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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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BREAKING NEWS: MSPs Only Working 9 to 5 on 9/5

Posted September 5, 2014by Ben Barker

9.5_cover_image

Image Source: http://commons.wikimedia.org/wiki/File:Closeup_of_protesters_at_Ginowan_protests_2009-11-08.jpg

MSPs around the world are coming together today to boycott their typically long and exhausting work hours. Appropriately, they've chosen to stage this 9-5 protest on 9/5. An increase in “smart-sourcing” is the apparent fuel for the shortened workday and there are consistent reports of increased productivity as a result. According to multiple sources, this 9 to 5 workday could be a permanent change.

The first accounts of the 8-hour day poured in earlier this morning, when it was reported that the sun had actually risen before MSP business owners were in their offices. Reporters are describing the typically red-eyed and drowsy business owners as “peppy” and “full of energy.”

One MSP business owner, Remy D. Ation, explained why he was able to start his workday so much later than usual.

“Ever since we’ve stopped trying to do everything in-house and on our own, I don’t need to be in the office for 14 hours every day. Not only has smart-sourcing given me more free time, but it has increased my profit margins. Oh, and I don’t have to answer calls at 2 am anymore either. I’ve never slept better in my life!” ~Remy D. Ation~

The late start to the day was strange enough, but when MSP business owners began planning family dinners for 6:30pm, the story took on a life of its own.

“I’m going to be out of here by 5pm tonight. It’s great being able to leave at the end of the day knowing that my company is in good hands. Heck, I feel like I might even be able to take a little vacation soon!” ~Claude Computing~


Why Disgruntled MSP Employees Are Rallying Around a Smart-Sourced Solution:

Advocates of smart-sourcing claim it gives MSP businesses the opportunity to focus on growth and increased profitability. When pressed for details, Ation credited smart-sourcing his IT help desk with his business’s long-term success. He especially loves that he can provide 24/7 assistance without having to pay in-house employees for overnight shifts. Not only are MSP businesses like Ation’s saving more time, but they are also increasing their profitability by investing that time in areas that will grow their businesses.

Of course, not all MSP business owners have the pleasure of joining in on the 9 to 5 celebration. Many MSP businesses still haven’t taken advantage of smart-sourcing and are stuck managing their in-house help desks and Network Operations Centers (NOCs) with their own limited staff and resources.

We reached out to these business owners, but they were too busy to comment.

Extensive research suggests that businesses save valuable time and resources by smart-sourcing certain activities such as IT help desk support, preventative maintenance, project work, and marketing.

Anne Emespy, who also participated in the 9-5 protest, is all for this new solution, insisting that it allows her to focus on growing rather than simply sustaining the clientele her business already has.

"I'm a 'big picture' provider. I need to be able to evaluate my business and determine which areas are working well and which need help. As my granny says, gotta pull the plug sometime!" ~Anne Emespy~

In the end, Ation, Computing, and Emespy all agree that this solution means increased profitability for their managed IT services.

MSP business owners are now takings stands like the one that we’ve seen today, thanks to this new business model.  A 9 to 5 business day is the latest of the many benefits being reported. If you can believe it, vacation rates are also on the rise! 

What does your typical workday look like? Let us know in the comments below!


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Ben is a member of Continuum's marketing team. He specializes in blog content as well as video production. Ben is a graduate of Emerson College and a huge Boston sports fan.

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