An SLA swaps promises for measured deadlines. Response means starting work, resolution means the problem is solved, and each priority has its deadline written into the contract.
More than 10 workstations · support contract · remote, on-site and phone support
For decision-makers short on time.
A server down at 9 a.m. and the whole team at a standstill. If the contract says "we will do our best", your business waits as long as the provider likes. If it says "response within X minutes for critical incidents", you have a right. That is an SLA in managed IT services: a Service Level Agreement, the document that turns intentions into measured deadlines.
The level of service you will receive, in terms that can be verified. For both sides, vague expectations give way to concrete obligations.
| Deadline | Measures |
|---|---|
| Response | The time until an engineer picks up the request and starts working on it |
| Resolution | The target time until the problem is solved |
A provider that promises only one of the two is leaving half out. Insist on both, by priority.
Because engineers must go first where the business has stopped. A serious SLA separates requests:
Each level has its own deadline.
And there is an indirect signal: a provider that accepts written deadlines trusts what it delivers. At DataRoad - IT Services and Consulting, response times are immediate and written into every contract.
No. It guarantees that each fault is handled within the deadline and with the right priority. The gain lies in reducing downtime.
No. SMEs, with less room for downtime, are precisely the ones that benefit most from guaranteed deadlines.
The contract should set out the consequences. But look at the track record too: the SLA is the promise, reputation shows whether it is kept.
See DataRoad's managed IT services, the helpdesk with contracted response times and the managed IT model in Portugal. For businesses that can never stop, there is Premium 365, with 24/7 cover and an SLA. Request a no-commitment proposal.
More than 10 workstations · support contract · remote, on-site and telephone support. +351 211 459 950 * · sales@dataroad.pt
*Call to a Portuguese landline.
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Partners and certifications
DataRoad · IT Unlimited
Predictability is a service: the same fee every month, requests without counting hours and an SLA written into the contract.
We do IT right.
Automated, monitored backups stored off site.
