Managed Services Support Agreement

Your agreement should clearly document expectations for system performance. It is especially useful if you are dealing with services related to third-party hardware, workstations, and systems. Provides a high-level definition of the services requested by a customer. A service level agreement (SLA) is a contract that in many ways sets the tone for the relationship between the provider and the customer. The SLA defines a number of delivery services and parameters provided by one party to another party. All these scenarios should be detailed so that the customer does not make any misunderstanding about your services. If your agreement is below your offers or business requirements in terms of customer service offerings, contractual language and payment terms, it`s time to update it. The design language contained in this article provides additional protection for MSP and the ability to be preventative when a customer requests changes to the service or billing, while ensuring that their business is protected. Depending on the level of the MSP, it can offer basic service levels of messaging support during business hours or a complex series of service levels with a number of levels like gold, silver, and bronze, with gold being the highest tier with the shortest response and solution times. As a result, the pricing plan should reflect service level areas.

Defines the standards that the environment must meet to qualify for services, for example. B operating system requirements, certain applications and their versions, update level, hardware requirements. Below are examples of the contractual language that can be used in a managed service agreement. When developing these clauses, I met with a lawyer to make sure they are the right language for the present and the future. These clauses or variants should be part of a managed service agreement. The contractual language contained in these clauses must provide your customers with adequate coverage, take into account situations that are not controlled by your MSP, while ensuring the protection of all parties. So the next time you`re preparing this deal, be sure to tick off these items on your list for a smooth alliance. When formulating the limitation of liability clause in the MSA, careful consideration should be given to ensueing so that the risk of liability in the event of infringement does not outweigh the economic benefit of the ADM. In the case of multi-year contracts, it is important to limit the liability for all claims each year to the total amount paid each year by the customer for the services, without an unused cap applying for subsequent years. Another nuance is to limit the liability of any service, such as a silo, to the amount paid by the customer for the service that motivates the liability. If the customer does not make payment for services or goods purchased and this loss lasts fifteen (15) days, interest is due on each amount due of 12% per year until payment. In the event that recovery procedures are initiated to recover the sums due from the client, the client must bear the recovery costs plus reasonable attorneys` fees.

As a Technology Solutions Provider (TSP), you want to develop a relationship and position yourself as a trusted consultant. The terms of the agreement are clear and concise – no confusing jargon. The worse your deal, the more you and your customers will benefit. Some MSPs use the term Service Level Agreement instead of the Order Services Agreement when they title or refer to their contract with their customers for services. Have you ever opened a product with “a little assembly required” that didn`t contain instructions (or contained them, but only in a language you don`t understand)? It`s so frustrating. Unfortunately, many customers feel the same way in their ordering service contracts.

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