Managed Service Providers – Service Level Gotchas

In the world of Managed Services, the allure of “guaranteed uptime” and “24/7 support” can be powerful. But behind the polished sales decks and neatly defined SLAs (Service Level Agreements), many organisations discover too late that not all service levels are created equal. At DSP, we’ve seen what works, and more importantly, what doesn’t. So let’s examine the common service level “gotchas” that can turn a promising MSP relationship into a painful learning experience.

Uptime Guarantees That Don’t Guarantee Anything

“99.9% uptime” sounds impressive until you do the math. That’s more than 8 hours of downtime a year. And if the SLA doesn’t specify how that uptime is measured (e.g., network, application layer, or end-user accessibility), the provider might still meet their SLA while your users are offline.

What to watch for:

• How is uptime measured?

• Does it include maintenance windows?

• Is it pro-rated or service-credit based?

Response Time vs Resolution Time

One of the most common misunderstandings is between response time and resolution time. Many MSPs commit to responding within, say, 15 minutes — but that doesn’t mean the issue will be resolved quickly. You might get a ticket acknowledgement fast and then wait hours (or days) for the real fix.

Pro tip: Always clarify

• Response time = when someone acknowledges your issue.

• Resolution time = when someone fixes it.

Severity Level Sleight of Hand

Service severity levels can be surprisingly subjective. What you consider a “Severity 1 – Business Critical” event may not meet your MSP’s definition. If the contract isn’t explicit, they may reclassify your incident into a lower priority queue.

To avoid surprises:

• Ensure severity definitions are clear and mutually agreed upon.

• Include examples for each severity level in the SLA.

Hidden Exclusions

The fine print is where many SLA promises unravel. Scheduled maintenance, third-party failures, “acts of God,” and vague “customer misconfigurations” can all be used to excuse downtime or deny support.

Always ask:

• What’s excluded from SLA calculations?

• What’s the appeals process for disputed incidents?

Support That Isn’t Truly 24/7

Many providers market 24/7 support, but it often translates to “someone will pick up the phone,” not “someone qualified will start fixing your issue immediately.” True 24/7 support requires skilled personnel across time zones, not just an answering service.

Ask your MSP:

• Who’s on call overnight/weekends?

• Are senior engineers available around the clock?

Data Ownership and Exit Strategy

Service agreements often gloss over what happens when you part ways. Can you access your data in full? Is there a handover process? Are there exit fees? A poorly defined exit plan can lock you into a bad relationship.

What to clarify:

• How do you get your data back?

• What assistance is included for transitioning out?

• Are there fees or notice periods?

Choosing the right Managed Service Provider isn’t just about who promises the most — it’s about who delivers with clarity, transparency, and accountability. At DSP, we help clients cut through the noise and build MSP relationships that work. If you're reviewing your current MSP agreements or considering a new provider, we're here to help you spot the pitfalls before they cost you.

Discover more information on our Database Managed Services.

Or email us: enquries@dsp.co.uk.