Service Level Agreement (SLA) terms for white-label providers are usually determined through negotiations between the managed service provider (MSP) and the white-label partner. Both parties collaborate to establish metrics, response times, and escalation procedures that meet the MSP’s client expectations.
How the Process Works
The MSP reviews standard SLA terms proposed by the white-label provider. Both parties then negotiate adjustments to ensure the SLA meets the MSP’s service standards and business requirements.
Key SLA Components
- Response and Resolution Times: Defines how quickly issues receive attention and get resolved.
- Uptime and Availability Targets: Sets minimum service availability percentages.
- Escalation Procedures: Outlines what happens if service performance falls below agreed standards.
- Reporting and Communication: Details the frequency and format of status reports and updates.
Negotiation Tips
- Align on Business Goals: Ensure the SLA supports both parties’ objectives.
- Set Clear and Measurable Targets: Use metrics that are easy to track and verify.
- Include Penalties and Remedies: Outline the consequences of non-compliance, which may include service credits.
- Review and Update Periodically: Adjust SLAs as business needs evolve.
Conclusion
SLA terms arise from mutual agreement between the MSP and the white-label provider. This collaborative approach ensures that service levels meet client expectations and align with both parties’ operational goals.
Are you ready?
Medha Cloud will help you establish clear and effective SLA terms with your white-label provider.
I’m Bharath, a Microsoft 365 and Azure engineer, helping small businesses make the most of Microsoft tools. As a Microsoft certified engineer, I have experience migrating organizations to Microsoft solutions and offer guidance on cloud-based solutions to optimize business operations.
