SLAs Are Just A Baseline. Aim To Under-Promise And Over-Deliver.

If your SLA guarantees minimum uptime of, say, 715 hours a month (a 30-day month has 720 hours), why stop there? If you say you can deliver a project module within 14 days, who's to say you can't finish up in 10?

"It’s always better to under-promise and over-deliver than it is to make guarantees you just can’t keep," Lauren Peyton wrote in the Continuum blog post. "Many MSPs assume that they need to promise quick resolution times in order to win new clients. While this is important, it’s way more valuable to meet your resolution expectations every time, instead of under-delivering."