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This can sometimes get called a Managed Services Agreement, or MSA as well, which can be confusing, because an MSA (Master service agreement) is something that exists across fields, and that many MSPs could use. You may have a SOW or statement of work in the case of projects and RFPs which will say what you'll be doing, how you will accomplish it and specific details on how some specific piece of work will be accomplished. The SLA is where you are going to say that you will respond to a call within 4 hours, what the escalation path is, and if necessary what penalties will be levied for violating the SLA. This defines your commitments to service and how you will accomplish them. It's a relatively open-ended document and generally doesn't mean much on its own. It sets out how you will handle your transactions, how you can renegotiate your contracts, etc.
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MSA is a document that outlines the relationship between you and the client. We go for what is going to be the best for the client, sometimes O365 isn't always the best, and a system like this helps encourage standardization where it's appropriate but gives flexibility to support other configurations when it is better to do so. If they were to go with On Prem Exchange, we can give them a less expensive office license, and we make more per user for e-mail admin, but then it's a bit more trouble to manage an on-prem exchange server than another client through the CSP tools.
#Office 365 support sla full#
It works for us because we make the least when they use the full Office 365 package, but we also have the least overhead. It's not really "Forced adoption" but the e-mail management is not an optional add-on. There might be additional costs associated with the other service you want for e-mail.
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If you want to use another e-mail solution, like on prem exchange or whatever, that's fine, and e-mail management is covered in that situation as well. Included with this is Office 365 licensing. We started charging an additional $x/month/user for e-mail management where x is greater than MSRP of Office 365 Business.