Research Report

Managed Services SLA Survey Results

This report is for Managed Services members only

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SLAs are an important part of a managed services provider’s contract with customers with over 85% of our members reporting using SLAs as a standard part of their MS contracts. Some of the questions asked most by our MS members around SLAs include:

  • What SLAs should I use?
  • What are the most common SLAs in the market today?
  • How many SLAs should I have in my portfolio?
  • How are other MS organizations performing against their SLAs?
  • What are common penalties used for SLAs?
We address these questions and more, supported by research from our recently completed, comprehensive survey on the use of SLAs in MS organizations today.

In this report we share our recent MS SLA survey results, detailing MS organizations practices and performance in:
  • SLA Definitions
  • SLA Performance
  • SLA Administration
  • SLA Strategy

Authored By:

Jeff Connolly

Sr. Director, Managed Services Research, TSIA

Publish Date: May 1, 2019

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