The Ins and Outs of Service Level Agreements

Ongoing printer services in Las Vegas are generally provided to businesses and individuals via a contract. There may be various aspects of this contract, but the heart of it will be a service level agreement. The SLA is legally binding and indicates what will happen, when it will happen and who will perform those activities.

Response Time

Response time is among the most important aspects of an SLA for printer services. It is actually a quite complex topic. The SLA should indicate what will happen if the vendor cannot provide the service within the specified time. Are there exceptions? In addition, the contract should specify when the clock begins. Does it start when you make the phone call, the vendor returns the call, the technician arrives on site and so forth?


Another important aspect of these agreements is the inventory that the vendor is expected to carry. The industry will generally not expect a vendor to carry a part that is seldom required, and most replacements these days can be shipped overnight. However, when it comes to consumables and parts with high failure rates, non-guaranteed stock can mean a much slower response.

Service Calls

This section of the SLA will indicate if there is any limit to the calls you can request and the fees to be incurred if you go over. It will indicate standard business hours for calls. If a service provider begins the day at 9am, then service cannot be expected until some time after. Another point to consider is emergencies. What service options are available weekends and holidays?

Client and Provider Requirements

There will also be a section that indicates obligations. This section encompasses both the obligations of the MPS provider and the client. This is where you will find what the provider does not explicitly cover and the actions that you could take that may void some aspect or all of the contract.