(Video) Why does my business need a Service Level Agreement (SLA)

Roger Smith, CEO at R & I ICT Consulting Services Pty Ltd and Amazon #1 author on Cybercrime discusses service level agreements

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Hi. My name is Roger and today I’d like to talk about why does my business need a service level agreement when I’m working with a managed service provider. Now service level agreement protects both you as the business and me as the provider. Because it specifies exactly what I am going to do for you. And if it’s not in the SLA we can then put it in the SLA.

If you have a request that your business relies on a system then we can put a certain part of the service level agreement where it would be, the widget maker in this office needs to be managed and if it isn’t managed then these are the people to connect to. And these are the people you need to talk to. And these are the people who will fix it.

But if that’s not written down in the SLA then everybody who comes in contact with the widget making system won’t know what happens when it breaks. But on top of that a service level agreement will actually tell you what the best thing for your business is. So if you’ve got old operating systems, where you’ve got old office where you’ve got – makes your firewall in place – then a service level agreement will also say that these things need to be upgraded.

Yes, we know that that could be expensive and there are things that we can do to make sure that it’s not that expensive. But they are things that need to be done.
Thank you very much.

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Roger Smith, is an educator. Teaching students at ADFA (UNSW) and showing them how vulnerable they are to cybercrime.

He is also CEO at R & I ICT Consulting Services Pty Ltd, an Amazon #1 author on Cybercrime and founder of the SME Security Framework. He is a Consultant who specialises in inexpensive and highly effective security strategies for small and medium businesses and not for profit organisations.

He has developed and authored the SME Security Framework and the Security Policy Training Course which are considered to be the definitive guides to helping SME's protect their organisation using the principles of Technology, Management, Adaptability and Compliance.