Many organizations still focus heavily on SLA metrics like uptime and ticket closure rates, but those metrics alone do not create strong governance or long-term value. In this episode of Insights for IT Negotiations, Kylie Chisholm is joined by UpperEdge managed services experts Greg Hall and Ally Kuppens to discuss why the structure behind SLAs is often more important than the metrics themselves.
The conversation explores how modern SLA frameworks support flexibility over long-term managed services agreements, allowing organizations to adapt as business priorities change. Greg and Ally walk through the four core components of an effective SLA framework: risk sharing, SLA adjustment rights, termination for cause, and continuous improvement. They explain how each one helps balance accountability with a healthy provider relationship.
Listeners will come away with practical guidance on how to design SLAs that stay relevant over time, align to real business outcomes, and create shared incentives for continuous improvement in managed services relationships.
Resources:
BLOG – AI and the Future of Managed Services Contracts: Lessons from MSP Earnings Calls
WEBINAR – AI in Managed Services: Bridging the Gap Between Expectations and Reality