The Process of Developing a Service Level Agreement (SLA) with an Outsourced IT Provider

Developing a Service Level Agreement (SLA) with an outsourced IT provider is a critical step in any business’s operations. A well-crafted SLA helps ensure that the IT provider understands their responsibilities and can deliver on them, while also protecting the business from any potential risks associated with outsourcing.

The process of creating an SLA involves several steps which must be taken to ensure its success. In this article, we will discuss these steps in detail so that you can create a comprehensive and effective agreement for your company’s needs.

1. Establish Your Goals:

The first step in developing an SLA is to identify the goals of your agreement and what you expect from the IT provider. Be sure to include any expectations that you have for service quality, response times, service availability, security measures, backup and recovery procedures, incident management protocols, etc. 

This information will help you determine which items will need to be included in the agreement.

2. Collect Necessary Information:

Once you have identified your goals, you should begin collecting any additional information that may be necessary for creating an effective SLA. This could include details about the size and scope of your IT operations, current service levels, security measures currently in place, backup and recovery policies, etc. 

This information will help the IT provider better understand your company’s needs and help them create an agreement that meets those requirements.

3. Draft the Agreement:

Using the information from the previous two steps, you can begin drafting your SLA. Be sure to include all the goals and expectations that were identified in step one, as well as any additional details that were collected in step two. Be sure to include a section for each service level and any other relevant information.

4. Review and Negotiate:

Once the draft agreement has been completed, it is important to review it thoroughly and make any necessary changes or revisions before finalizing the document. It may also be beneficial to have a professional review the agreement to ensure that all legal aspects are properly addressed. 

Once the document has been finalized, it is important to negotiate any points of disagreement or areas of improvement with the IT provider before signing off on the agreement.

5. Sign and Execute:

Once all parties have agreed upon the terms and conditions outlined in the SLA, it is time to execute the contract and sign it. This is the final step in the process of developing an SLA with an IT provider and should be done with great care to ensure that all parties are satisfied with the agreement.

Creating a Service Level Agreement (SLA) with an outsourced IT provider can be a complex task, but following these five steps can help ensure that your agreement will provide the necessary protection and service quality for your business needs. 

Be sure to take your time in each step of the process and be thorough when drafting the document. By doing so, you can ensure that all parties are satisfied with the agreement and that it will remain effective for years to come.

Chris Turn

Chris has experience covering the latest trends in the small business world, and has a reputation for being a knowledgeable, creative and strategic blogger. He has a deep understanding of marketing and branding principles and how they can be applied to small businesses, and is able to provide actionable advice and strategies for success. Chris has interviewed industry experts and covered major marketing events such as the SXSW Interactive conference and the Advertising Week conference. He is also a successful small business owner himself, which allows him to bring a unique perspective to his blogging and writing. His blog is known for providing valuable insights and tips on how to effectively market and brand a small business.