# MSP SLA Evaluation Worksheet

## Service definition

| Field | Candidate answer | Source | Checked on | Status |
|---|---|---|---|---|
| Covered service | | | | |
| Coverage window and timezone | | | | |
| Severity definitions | | | | |
| Measurement start and stop events | | | | |
| Exclusions | | | | |

## Target matrix

| Severity | Acknowledgement target | Work-start target | Update cadence | Resolution or restore target | Remedy |
|---|---:|---:|---:|---:|---|
| Critical | | | | | |
| High | | | | | |
| Medium | | | | | |
| Low | | | | | |

## Quality checks

- Is each timer tied to an observable event?
- Are business hours, holidays and paused states defined?
- Are dependencies and customer-caused delays handled explicitly?
- Does the report expose both compliance percentage and missed-ticket detail?
- Is the escalation path usable outside normal hours?
- Are remedies meaningful enough to support correction?

## Decision rule

Reject an SLA as non-comparable when severity definitions, timers or exclusions remain ambiguous. Record the ambiguity as an open commercial risk.