January 6

Understanding Your Service Level Agreement with Your IT Support Provider on Long Island

When you sign up for IT support on Long Island, you’ll sign a service level agreement (SLA) that specifies the services you’ll receive from your managed service provider (MSP). It’s essentially a contract for a specified term that determines how the support team will meet your needs. Here are important points to remember before committing to an SLA.

Services and Response Times

Your SLA should list all the IT support services you have agreed to pay for your business on Long Island. Companies with tight budgets may only need to select services like cloud services and a disaster recovery plan while more capitalized firms may need a wider scope of services. It’s important that the list on the SLA matches the services you expect to get.

The SLA should further provide estimates on response times and expected resolution times when technical issues arise. The IT company should give you a good idea of how much downtime will be involved for certain disasters. The most ambitious and reputable IT providers will find ways to reduce downtime to near zero, simply by providing a logical backup plan.

Identifying Responsibilities

The best way to reduce confusion in the future over accountability is to have it defined in the SLA. In other words, your IT services provider on Long Island should be accountable for certain actions during a disruption. Your own company’s responsibilities should also be described in the SLA. An indemnification clause may appear that frees the IT team of responsibility for a privacy breach.

Read on: IT Support on Long Island: 4 Signs You Have a Weak Password

Decoding SLA Jargon

It’s common for SLAs to use jargon the client may not understand. That’s why you should discuss anything that seems unclear with the IT firm’s representative. Here are some of the phrases you may come across in an SLA:

  • MTTR – Mean Time to Repair (average time it takes to fix hardware)
  • Defect Rates – The error rate of deliverables
  • Technical quality – A metric for rate of coding defects
  • Security measures – A set of steps for making digital assets secure

Keeping the SLA Clear

Many companies want to see concise SLAs instead of a long text full of jargon. But an SLA too simplistic can be a sign of weak services, so you need something in between. The SLA should also list the people who will have access to private data. Before you sign the agreement, try to negotiate so it favors your business needs.


With the help of an IT support provider on Long Island, you can improve your business technology. Understanding the SLA is essential to making the partnership work. Contact us at Total Technology Solutions for more information about how we can help resolve technical issues with your network.

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