What To Look For in your Managed Services Agreement

By Comlink Solutions

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managed services

22

Feb

Getting a Managed Service Provider should not be the same as frustratingly building a complicated Swedish furniture with a foreign manual book with no translation you can barely comprehend.

Quit the habit of agreeing clueless to every IT proposal and strengthen your backbone — it’s time to be more knowledgeable on what to look for in your Managed Service Provider for the best IT front of your company.

Not sure where to start?

We collated a list of what you should look for in your next Managed Services Agreement before penning that partnership.

Here are 7 essential things to outline in your deal:

  1. Service

Ask your MSP a breakdown of what you’re getting. Is it just cloud? Office 365? Network security? Being nosy might as well be an asset in this partnership. Left with questions? Just ask your IT Service Provider to clear out things for your understanding.

  1. Reaction Time

How quick can your IT Service Provider respond after an issue has been reported? Consider your MSP’s business hours to be complementary in answering all your unexpected requests.

  1. Operation

Learn your IT Service Provider’s support and escalation procedures as well as their policy in-service support out of coverage hours.

  1. Responsibilities

Be specific. To some IT Companies, willful destruction of properties are not covered but rather general overused hardware should only be. Point out each clear situation in your agreement to know what is to be expected from both parties.

  1. Commitment

Guarantee what your MSP is willing to provide before fully converting from a prospect to a customer. Make sure that these promises in delivery should not be compromised nor empty after being converted into their funnel.

  1. Expectations

Set performance and service expectations. If your contract is a hardware service, ensure a case-to-case basis on each service prospect. Likewise, your MSP should provide the capabilities of their service depending on each case scenario.

  1. System Requirements

Document your company’s minimum standards in the industry to meet the qualified services. Break down your requirements to your IT Service Provider before coming up with an agreement.

 

A Managed Services Agreement should present the IT Service Provider’s service level agreement (SLA), prioritization process, response times, limitation of liability, and more sets of specific regulations.

While this list only scratched the surface of what to find in your managed service agreement, it roughly covers the foundation of satisfied clients. And hopefully, you can be satisfied with your partnership too!

Comlink Solutions is experienced and established IT Managed Service Provider in Sydney, Australia specializing in backup and disaster recovery, project management, relocation, office 365, cloud migration, and an all-around IT specialist passionate in providing proven solutions to clients and businesses. 

  

Want to know how we can help you? Consult our Comlink experts now!