Why Sagiss Doesn’t Do SLAs: A Commitment to Real Results

For small business owners and technology managers, outsourcing IT to a managed service provider (MSP) often feels like walking a tightrope. You need reliable support, but traditional service level agreements (SLAs) can too often turn what should be a partnership into a tug-of-war. At Sagiss, we take a different approach. We don’t use SLAs, and here’s why.

SLAs: Great for SaaS and ISPs, Not So Much for IT Support

SLAs work well in certain contexts. For software-as-a-service (SaaS) providers or internet service providers (ISPs), SLAs make sense because the service level is clear-cut and easy to measure. For example, an ISP might promise 99.9% uptime, and a SaaS provider could guarantee its platform will be accessible 24/7. These metrics are straightforward to define, monitor, and enforce.

However, when it comes to IT support services, the calculus becomes far more complex.

Why SLAs Don’t Fit the IT Support Model

The unpredictable nature of support requests makes SLAs a poor fit for IT service providers. While “uptime” is a clear metric for SaaS or ISPs, what’s the equivalent for support? Is it resolution time? Initial response time? Customer satisfaction? All of these are valuable, but none encapsulates the full picture. Let’s break down some of the challenges:

1. Uncertainty in Resolution Time

No IT provider can guarantee how long it will take to resolve a ticket. Simple issues may take minutes, while complex problems—like diagnosing a network outage or recovering corrupted data—can take hours or even days. Promising a fixed resolution time is unrealistic and ultimately sets both the provider and the client up for disappointment.

2. Misaligned Metrics

Many SLAs focus on “initial response time”—a metric that’s easily gamed with automated responses. Imagine reporting a critical issue and receiving an instant, automated reply just to satisfy the SLA. While the SLA metric is technically met, the client’s real need—fast, effective problem resolution—isn’t addressed.

3. Operational Overhead

Tracking, managing, and reporting on SLAs can be a logistical nightmare. The time spent ensuring compliance often detracts from actual service delivery. For example, disputes over whether an SLA was met can consume hours of staff time on both sides, leaving everyone frustrated and distracted from solving the core issue.

4. Adversarial Relationships

SLAs, especially when tied to long-term contracts, can create an antagonistic dynamic between the client and the MSP. The client becomes a watchdog, scrutinizing every interaction for SLA violations. Meanwhile, the MSP may focus on “hitting the numbers” rather than providing genuine value. This isn’t the foundation for a healthy, productive partnership.

The Sagiss Alternative: Service Level Objectives and Month-to-Month Agreements

At Sagiss, we’ve developed a model that prioritizes collaboration, transparency, and customer satisfaction over rigid SLAs. Instead of binding clients to metrics that don’t always reflect reality, we rely on Service Level Objectives (SLOs) and flexible, month-to-month agreements. Here’s how this approach benefits our clients:

1. Clear Expectations Without the Fine Print

SLOs provide a framework for what normal operations should look like. For example, we may define objectives around response times, communication updates, or escalation processes. Unlike SLAs, which often emphasize penalties, SLOs focus on mutual understanding and realistic expectations.

2. Freedom to Choose

Our month-to-month agreements act as an implicit SLA. If a client isn’t satisfied, they have the freedom to walk away without being locked into a long-term contract. This keeps us accountable—every month, we have to earn our clients’ trust anew. For our clients, it’s the ultimate assurance that we’re focused on their satisfaction, not on meeting arbitrary metrics.

3. A Collaborative Partnership

By eliminating the adversarial dynamics of SLAs, we foster a true partnership with our clients. Instead of arguing over credits for missed SLAs, we’re focused on solving problems, improving systems, and delivering value. This aligns our goals with those of our clients: creating reliable, efficient IT environments.

4. More Time Spent Solving Problems

Without the administrative burden of tracking and disputing SLA compliance, our team can devote more time to actual problem-solving. Clients benefit from faster resolutions, better communication, and a service provider that’s fully engaged in their success.

Why This Matters for Your Business

For small businesses, IT issues aren’t just an inconvenience—they can be a matter of survival. A network outage, a ransomware attack, or even just slow systems can disrupt operations, frustrate employees, and erode customer trust. When you’re in a pinch, you don’t want an automated response to fulfill an SLA; you want a team that’s invested in resolving the issue as quickly and effectively as possible.

Our approach ensures that every ticket, every call, and every interaction is handled with the urgency and attention it deserves. We’re not bound by SLA fine print—we’re bound by our commitment to your success.

What Month-to-Month Agreements Mean for You

If you’ve ever been trapped in a long-term contract with a service provider who isn’t meeting your expectations, you know how frustrating it can be. At Sagiss, we’ve designed our business model to eliminate that frustration. Our month-to-month agreements give you:

• Flexibility: If we’re not delivering, you’re free to find another provider. This keeps us accountable and ensures that you’re always in control.
• Peace of Mind: Without the worry of a long-term commitment, you can focus on what matters most—running your business.
• Continuous Improvement: Knowing that every month counts, we’re always looking for ways to improve our services and exceed your expectations.

A Better Way Forward

In an industry where SLAs have become the default, we’re proud to offer a better way. By focusing on SLOs and month-to-month agreements, we’ve built a model that prioritizes genuine service over box-checking metrics. It’s a model that puts the client first and fosters lasting, productive relationships.

For small businesses, the decision to work with an MSP isn’t just about solving IT problems—it’s about finding a partner that’s invested in your success. At Sagiss, we’re here to be that partner. We don’t need an SLA to prove our commitment—we prove it every day, with every ticket, every call, and every solution.

For small business owners and technology managers, this approach means fewer headaches, better results, and a partner who’s always in your corner. That’s the Sagiss way.