What ScienceSoft Includes in IT Support SLA

Most providers offer standard SLAs or treat service agreements as set in stone once they are signed. Throughout the whole partnership, they use a fixed set of KPIs, metrics, and collaboration flows, even if their client’s needs change.

ScienceSoft tailors the SLA to each client’s unique situation. When the client’s needs change, we are always open to discussing and altering SLA terms.

In our experience, MSPs especially value this flexibility when outsourcing a part of their support workload to ScienceSoft as a white-label contractor. In such cases, the service terms are often already predetermined by the relationships established with the MSP’s end client, and we are ready to adapt to them.

The client’s rights and the vendor’s obligations in the SLA might be vague and subject to interpretation. This leaves the client in a vulnerable position and opens up the potential for vendor misconduct.

In every SLA, ScienceSoft clearly outlines both parties’ rights and responsibilities, including the client's right to terminate the contract in case the vendor doesn't fulfill the SLA. We also include clear and exhaustive definitions of support levels, request types, etc., to prevent any ambiguity.

In order to win and retain a client, some IT companies set unrealistic targets that they can’t achieve. This leads to failed SLAs and customer dissatisfaction.

Our clients value our transparency and proactive communication. At ScienceSoft, we are honest about our capabilities and potential restraints, which helps us foster mutual understanding and fulfill client expectations.