What is a Service Level Agreement?

The literature on Service Level Agreements (SLA’s) defines them in a number of ways, but most succinctly; they are agreements between the supplier of a service and the user of that service which defines:

• The availability of the service to the user
• The perforamce target of the various components of the
   users workload
• The bounds of guaranteed performance and availability
• The measurement and reporting mechanisms
• The cost of the service


So very simply, the purpose of an SLA is to identify the shared goals and objectives of the concerned parties.

• Service Provider - “We agree to provide you this level of service based on an agreed to set of

• Customer - “We agree to abide by your guidelines in anticipation that you will provide us with this
level of service”

Why a Service Level Agreement with JMR IT Consultants?

We as consultants want to ensure that we can perform the services that we have promised to you as a client.
As clients you want guarantees that the consultants you have hired will deliver—and make corrections if the project runs into trouble.

Service level agreements (SLAs) bring both sides together and map out each party's responsibilities. SLAs can help determine, for example, what we will provide to you as a client, what is beyond our responsibility, and who should be contacted when something goes wrong.

JMR IT Consultant SLA’s will provide you with the following guarantees:

• Regular on-site visits
• Guaranteed response times
• Guaranteed remote support (where available)
• Unlimited helpdesk support
• Direct access to your individual consultant
• A cheaper hourly rate than is available to non SLA call outs
• No charge for travel time or travel expenses
• Availability outside of work hours subject to specific SLA
• An audit of your Network
• No hidden charges