About Behind The SLA
Technology advisory.
Reimagined.
Complete independence. Total transparency. Your success as our only agenda.
About Behind The SLA
Complete independence. Total transparency. Your success as our only agenda.
After 15+ years leading operations inside major Australian managed service providers, our founder witnessed a critical gap: mid-market organisations with sophisticated business operations but limited IT expertise found themselves at a disadvantage in Managed Service Provider (MSP) relationships, lacking oversight of the companies running their IT systems. They lacked the technical knowledge to evaluate service quality, the industry insight to assess pricing, or the governance frameworks to ensure accountability through Service Level Agreements (SLAs), the contracts defining IT service standards.
Meanwhile, MSPs facing the same pressures affecting the industry (41%[1] struggling with customer acquisition,39%[2] overwhelmed by cybersecurity complexity, 27%[2] battling cost and profitability challenges) sometimes prioritised their financial interests over client outcomes. The result: organisations paying premium prices for mediocre service and lacking visibility into whether their largest operational expense delivered appropriate value.
Behind the SLA exists to rebalance MSP relationships through independent expertise. We provide mid-market organisations the technical knowledge, industry insight, and strategic guidance previously available only to enterprise companies with dedicated IT leadership. Our independence (no MSP operations, transparent partnerships, outcome-aligned incentives) means your business success is our only metric.
Midmarket organisations across corporate (ASX microcap to mid-cap), government, semigovernment, and not for profit sectors represent the sweet spot where technology impact is substantial but dedicated internal IT leadership often isn't financially justified. With 64,000+[3] mid-market businesses contributing $345 billion (22%) to Australia's GDP and employing 6 million Australians, this sector drives the national economy yet often lacks technology advisory suited to their scale and needs.
The principles that guide every decision and recommendation we make.
Your interests are our only incentive. Compensated exclusively by you, ensuring every recommendation serves your business objectives.
Clear communication, honest assessments, and no hidden agendas in everything we do.
Your success is our success. We measure ourselves by the value we deliver to you.
We bring decades of expertise and best practices to every engagement.
The Behind The SLA advantage: true independence and aligned interests.
When we introduce service partners, relationships are disclosed and your interests remain paramount.
Transparent pricing with no surprises. You know exactly what you're paying for.
Structured approach refined over hundreds of successful engagements.
We're here for the journey, not just the sale. Ongoing support included.
Deep MSP expertise. MBA distinction. Your trusted advisor.
Founder & Principal Consultant
MBA (Distinction) | 15+ Years MSP Industry Experience
After nearly two decades inside Australia's managed service provider industry, from technical account management to executive leadership, Adam founded Behind The SLA to address a critical market gap: mid-market organisations lack access to truly independent technology advisory.
With an MBA earned with distinction and extensive experience leading multi-million dollar operations, managing enterprise transformations, and building high-performing technical teams, Adam brings both strategic business acumen and deep operational expertise to every engagement.
His unique perspective, understanding both the pressures MSPs face and the challenges clients encounter, enables honest, balanced advice that serves your interests above all else.
The unique perspective of an MSP insider turned independent advisor.
Adam Khan brings a rare combination of technical depth, business acumen, and MSP operational expertise to Behind The SLA. With an MBA earned with distinction, comprehensive technical certifications, and 15+ years progressively leading teams inside Australia's managed service providers, from technical account management to executive general management, he has witnessed the industry from every angle.
His career has spanned the full spectrum of MSP operations: building service divisions from the ground up, managing multi-million dollar P&Ls, leading solution architecture teams, and delivering enterprise-scale technology transformations across diverse industries. This breadth of experience provides invaluable insight into both what MSPs are capable of delivering and where the industry's incentives can misalign with client outcomes.
The decision to found Behind The SLA came from recognising a fundamental market failure: MSPs facing immense pressure (41% struggling with customer acquisition, 39% overwhelmed by cybersecurity complexity, 27% battling profitability) often prioritise their survival over client success. Meanwhile, mid-market companies lack the technical expertise to evaluate whether they're receiving value or being exploited.
"I've been on both sides. I've felt the pressure MSPs face to hit revenue targets. I've seen how vendor incentives influence recommendations. I've watched talented teams stretched too thin to deliver quality. But I've also seen what excellence looks like, and I know mid-market companies deserve better than they're getting."
Adam Khan
Behind The SLA exists because every mid-market organisation deserves access to the same calibre of technology leadership available to ASX 100 enterprises and large government departments. No conflicts of interest. No vendor kickbacks. No service delivery distractions. Just experienced, independent guidance ensuring your technology investments deliver measurable business value.
With deep expertise across cloud platforms, unified communications, network infrastructure, cybersecurity, and emerging AI technologies, combined with the financial rigour of an MBA and operational insights from managing complex technology operations, Adam brings a complete, business-aligned perspective to technology advisory that genuinely serves your success.
Join forward-thinking businesses that demand unbiased technology advice. Let's talk about your challenges and how we can help.
Get in TouchAll statistics and research findings on this page are supported by authoritative sources. Behind the SLA is committed to evidence-based advisory and transparent methodology.
Methodology Note: Behind the SLA conducts independent research validation for all published statistics. Where proprietary research is cited, it is based on aggregated, anonymised data from client engagements spanning 15+ years of MSP industry experience. All external research sources are from peer-reviewed publications, recognised industry analysts (Gartner, Forrester, IDC), reputable market research firms, or Australian government bodies.