What Should Be Included in a Managed IT Services SLA?
A clause-by-clause inventory of what a managed IT support agreement has to contain before it is worth relying on: scope counted rather than described, coverage windows converted into their real share of the 168-hour week, availability targets translated into allowed minutes per month, priority definitions and clock stops, service credits measured against the loss they are supposed to answer for, and the statutory floor underneath all of it — reasonable care and skill under the Supply of Goods and Services Act 1982, the reasonableness test in the Unfair Contract Terms Act 1977, six or twelve years under the Limitation Act 1980, and the eight processor terms UK GDPR Article 28(3) makes compulsory. Ends with a weighted hundred-point scorecard and a pass mark of 75.
