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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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The Ultimate Cybersecurity-As-A-Service Blueprint

Posted January 24, 2017by Ben Barker

The Ultimate Cybersecurity-As-A-Service Blueprint.jpg

As you probably already know, there is a high need for security in the SMB market. The statistics leave little room to argue this statement. 60% of attacks target small to medium-sized companies and the average cost of attack in 2014 was $20,752, with that number being even higher today. Still, the most alarming statistics is that 60% of SMBs fail within six months of being hacked. So, for your clients, security is literally a matter of life or death for their businesses.

Unlike years ago, SMBs are becoming aware of the importance of security and are investing in that area. In fact SMBs spent an estimated $6.5 billion on security in 2015. Because of this, offering security to SMBs seems like an easy way to generate more revenue. However, many of you still struggle in this area for a few reasons; you don't know how to offer a full scope of security services, you don't know how to price it or you don't have access to the appropriate tools. 

What does a full scope of security services look like?

On a recent webinar, Win Pham and Mark Winter of RapidFire Tools laid the groundwork for what you need in order to build a complete security offering. They were clear that an enhanced security service will be:

  • Revenue generating
  • Differentiating
  • Churn eliminating

However, in order to get to this level, your service needs to be:

  • Repeatable
  • Capable of automation

The goal is to deliver a service that you can easily implement and deliver as quickly as possible with the least amount of labor. To your clients, security is simply all of the individual pieces that you offer to prevent hacking. These include things like firewalls, anti-virus, patching and spam filtering. But offering these "one off" solutions has a low level of value, is non-sticky and is certainly isn't differentiating. Developing that repeatable, automated, full scope of services is what will allow you to use security as a revenue generating service for your MSP business. 

How do I build it and how do I price it?

Once you come to terms with the fact that commodity selling isn't the way to capitalize on the security opportunity, you need to build your solution and price it. In the webinar, Win Pham presents a three-tiered approach to offering security that you can build and offer to your clients. Take a look at the three tiers below.

Screen Shot 2017-01-19 at 12.33.02 PM.png

Silver.jpg

Gold.jpg

Platinum.jpg

As you can see, when the tiers go up, so does the quality of the solution, as well as the price. Essentially, tiered pricing and delivery gives clients a more complete security package, rather than providing the “one off” options we talked about earlier. Also, if you enjoy flexibility when it comes to pricing, this tired approach gives you the options available to cover your client base, both large and small. Pham goes into more detail on the labor requirement and the customer benefits of each tier, which you can see here. 

So, what's the bottom line? ultimately, we know that SMBs are already spending money on security, so they recognize its importance. Now it's your turn to make security easier for them by providing them with a full scope of security services. For more information on pricing tiers, and to learn about which tools you can use to help offer your security services, check out the full webinar, "The Ultimate Cybersecurity-as-a-Service Blueprint" presented by RapidFire Tools. 

Suggested for you:
Cybersecurity-Sales-Success-Kit-2017-Download

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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