An SLA is a commitment, and an RFP is a business document, not a technical one. As an MSP, you don’t think in terms of “what’s our performance”, you think of “what’s the business value”.
If you as a customer ask for 5 9s per month, with service credit of 10% of at-risk fees for missing on a deal where my GM is 30%, I can just amortise that cost and bake it into my fee.
If you as a customer ask for 5 9s per month, with service credit of 10% of at-risk fees for missing on a deal where my GM is 30%, I can just amortise that cost and bake it into my fee.