When comparing IT support proposals, there is an acronym that makes all the difference: SLA — Service Level Agreement, or service level agreement. It is the difference between “we try to help when we can” and “we commit in writing to respond within X time”. We are going to explain what it is and why you should always demand one.
What on earth is an SLA, anyway
An SLA is a formal, written commitment regarding the level of service you will receive. It sets clear expectations for both parties and transforms vague promises into concrete, measurable obligations.
Response time vs. resolution time
They are different things and it is important not to confuse them:
- Response time: how long until someone picks up your order and starts processing it.
- Resolution time: the target time to resolve the issue.
- A good SLA defines both, because priority level.
Priority levels
Not everything is urgent in the same way. A serious SLA distinguishes, for example: critical (server down, business at a standstill), stop (an unemployed user), normal (routine request). Each level has a different response time — this way resources go first to what actually brings the business to a halt.
Why you should demand a written SLA
Without an SLA, it depends on the goodwill and availability of the supplier. With an SLA, you have predictability, priority and accountability. It is also a sign of maturity: a company that makes commitments in writing is a company that trusts its own service.
Frequently Asked Questions
Does an SLA guarantee that I will never have issues?
No. It guarantees a commitment to response and resolution within agreed timeframes, and appropriate priority. The objective is to reduce the impact and downtime, not to magically eliminate all breakdowns.
Do SLAs only make sense for large companies?
Everything. SMEs in particular, with less margin for downtime, benefit from having guaranteed response times in writing.
What happens if the SLA is not met?
A good contract anticipates the consequences. Even more important is choosing a partner with a track record of delivery — the SLA is the commitment, reputation is the proof.
Do you want support with a written SLA?
Discover our IT support with guaranteed response times: 24/7 IT support with SLA.
