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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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Using Backup Verification to Strengthen Client Communications

Posted November 2, 2016by Joseph Tavano

You have backup verification with your BDR platform, but how are you using it to strengthen your client relationships and grow your business?

Backup verification has, historically, not always been at the forefront of every MSP’s discussions with their clients and prospects. Typically a more technical feature, backup verification is an important and evolving aspect of the modern backup and disaster recovery landscape. After all, backups have never been performed as frequently or in such volume, and the fact of the matter is that not all backups are successful. No matter the platform, and for a variety of reasons, backups can fail, which is why verification has become such an important and useful resource for MSPs.

To take it one step further, Continuity247’s® Tru-Verify feature allows for actual video verification of backups, which provides an even greater level of detail into backups, and allows for more thorough troubleshooting if things need to be looked at. The result is that MSPs using Continuity247 can have a lot more confidence in their backup verifications—and that can translate even into their client discussions.

On a recent MSP Radio, Senior Product Marketing Manager Ben Austin discussed some of the finer points of backup verification, and how it can be discussed with your clients, and even how it can be used in prospect calls as well. In this excerpt, Ben takes a look at two differing points of opinion: whether to show your clients only successful backups, or the benefits of showing what happens when backups fail.

"...And that actually reminds me of a story from Navigate, which we just had a few weeks ago. We had one partner asking about some of the new features we just put out in Continuity 247, one of which is Tru-Verify. And they were asking if they can send out those emails to the end client to show them, "Ok, everything is verified. It can get up and running." And they were asking if they would be able to only send the ones that were a green checkmark. You know, the only the ones that actually work correctly. And, that's a great idea, that’s something we’ll consider for the future and I see the value there.

But my question would be, “At this point, why wouldn't you want your client to see when a backup fails? Obviously, the scary part is, "Oh no, they think something is going wrong." But realistically, that's going to show clients that BDR isn't some switch that you flip, or a backup solution that just automatically runs at 100% if it's running in the background. You want them to know that you're monitoring it, that you have these verification processes in place to make sure everything is running smoothly.

And, when they get an email that shows one of the backups from last night didn't actually work, you’re able to say, "Oh yeah, we checked it. We're already ahead of it fixing it, and we'll let you know when it's fully up and running.” While it may seem scary to put yourself out there and say, "There was a backup failure," it's really just another way to show the value that your services and your team and you yourself can provide to that end client.

And you can even explain what went wrong if they really want to get into it; it gives you an opportunity to explain and provide your expertise. If you're showing verification notifications to them, or if you're holding back failure notices, your clients expect you to be the expert–the adviser–in that situation. It’s not that they're losing data, and it's not a bad situation necessarily. It's just an opportunity for you to explain and say, "Look, good thing we've got an eye on this. We do have an eye on it. It's already fixed. And that’s the good thing about Continuity247. You're ready to move forward."

To hear the full discussion about backup verification and learn more, subscribe to the Continuum Podcast Network here.

Business-Continuity-the-MSPs-guide-to-backup-and-disaster-recovery

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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