Service Level Agreement (SLA)

Blackhawk MSP


Service Offerings




$75 / Month

Unlimited Remote Support Antivirus
Office 365 Business
Maintenance checks
Document Backups


$150 / Month

Remote Management and Monitoring / Security

On-Site Support

$150 / Hour

Same Day Service Usually Available

Projects (Remote)

$75 / Hour

Items not considered a support call are considered projects. (Example: Transfer Date from PC to PC)



(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)





Approval Date

Blackhawk MSP

Service Provider







1.    Agreement Overview


This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Blackhawk MSP. and Customer for the provisioning of IT services required to support and sustain the Product or service.


This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2.    Goals & Objectives


The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).


The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).


The objectives of this Agreement are to:


·         Provide clear reference to service ownership, accountability, roles and/or responsibilities.

·         Present a clear, concise and measurable description of service provision to the customer.

·         Match perceptions of expected service provision with actual service support & delivery.



3.    Parties


The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary party associated with this SLA:


IT Service Provider(s): Blackhawk MSP (“Provider”)

IT Customer(s): Customer (“Customer”)

 4.    Service Agreement


The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.


4.1.  Service Scope


The following Services are covered by this Agreement;


1.      Helpdesk Support

2.      Email support

3.      Antivirus and Malware Protection

4.      Email Antispam and Security

5.      Email Backup and Archiving for Office 365

6.      Remote Assistance over the Internet

7.      Planned or Emergency Onsite assistance (Billed at $150 hour)

8.      Computer Projects (Billed at $75 / hour)

9.      Health check of systems

10.  Patching and Updates of Windows and Applications

11.  Disk Encryption (Optional)



4.2.  Customer Requirements


Customer responsibilities and/or requirements in support of this Agreement include: