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Choosing a Quality Managed Service Provider (MSP)

A discussion about uptime for SMBs

By John TeehanPublished 4 years ago 4 min read
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It would be nice if you could handle every aspect of your business technology all by yourself. Unfortunately, you have a business to run and it can’t afford the costly downtime of outdated technology, ineffective use of resources, security, maintenance, planning, and more.

This is where having a managed service provider (MSP) to help you with these issues is beneficial, and choosing the right one can save you a multitude of headaches and potential downtime further down the road. An MSP can see where you are now, and help get you to where you want to be as far as efficient use of your business technology is concerned.

Conducting an assessment

First and foremost, what are your current capabilities and how well to they serve your business needs?

To determine this, you’ll need to conduct an audit—either by yourself or with the help of an MSP—of your technology assets: number and types of computers, servers, networks and network connections, software, and data backup and recovery systems. You’ll also want to have a clear idea of what off-site services you use might be using including cloud services such as Dropbox (storage) or Office 365 (applications).

From there, are you getting the most you can out of your current office technology?

Identifying needed services

It’s here where using an MSP starts to show its usefulness. Once you’ve identified your current technology assets, next would be seeing what could be improved and made more efficient and useful.

Technology moves fast, and it’s important to stay on the cutting edge in order to not only remain competitive but to keep your business running in the most effective manner possible. A good MSP should be able to provide some of the following services:

  • Technical support, both remote and on-site
  • Hardware acquisition and installation
  • Software management
  • Mobile device management (including BYOD)
  • Cloud management
  • Security support
  • Backup and disaster recovery plans

By making sure a prospective MSP can immediately offer these services at a minimum, you’ll save yourself time and aggravation later in not having to hunt down additional service providers to fill in the holes.

Working with vendors

It is surprising to many businesses how much time and effort it can take in selecting a vendor for their hardware and software needs. Price is not the only concern, but also service contracts, system compatibility, reliability, and reputation.

A qualified MSP can help you navigate the various options available and get you set up with the best vendors for your specific needs in considerably less time than doing so yourself. Furthermore, your managed service provider already has the expertise and the industry knowledge needed to ensure your vendor selections are the best possible.

Taken a step further, an effective MSP will then be able to work with your vendors to make sure that acquisition and installation run smoothly, and that warranties and updates are being managed so that your business doesn’t waste valuable time managing these on their own.

Mapping out a future

Hiring the best managed service provider is more than simply addressing current needs, but it is also looking toward future needs. What are your business goals and will your technology help take you there? Have you taken on an MSP to handle one project, several, or your entire company? How might needs change over time as either technology changes or, better yet, the scope of your business grows?

It’s one thing to harness the latest technology to help boost your business growth, but it is equally as important to make sure that your MSP is positioned to help your office technology develop at the same pace as your business.

Coming to a sensible service level agreement.

Get it in writing.

To protect both yourself and the MSP, a service level agreement (SLA) is a must. By mutually agreeing on what types of services will be provided, the manner in which they’ll be provided, and what expectations there are will save you a lot of grief later should there be any question as to what your MSP should be doing for you.

A reputable MSP will have no problem in coming to a sensible SLA with you and in making sure that they adhere to the agreement and provide you with the best service they can offer.

Acquiring a partner

A managed service provider should be more than just what the name states. Ideally, they should see themselves more than as a provider, but as a partner in your business’s growth.

Your success is their success.

It is on that foundation that a solid relationship with a managed service provider is built. Solving downtime problems is their priority. Your uninterrupted uptime is their goal. Your business’s growth is their mission.

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