As MSPs scale operations and take on national or multi-site clients, white-label field dispatch teams become essential to meet geographic coverage and on-demand service expectations. But without the right Service Level Agreements (SLAs) in place, even the best techs can fall short of what your brand promises.
If you rely on outsourced field technicians to support your client sites, structuring and enforcing clear SLAs isn’t just about performance—it’s about brand protection, client retention, and operational clarity.
Let’s break down the best SLA structures to use with external dispatch providers—and how to make them stick.
Why White-Label Dispatch SLAs Matter
Your clients don’t see the partner behind the work. They see your name.
Without defined SLAs for your dispatch vendors, you risk:
- Missed response windows that lead to breach penalties.
- Inconsistent documentation that breaks internal processes.
- Uneven customer experiences across regions.
- Lost deals due to lack of standardized capabilities.
At All IT Supported, our white-label model is built around enforceable, performance-driven SLAs that match internal standards—so you don’t have to compromise service quality as you scale.
Core SLA Metrics to Lock In
Your SLA should be more than just a response time. It should define the entire job lifecycle from dispatch to documentation.
1. Response Time
How fast the technician is expected to accept or acknowledge the job.
- Standard: Within 15–30 minutes of dispatch
- Urgent: Immediate acknowledgment, max 15 minutes
Why it matters: This ensures jobs don’t go unclaimed and prevents delays before the tech even hits the road.
2. Onsite Arrival Time
When the tech is expected to be physically onsite.
- Standard Windows: 4–6 hours (same-day)
- Rush Services: 2–4 hours
- Scheduled Appointments: Must be punctual within a 30-minute window
Pro Tip: For enterprise clients, build in a geographic SLA buffer to cover rural vs. urban availability.
3. Resolution or Task Completion Time
The time allotted to complete the work once onsite.
- Standard Fixes: Within 2 hours of arrival
- Complex Installs: Defined per job type (e.g., 6 hours for AP installs)
This SLA keeps field techs focused on throughput and prevents scope creep on flat-rate engagements.
4. Reporting Submission Time
When documentation and job completion details must be submitted.
- Standard: Within 1 hour of job completion
- Delayed Submission SLA: Escalate if not submitted within 4 hours
Include expectations around:
- Photo uploads
- Client sign-offs
- Serial numbers
- Trouble notes
At All IT Supported, we deliver templated, standardized job reports that align with your PSA tools and reporting cadences.
Optional SLA Enhancers to Consider
Beyond the basics, these advanced SLAs help ensure consistency and accountability:
5. First-Time Fix Rate
- Target: 95%+ for recurring service clients
- Reward or penalize based on performance
This ensures your dispatch partner is sending qualified technicians, not just warm bodies.
6. Communication Cadence
- Pre-arrival call to client
- ETA updates for delays
- Post-job handoff or summary
Define required touchpoints so your clients feel cared for—even when you’re not onsite.
7. Escalation Protocols
- If tech misses SLA: Who gets notified?
- Who’s responsible for re-dispatch?
- How is delay communicated to the client?
Map this out before something goes wrong—not after.
8. Brand Representation
- Uniform requirements (e.g., plain polo, no external branding)
- NDA adherence
- Behaviors and etiquette onsite
Brand integrity doesn’t end at the help desk—it extends to every technician under your name.
How to Enforce SLAs with External Partners
It’s not enough to define your SLAs—they must be measurable, traceable, and incentivized.
Here’s how to enforce them effectively:
- Use dispatch platforms or GPS tools to track check-in/check-out timestamps
- Require photos with metadata for verification
- Include bonus incentives for partners who exceed SLA consistently
- Apply penalties or de-prioritize partners with recurring SLA misses
Better yet—work only with vendors like All IT Supported who build SLA adherence into their dispatch model by default.
Build SLA Flexibility Without Losing Control
Not every job needs a 2-hour SLA. In fact, being too rigid can limit your coverage options.
Use a tiered SLA model:
- Gold Tier: Critical systems, 2-hour arrival, 1-hour resolution
- Silver Tier: Standard break/fix, 4-hour arrival, same-day resolution
- Bronze Tier: Non-urgent installs, next-day arrival, 48-hour completion
This lets you scale dispatch while protecting your margins—and keeps expectations aligned across clients and regions.
Final Thoughts: SLAs Are the Backbone of White-Label Trust
Outsourcing field work doesn’t mean outsourcing accountability. SLAs give you control, clarity, and consistency, even across 50 states and hundreds of sites.
At All IT Supported, our white-label field teams are trained on your SLAs, your escalation paths, and your reporting expectations—so you can scale confidently without micromanaging.
Need a dispatch team that respects your SLAs like their own?
Check our services to see how our nationwide field support plugs directly into your performance goals, with transparent tracking and reliable results.