When a server goes down or a system is breached, small business owners often assume their Managed Service Provider (MSP) is fully responsible. In reality, accountability is defined by your contract and a shared responsibility model. Do you know who your Service Level Agreement (SLA) holds accountable for what?
The worst time to discover what is or isn’t covered in your contract is when there’s an emergency. If your business is suddenly accountable for a technological problem that needs to be fixed right now, it could spell disaster.
The Shared Responsibility Model
CISA is explicit: outsourcing IT does not remove an organization’s own risk-management duties, and businesses share responsibility for faults that affect their operations.
Your SLA Is the Backbone
A solid Service Level Agreement defines response and resolution times, responsibilities, and remedies when commitments are missed. Many disputes happen because contracts are missing these essential elements.
What Regulators Recommend
The NCSC advises insisting on contracts that specify responsibilities, response times, and liability for any third parties your MSP relies on. The SBA recommends vetting your vendors, which includes verifying their reliability, compliance, and security before entering into any contracts. Keep a documented incident response plan that’s easily accessible.
Who’s liable for downtime? Whoever the SLA assigns it to. Does an MSP take on all IT risk? No — some responsibility always stays with the business.
Bottom line: accountability shouldn’t be assumed. It needs to be documented. Review your SLA annually.
Small Business Solutions 