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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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VIDEO: Sony Entertainment Hack & Fraudulent Apps: IT Rewind Episode 16

Posted December 5, 2014by Ben Barker

 
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Sony Entertainment is still trying to recover from a devastating security breach which led to the loss of unreleased films and personal information. Who could be behind it? Some Apple applications aren't what they claim to be. Find out why on this week's Houston, Texas-based episode of IT Rewind! 
 


IT Rewind Featured Stories:

Did our short segment leave you wanting more? Check out the original articles of stories we covered!

The Sony Pictures Hack Was Even Worse than Everyone Thought

Gizmodo, @Gizmodo, Adam Clark Estes, @adamclarkestes

Fraudulent Apps Stalk Apple's App Store

InfoWorld, @infoworld, Simon Phipps, @webmink

How to Show Thanks to Your Clients and Employees: MSPradio 32

MSP Blog, @FollowContinuum, Nate Teplow, @nteplow

 

Continuum's Must-Read Blog Post This Week

VIDEO: Top 5 Things to Consider in Your SLA - Pt 1: Coach's Corner Episode 3

 Hubspot-SLAs-1

Bring it in, team. We're continuing our phenomenal managed IT services season with Continuum Coach's Corner, an educational video series designed to teach MSPs the business strategies and best practices needed to succeed in the ever-changing IT world. Huddle up with me, Coach Raymond Vrabel, Director of Technical Account Management at Continuum, as I map out play-by-plays to increase your revenue and profitability. In part 1 of this SLA double header, I'll provide the top 5 things to consider when creating your Service Level Agreement.

If you're like most managed IT service providers, your first love is technology, not law. As a result, you may look to speed through the process of creating your first SLA in as little time as possible. But that could end up costing you big bucks in the end. Let me, Coach Ray, help you keep those big bucks in your pocket. Read more »

 

New Content From Continuum

In our commitment to deliver educational content to MSPs everywhere, we're creating informational articles that further explain how managed IT services came to be. These first two offer a closer look at remote monitoring and management (RMM) and network operations centers (NOCs).

What is a Network Operations Center (NOC)?

In the world of managed IT services, a network operations center, or NOC (pronounced “knock”), is a centralized location where IT technicians can directly support the efforts of remote monitoring and management (RMM) software. Check it out »

Remote Monitoring & Management (RMM) Explained

Remote monitoring and management (RMM), also known as network management or remote service software, is a type of software designed to help managed IT service providers (MSPs) remotely and proactively monitor client endpoints, networks and computers. Check it out »

 

What Else Is New in the IT Channel?

Now that you've seen our top picks for this week, here are some more stories that made the headlines. Have a suggestion for a story that we should cover next week? Let us know by commenting below or tweeting @FollowContinuum or @BenDBarker!

Risky business:

         Data Loss, Downtime Cost Businesses $1.7 Trillion
         eWeek, @eWEEKNews, Nathan Eddy

Tacful tools:

        11 Open Sourced Tools to Make the Most of Machine Learning
        InfoWorld, @infoworld, Serdar Yegulalp, @syegulalp

Building a better brand:

         Branding 101: The Small-Business Guide to Building a Killer Brand Identity
         Business Insider, @businessinsider, Lou Imbriano, @LouImbriano

It wasn't me:

         North Korea Denies Role in Sony Hack
         Network World, @NetworkWorld, Gregg Keizer, @gkeizer

 

Transcription

HEY THERE AND WELCOME TO HOUSTON, TEXAS FOR THIS WEEK’S EPISODE OF IT REWIND.

THIS WEEK I’VE MADE MY WAY DOWN TO THE LONE STAR STATE TO VISIT THE OFFICE OF OUR FRIENDS AT R1SOFT, BUT, UNFORTUNATELY, I DON’T HAVE MY TRUST PLASMA SCREEN WITH ME… WAIT A MINUTE, I THINK I MIGHT HAVE BROUGHT IT ALONG… (PULLS OUT OF POCKET) THERE IT IS! LET’S GET TO THE NEWS.

SONY IS STILL STRUGGLING TO RECOVER FROM WHAT MANY ARE CALLING THE WORST CORPORATE HACK OF ALL TIME. ALONG WITH UNRELEASED FILMS BEING STOLEN, MANY OF THE COMPUTERS AT SONY ENTERTAINMENT WERE INFECTED WITH A VIRUS THAT MADE THEM UNABLE TO OPERATE. ADDITIONALLY, SCORES OF CONFIDENTIAL BUSINESS DOCUMENTS AND PERSONAL INFORMATION INCLUDING MEDICAL RECORDS AND SOCIAL SECURITY NUMBERS WERE COMPROMISED. THE FBI IS LEADING AN INVESTIGATION TO FIND THE HACKERS AND CURRENTLY THE MAIN SUSPECTS INCLUDE DISGRUNTLED CURRENT OR FORMER EMPLOYEES AS WELL AS NORTH KOREA.

APPLE USERS BEWARE. THE USUALLY AIRTIGHT APPLE APP STORE MAY HAVE BEEN INFILTRATED BY SOME FRAUDULENT APPLICATIONS. A SERIES OF APPS UNDER THE NAME “QUICKOFFICE PRO” ARE BEING PURCHASED BY USERS WHO SOON AFTER FIND OUT THAT THEY DO NOT WORK. A $2.99 VERSION OF THE APP OFFERS BUYERS LITERALLY NOTHING, A GREY SCREEN WITH THE WORK “TAP” APPEARS AND UPON TOUCHING, THE APP CLOSES ITSELF. A MORE EXPENSIVE, $9.99 VERSION OF THE APP DOES INCLUDE A WORD PROCESSOR AND SPREADSHEET, BUT ITS SUPPORT LINK TAKES USERS TO A COMPLETELY UNRELATED WEBSITE. THERE’S ALSO A THIRD VERSION OF THE APP THAT OFFERS A SUPPORT LINK TO A NON-EXISTENT WEBSITE. APPLE HAS YET TO COMMENT ON THE ISSUE.

THIS WEEK BRYAN GILLIOM WAS BACK ON THE AIRWAVES WITH MSPRADIO HOST NATE TEPLOW. WITH THANKSGIVING STILL ON THE MIND, THE TWO DISCUSSED HOW TO SHOW YOUR CLIENTS AND EMPLOYEES THAT YOU ARE THANKFUL FOR THEM.

THAT’S ALL THE TIME WE HAVE FOR THIS SPECIAL HOUSTON EDITION OF IT REWIND. I’LL BE BACK IN THE BOSTON STUDIOS NEXT WEEK WITH MORE NEWS FROM THE WORLD OF IT. UNTIL THEN, FIND US ON TWITTER, INSTAGRAM AND VINE AT FOLLOWCONTINUUM. YOU CAN ALSO CONNECT WITH US ON FACEBOOK AND LINKEDIN. I’LL SEE YOU NEXT WEEK.


Don't fall victim to one of these five MSP pitfalls. Find out how to dodge the danger!

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.

Topics: Industry News

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