What SLA Should You Expect from a Managed IT Provider?
A clear, direct answer to this question — written for UK business owners and IT decision-makers.
Direct Answer
A good managed IT SLA should commit to: P1 critical issues responded to within 1 hour and resolved within 4 hours; P2 standard issues within 4 hours; P3 low-priority within 8 hours. Infrastructure should carry 99.9% uptime guarantees. Always distinguish between response time and resolution time — and ensure penalties apply when SLAs are breached. AMVIA's SLAs are contractually binding with service credits.
Key Points
What you need to know.
The Short Answer
As of March 2025, there are 12,867 active MSPs in the UK, employing 343,762 individuals.
For UK Businesses
The UK MSP sector generates an estimated £51 billion in annual revenue.
Cost Considerations
The UK managed services market is expected to grow at CAGR of 9.7% from 2026 to 2033.
Next Steps
SMEs account for 99% of UK businesses and are the backbone of the UK economy.
Quick Comparison
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Frequently Asked Questions
Managed IT support typically includes proactive monitoring, helpdesk access, patch management, backup management, security management, and regular reviews. There are 12,867 active MSPs in the UK generating £51 billion in annual revenue. 49% of UK businesses have a basic cyber security skills gap, making external support essential.
An MSP manages your IT infrastructure and support. An MSSP specialises in cybersecurity — running SOC operations, MDR, and incident response. Only 22% of UK MSPs perform cybersecurity-related activities. AMVIA combines both capabilities for a complete managed service.
Managed IT support for UK SMEs typically costs £50-£150 per user per month depending on scope. This usually covers helpdesk, monitoring, patch management, and basic security. Adding cybersecurity services increases costs but protects against average breach costs of £3,550 per incident.
49% of UK businesses have a basic cyber security skills gap. The median salary for a UK cyber security role is £55,000, with a 12% premium over equivalent IT roles. For businesses with 10-250 staff, outsourcing typically provides broader expertise at lower total cost than hiring in-house.
Co-managed IT supplements your existing IT team with external specialist support. Your team retains control of day-to-day operations while the MSP provides expertise in areas like cybersecurity, cloud management, or after-hours coverage. This model is ideal for businesses with 50-250 staff whose IT team is stretched.
Need More Detail?
Speak to an AMVIA expert for advice tailored to your business.
Related Questions
Managed IT Support
AMVIA's fully managed IT service for UK businesses — helpdesk, monitoring, patching, and M365 management.
How Much Does Managed IT Support Cost?
Per-user pricing for managed IT support in the UK and what SLA tiers you should expect.
Cybersecurity Guide for UK SMEs
How managed IT SLAs extend into cybersecurity response times and incident management.