Just started running my first customer as an MSP. The customer is a fellow friend with a Law Firm with about 70 people in total.
Specifics of a Law Firm here is the use of two specific software packages. Other than that is a plain services provider company (Microsoft 365, AD… etc).
All software runs on local servers aside from Microsoft 365.
As for the current pandemic 85-90% of employees are working from home.
Since MSP is new for us and the customer, we agreed SLAs would be set at the 3rd month after we could evaluate the scenario (which is a bit chaotic, but not impossible to solve).
Could anyone share (I know I may be asking too much) a baseline for SLA that is proximate to this scenario or any scenario of a service provider customer.
Thank you very much!