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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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Best Practices for Selecting a Third-Party NOC

Posted September 30, 2013by Lauren Peyton

img-blog-best-practices-selecting-noc

Third-party network operations center (NOC) vendors can save MSPs time and money while allowing them to offer a premium service to clients. However, before you run out and sign up the first NOC vendor you find, bear in mind that not all third-party NOC providers are alike.

You don’t want to sign a contract, only to find that you are working with a poor quality company, with stagnant technology and escalating prices.

Here are best practices to follow when selecting a third-party NOC vendor:

  • Quality of Service: Consistent level of service and response times

  • Scalability: Capacity to expand services to meet future needs in terms of infrastructure and support staff

  • RMM and PSA Integration: Tight integration between the NOC service and the RMM platform ensure reliable and quality service delivery; NOC services should also be agnostic to the leading PSA providers

  • Operational Cycles: Your NOC should be able to offer consistent and solid 24/7 support

  • Flexible Service Consumption: A good third-party NOC will offer multiple service levels so you can go with a support option that best meets your needs

  • Expertise & Resources: A good NOC vendor will have staff and resources for supporting all of your needs for current and future customers

  • SLA Track Record: Their SLA should closely align with your operating needs and speak with other partners to understand their consistency in meeting SLA expectations

  • Financial Stability: Don’t be left stranded by partnering with a provider who suddenly ceased operations

  • Investment & Expansion: A strong NOC partner will have a development vision and plans for product development and expansion

Every MSP will have a unique set of requirements for their third-party NOC based on individual operations, customer needs and future development plans.  You want to provide the best possible service to your customers, and a NOC vendor should only enhance that service.

 

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