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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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Are You using a Smart RMM Platform?

Posted August 18, 2016by Joseph Tavano

MSPs know a thing or two about alerts; they are a perennial hallmark of remote monitoring platforms. Alerts are what give MSPs insight into the networks they service and inform them on what needs attention.

But as an MSP business grows and the number of endpoints that are covered expands, the number of alerts generated can wind up being overwhelming.

Scaling your MSP business also means scaling the amount of data a remote monitoring and management (RMM) platform produces; and parsing through all that data to determine what issues actually require action takes a large amount of time and effort for you and your team.

Therefore, it’s important to make sure your RMM platform is serving its original intended function: to streamline and simplify IT management. If you can’t say your RMM is fulfilling that goal, then it may be time to look for a smarter, more intuitive platform. Let’s have a look at some of the benefits of a smarter RMM platform.

Actionable Alerts

The number of issues to the number alerts is rarely a 1:1 ratio. It usually involves a certain number of conditions and criteria before action needs to be taken. An RMM platform that can filter and consolidate alerts to identify the real issues can make a huge difference in productivity, and will allow technicians to spend more time with issue resolution, and less time filtering through alerts. RMM platforms need to be able to cut through the noise that’s generated by each agent to make sure your time is spent focusing on what actually needs to be addressed.

Categorized Alerts

When an issue is detected by an agent, many RMM platforms create multiple alerts around a single event, many of which can be tossed out as false positives. As a technician, you need to know which issues are most critical and what expertise is needed to resolve that issue. Look for RMM platforms that are able to categorize tickets so they can be prioritized and routed to the right technicians to resolve them.

Collective Knowledge Base

No one wants to solve the same problem twice, and if the answer already exists, no one should have to. In most cases, you need to experience an issue before you know what conditions to look for, and most RMM platforms allow you to create your own conditions and alerting criteria based on what you see. But what if you took that a step further and analyzed issues across all of the platform’s agents and made that knowledge available to all partners?

A smarter RMM platform doesn’t just allow you to customize your conditions and alert settings, but gives you access to common issues detected across the platform, so you don’t need to experience an outage first before you build that alerting condition in.

Always Up to Date

Keeping your RMM platform up-to-date can take a considerable amount of time and is a major pain point for MSPs. No technician wants to spend time updating alerting conditions, and that also proves to be an enormous productivity and profitability drain on your business. Don’t settle for an RMM platform that requires you to hold its hand every step of the way; look for one that stays up-to-date on its own and allows your team to focus on delivering value and revenue for your business.

Here at Continuum we have what’s known as the IntelliMon™ system (literally, intelligent monitoring) built right into our RMM platform, that enables our RMM platform to work smarter and more efficiently.

How does this work? We have a dedicated team that analyzes data across all of our endpoints to identify common issues and trends, then will build the appropriate alerting conditions into the IntelliMon engine. Based on these conditions, IntelliMon will consolidate the numerous alerts created around one issue and deliver a single ticket to your team only when action is needed, and also includes steps to resolve that particular issue. Partners have actually found and prevented new issues this way that they would have otherwise had to experience in order to prevent.

To take things a step further, couple IntelliMon with the Continuum Network Operations Center (NOC), and you can reduce up to 80 percent of the alerts, false positive and tickets that your team would have to manage with other RMM platforms.

Remember, remote monitoring and management platforms should help you find and prevent critical issues from happening to your clients, not drown you in alerts and data. If your RMM solution isn’t providing the most efficient process, the most actionable tickets, and most intelligent issue resolutions, then you will not be able to provide the same for your clients. In taking a look at smarter RMM platforms, you could end up with a more efficient and profitable business, as well as more satisfied clients!

RMM-Software-Download-eBook-for-IT-Management-Solution-Must-Haves

Joseph Tavano is Senior Content Marketing Manager at Continuum, with more than 12 years of experience in content creation and editorial in various disciplines. He is the author of numerous eBooks, eGuides, blog posts and other collateral that enable Continuum partners and IT service providers in the channel to make their businesses stronger and grow their profits. He is also the producer of the Continuum Podcast Network, which publishes multiple shows every week and reaches tens of thousands of IT professionals every year. A native of Boston, he holds bachelors in English and History from Suffolk University and resides in Salem, Massachusetts.

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