiness. If you work with government agencies (or want to), your SLA should show how your MSP supports those standards.
Great IT support doesn’t just react. It prevents issues before they happen. Look for commitments to regular updates, patching, monitoring, and maintenance. If you’re constantly chasing your provider to do the basics, that’s not a partnership, and you don’t have an SLA.
If the worst happens, like a cyberattack or a natural disaster, how quickly will you be back up and running? Attorney Aaron Hall refers to SLAs as formal contracts in the context of disaster recovery, “Critical in ensuring business continuity by establishing clear benchmarks for recovery time objectives (RTOs) and recovery point objectives (RPOs).” You need to know what to expect in the case of disaster recovery.
Your business won’t look the same in three years as it does today, and your SLA may need to change with it. As you add new tools, expand into new markets, or take on new compliance requirements, your IT needs evolve.
A great MSP relationship involves regularly checking in with each other, revisiting the SLA to ensure it still reflects your priorities.
This means reviewing:
An MSP that encourages these conversations shows you that they’re invested in your growth, not just keeping the lights on. The best SLAs are living documents, updated as your business evolves, so you always know your IT strategy and business goals are aligned.
Alternatively, weak SLAs tend to be vague in a way that looks good on paper but doesn't give you anything concrete for provider accountability.
For example, you might see promises of a "timely response" or "industry-standard uptime." Without definitions, those words are meaningless. What does "timely" mean ? One hour, one business day, or sometime next week? This isn't a situation where you want to be left guessing.
Another common red flag is overpromising without clear metrics. An MSP might claim "99.999% uptime" or "guaranteed rapid response." Again, if the SLA doesn't specify how those numbers are measured, which systems they apply to, or what happens if the MSP fails to deliver, you're dealing with marketing language, not a service guarantee.
You should also watch for essential services buried in fine print or excluded altogether. For example, backups might be "available" but only as an add-on service, or patching might be listed but done quarterly instead of monthly. Without clarity, you could assume something is included only to find out it isn't when you need it most.
An SLA is ultimately a mirror. If it’s clear, detailed, and transparent, chances are your MSP is the same. If it’s vague, confusing, or outdated, that’s often how the service feels, too.
The best providers don’t treat the SLA as a legal formality. They treat it as a shared commitment. They’ll sit down with you to review it regularly, adjust it as your business evolves, and ensure it aligns with both your immediate needs and long-term goals.
That’s what partnership looks like.
Outdated tools, compliance gaps, or vague promises from your IT provider are more than operational headaches; they’re risks your business can’t afford.
A well-crafted SLA removes uncertainty, keeps everyone accountable, and turns your IT provider from a vendor into a trusted partner. It’s the difference between firefighting and planning ahead, between hoping things work and knowing they will.
If you’re reviewing your IT strategy this year, start with the SLA. You deserve clear expectations, predictable service, no surprises. Connect with us today to learn how the right SLA can transform your IT relationship.