What is SLA Management?

Apr 17, 2017 2:21:42 PM

It is estimated by 20201, around 1.7 megabytes of data will be created every second for every single human being, resulting in 44 trillion gigabytes of accumulated digital data. In light of such mind-boggling numbers, companies and organizations need to meet the challenges such growth will represent.

To protect the integrity of such vast quantities of data, not to mention to use it efficiently, organizations will need mechanisms in place to properly maintain their existing IT assets, ensure smooth operation and facilitate future upgrades.

Whether an organization operates in the public or private sector, a valuable option for any enterprise is an enhanced service-level agreement (SLA) from an independent service organization (ISO) and the SLA management software they can provide.

What Is Included in a Standard SLA?

While virtually all original equipment manufacturers (OEMs) provide a basic SLA for the equipment they provide, these agreements often come up lacking in real-world circumstances. Given the average data center life cycle of 10 years (or more), OEM SLAs fall woefully short, lasting an average of three years.2 It can be a logistical nightmare for data centers using equipment from multiple vendors to manage the various warranties and SLAs.

Even worse, because vendors have made their cut once the equipment is sold, it is not uncommon for calls for service or assistance to go unanswered until the last possible moment. While not necessarily a breach of contract, such delays can exacerbate existing problems and potentially even lead to service outages.

What Is SLA Management?

An enhanced SLA from an ISO addresses these shortcomings. Because a single independent company provides it, the enhanced SLA serves as a single point of entry for all service and support needs, regardless of which manufacturer's equipment is in service. In addition, because ISOs specialize in providing dedicated service—not merely selling equipment—clients receive faster service than traditional OEM SLAs.

While OEM SLAs can be inflexible, offering one-size-fits-all solutions, an enhanced SLA is tailored to the specific needs of each customer. For example, many OEM SLAs offer next-day parts replacements; an enhanced SLA can often deliver the parts required to repair much more quickly.

When taken together, these advantages combined represent significant cost savings over traditional SLAs. Billing arrangements for enhanced SLAs are also often more flexible than the three years upfront payment many OEMs require. Consider tailoring your service level agreement to meet the specific needs of your specific infrastructure.

About Maintech

Maintech was founded in 1973 as a Third Party Maintenance (TPM) company delivering IT Hardware Maintenance services to the Financial Services and Telecommunications marketplaces.  Over the years, Maintech has evolved into a truly Independent Services Organization (ISO) delivering a comprehensive portfolio of single-source Managed Services for IT Support Services, including Hardware Maintenance, NOC Monitoring, Server and Network Administration, Cloud Services, Help Desk, IT Asset Management/Destruction and much more.

Maintech serves customers ranging from SMBs to the Fortune 100 global enterprise marketplace. Collectively, Maintech and its sister company DecisionOne, represent the largest IT Infrastructure Services-only company in the market today.


  1. https://www.forbes.com/sites/bernardmarr/2015/09/30/big-data-20-mind-boggling-facts-everyone-must-read/#17b1e8ca17b1
  2. http://www.cio.com/article/2425545/data-center/data-center-definition-and-solutions.html