# SLA

A Service Level Agreement (SLA) is a contract that defines measurable IT support commitments — for example, how quickly the helpdesk acknowledges a critical outage versus a low-priority request.

Typical MSP SLAs include priority tiers (P1 server down vs. P3 password reset), business-hours coverage, escalation paths, and sometimes credits if targets are missed. SLAs should be realistic for your size: a 15-minute response on total outages is common; instant fixes for every ticket are not.

Review SLAs before signing: confirm what counts as "response" (auto-reply vs. human engineer), which systems are in scope, and how maintenance windows are communicated to your team.

## Related services
- [managed](https://amensecurity.ca/en/services/managed.md)
- [support](https://amensecurity.ca/en/services/support.md)

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Source page: https://amensecurity.ca/en/glossary/sla
Markdown version for AI agents · Amen Security
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Phone: +1 (204) 514-3536