A 45-person engineering firm in the North West can run on one internal IT manager for a while. Then a server issue lands during a tender deadline, a phishing email reaches the finance team, a new starter waits days for access, and the same manager is expected to fix everything while planning the next technology...
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Service Level Agreement Guide for UK SMEs
You're reviewing an MSP contract because the renewal date is close, or because your current provider has promised that the next agreement will be “more proactive”. The document contains familiar phrases such as 99.9% uptime, “priority support” and “reasonable endeavours”. What it may not contain is who takes control during a Microsoft 365 outage, how...
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