In this article
An SLA (Service Level Agreement) is the written commitment that sets how quickly an IT partner responds to and resolves each type of request. It separates "we'll try to help when we can" from "we respond within X time", and it is the first point to compare between proposals for managed IT services.
Two timeframes that must not be confused
| Metric | What it measures |
|---|---|
| Response time | Until someone picks up the request and starts working on it |
| Resolution time | The target for the problem to be resolved |
A solid SLA defines both, for each priority level.
Priorities: what stops the business comes first
- Critical Server down, company at a standstill.
- High One user unable to work.
- Normal A request that can wait.
Each level has its own timeframe, so that resources go first to what really holds up operations.
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Why insist on a written SLA
Without an SLA, you depend on the provider's goodwill and schedule. With an SLA, you gain predictability, prioritisation and accountability. It is also a sign of maturity: a provider that commits to timeframes in writing trusts its own service. At DataRoad - IT Services and Consulting, response times are immediate and written into the contract.
Frequently asked questions
With an SLA, will I stop having problems?
No. It guarantees response and resolution within agreed timeframes and with the right priority; the aim is to reduce impact and downtime.
Are SLAs only for large companies?
Quite the opposite: SMEs, with less room for downtime, are the ones that gain most from guaranteed timeframes.
What if the SLA is not met?
A good contract provides for consequences. But what counts most is the partner's track record: the SLA is the commitment; reputation is the proof.
IT management with a written SLA
Discover DataRoad's managed IT services, the managed helpdesk with defined response times, the managed IT option in Portugal and, for operations that never stop, the Premium 365 plan, with 24/7 cover and an SLA.
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