Before you compare MSP pricing, compare the contract language. Most “hidden SLA traps” aren’t obvious until you read the clauses that define response vs resolution, exclusions, after-hours coverage, and renewal terms. If you want a quick baseline for what a solid managed service contract should include, keep it handy while you review the red flags below.
Red Flag: “Response Time” Sounds Great, But Resolution Isn’t Defined
A common trap is promising a fast response while staying silent on resolution.
Watch for:
- “We will respond within X minutes” with no resolution targets.
- No definition of severity levels (P1, P2, etc.).
- No escalation steps or ownership for follow-through.
What to insist on:
- Clear priority tiers and examples.
- A written escalation path.
- A resolution objective (even if it’s a target range, not a guarantee).
Red Flag: SLA Only Applies During Narrow “Business Hours”
Some contracts advertise strong SLAs, then limit them to a short window.
Watch for:
- SLAs that only apply 9–5, Mon–Fri.
- After-hours support listed as “best effort” or billed hourly.
- Holidays excluded without a clear plan.
What to insist on:
- Your real support window in writing.
- After-hours terms that match your operations.
- A defined process for critical incidents outside normal hours.
Red Flag: “Unlimited Support” With a Long List of Exclusions
“Unlimited” often means “unlimited until it’s inconvenient.”
Watch for exclusions like:
- Projects, onboarding, migrations, or major updates.
- Vendor coordination, ISP issues, printer support, or line-of-business apps.
- Security incidents treated as “out of scope.”
What to insist on:
- An explicit “included vs excluded” list.
- Examples of common requests and whether they’re covered.
- Clear project rates and approval steps.
Red Flag: Vague Language Around Security Responsibilities
Security is where ambiguity becomes real risk.
Watch for:
- “We provide security” without naming controls.
- No mention of MFA, patching, monitoring, backups, or incident response.
- No clarity on who owns alerts, remediation, and reporting.
What to insist on:
- A named security baseline (what is included).
- Patch cadence and monitoring scope.
- Incident response steps and time-to-escalate rules.
Red Flag: Ticket Priorities Are Set by the MSP, Not the Business Impact
If the provider can downgrade anything, your SLA becomes meaningless.
Watch for:
- “We determine priority at our discretion.”
- No impact-based definitions (e.g., “outage,” “degraded,” “single user”).
- No commitment to reassess when conditions change.
What to insist on:
- Business-impact-based priority definitions.
- A way for you to request escalation.
- A guaranteed reassessment timeframe for ongoing incidents.
Red Flag: No Reporting, No Transparency, No Review Cadence
A good MSP doesn’t just fix tickets—it shows you what’s happening.
Watch for missing items like:
- Monthly reporting (tickets, uptime, patching, security alerts).
- Quarterly business reviews (QBRs).
- Asset inventory and lifecycle planning.
What to insist on:
- Basic monthly metrics and trends.
- A recurring review meeting.
- A shared roadmap for aging systems and risk.
Red Flag: Auto-Renewal, Price Escalators, and Early Termination Penalties
Some of the biggest traps aren’t technical—they’re contractual.
Watch for:
- Auto-renew clauses with short notice windows.
- Rate increases tied to vague terms.
- Large early termination fees or equipment buyouts.
What to insist on:
- Clear renewal notice requirements.
- Transparent price change rules.
- Reasonable exit terms and data handoff obligations.
Red Flag: Ownership of Your Data, Credentials, and Documentation Isn’t Clear
If the MSP holds the keys, switching providers becomes painful.
Watch for:
- Admin credentials controlled only by the MSP.
- No documentation deliverables.
- No guarantee of data return and offboarding support.
What to insist on:
- Shared admin access (with proper controls).
- Documentation standards (network diagrams, credentials vault, procedures).
- A defined offboarding process with timelines.
A Simple “SLA Trap” Checklist to Use Before You Sign
- What are response and resolution targets by severity?
- What hours are covered, and what happens after hours?
- What does “unlimited” exclude?
- Who owns patching, monitoring, and incident response?
- How are priorities set—and can we escalate?
- What reporting do we receive monthly?
- What are renewal and termination terms?
- Do we own credentials, configs, and documentation?
Conclusion
MSP contracts fail when SLAs are vague, exclusions are buried, and accountability is optional. Use the red flags above to negotiate clear terms up front—so the contract protects your uptime instead of protecting surprises.
