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Learn how to build a service level agreement that will help your managed service provider company make the most of your client relationships.

How to build a respectable service level agreement

Maintaining client satisfaction is key for a managed service provider (MSP). You need effective communication and a clear delineation of services to achieve that goal. 

A meticulously crafted service level agreement (SLA) is the cornerstone of this clarity, outlining mutual expectations between your MSP and clients.

Let’s explore how to craft an effective SLA to protect your business, set client expectations, and ensure efficient operations and outcomes from your crew.

Service level agreements: a commitment to excellence

An SLA is an operational manual that explains your service commitments and operational protocols. It’s more than a contractual obligation–it embodies your dedication to quality service and fosters a transparent relationship with your clients. 

Here are some essential components of an SLA:

1. Scope of services: Define all services your MSP will provide, including technology solutions, monitoring, and troubleshooting services.
2. Service levels: Establish performance benchmarks, response times, and other service guarantees to set clear expectations.
3. Metrics & measurements: Detail how your MSP's performance will be evaluated, including specific metrics and target goals.
4. Responsibilities: Clearly outline the obligations of both your MSP and your client to ensure mutual understanding.
5. Remedies & penalties: Specify the consequences of failing to meet agreed-upon service levels, such as penalties, credits, or other remedial actions.
6. Review & revisions: Outline a process and timeline for regularly reviewing and updating the SLA. This could involve quarterly or annual reviews, and should include a mechanism for incorporating feedback from both your team and your clients. Keeping it current is crucial so it always reflects both of your evolving needs.

A comprehensive SLA is crucial for safeguarding your business, promoting transparency, ensuring client satisfaction, and facilitating growth.

5 strategies for crafting an effective SLA

1. Consult legal expertise: Work with legal counsel experienced in MSP contracts to draft an SLA tailored to your services, so you avoid the potential pitfalls of generic templates.
2. Set realistic expectations: Promise only what you can deliver. Overcommitting to rapid response times or 24/7 availability without being able to fulfill can lead to contract breaches.
3. Maintain integrity: Your SLA is more than a document. It's a reflection of your company's values and a testament to your trustworthiness. Ensure it's transparent, comprehensible, and reflects your company's values.
4. Be specific: Detail every aspect of the client relationship, from payment terms to service execution and limitations, creating a reliable reference point for both parties.
5. Include hold-harmless clauses: These will protect your MSP from liabilities arising from circumstances beyond your control and ensure accountability is appropriately assigned.

Empowering your team to meet SLA expectations

Your team's expertise directly impacts your ability to meet SLA commitments. Comprehensive, ongoing training ensures that every crew member understands the specifics of each client's SLA, enhancing efficiency and reducing errors.

Here are some tips:

• Adopt a proactive approach so your team can anticipate and prevent potential customer issues.
• Implement effective customer engagement strategies and establish continuous feedback loops. 
• Partner with platforms like Crewhu to elevate your customer satisfaction scores (CSAT). 

The Crewhu platform provides tools for tracking performance, facilitating the achievement of team goals, and incorporating gamified elements that reward employees for their accomplishments in real time.

Engaged teams foster satisfied customers

Employee satisfaction is linked to customer happiness. Disengaged or overwhelmed employees can negatively affect client experiences. It’s your job to keep them engaged.

Crewhu offers robust employee engagement tools designed to automatically track performance, facilitate the achievement of team goals, and incorporate gamified tracking elements that reward employees in real time for their accomplishments.

Crewhu's employee engagement features include:

• Points and badges: Recognize achievements by awarding points for completed tasks and bestowing badges for specific accomplishments.
• Leaderboards: Foster friendly competition by displaying employee progress motivating continuous improvement.
• Challenges: Introduce individual or team-based challenges to encourage collaboration and goal attainment.
• Progress bars: Visually represent employees' advancement toward goals, providing clear motivation.
• Rewards: Offer incentives for reaching specific milestones reinforcing desired behaviors and outcomes.

By integrating these features, Crewhu enhances employee engagement and contributes to higher productivity and client satisfaction.

Demonstrating value through SLAs and team engagement

An SLA is a testament to your MSP's value proposition, creating a foundation of trust and clear expectations. But you need to actively monitor customer satisfaction and ensure your team is well-trained and engaged to make it as effective as possible. 

Taking this type of holistic approach can lead to increased efficiency, reduced errors, and a motivated workforce–all of which leads to exceptional client experiences and business growth. 

Book a demo with Crewhu today to learn how you can ensure both customer satisfaction and an engaged team.