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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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When I Grow Up, I Want to Be a Managed Services Provider

Posted June 24, 2014by Nate Teplow

MSP-batman-01

Remember when you were a kid, and you daydreamed about wanting to be a managed IT services provider? How you couldn’t wait until you were spinning up virtual servers, load balancing infrastructures and fixing back-end vulnerabilities? Let’s face it, what’s not to like about the exciting, glamorous life of an MSP!

Okay, so maybe no one actually plans to become an MSP when they’re still in grade school. Typically, it’s a job that no one realizes exists until they’re already tech majors, and the role is definitely not one that inspires a superhero-level of recognition from your clients.

At the same time, managed IT services providers do fill an absolutely essential role by providing small and mid-sized businesses with the tech support they’re dependent upon to help them not just survive, but thrive. As vital cogs in the global economy, there’s far more to wearing the MSP cape than most people realize.

MSP Superpowers

Managed IT services providers may come across as mild-mannered techies, but the reality of the role is far more extensive and indispensable. Even just a quick glance at relevant statistics shows clearly how cloud-based and managed services are becoming ever more critical for SMB success:

  • In 2014, businesses in the U.S. alone are on track to spend over $13 billion on managed hosting services and cloud computing. [source]
  • Also in 2014, cloud-based workloads will outnumber those in the traditional IT space for the first time in history. [source]
  • Last year, banks began turning down loans for on-premise data centers, while CFOs are declaring the end of physical hardware spending. [source]
  • By 2017, data center workloads are predicted to more than double, while cloud workloads will nearly quadruple. [source]

MSPs: The Unsung Heroes of Small Business

Dare we call you a Dark Knight? Try as we might, there probably isn’t any possible way to make MSPs seem as exciting as actual superheroes. Yet, running an MSP is absolutely an important job that serves a significant need. In fact, the future of managed services looks like it just might save the business world, at least in the proverbial sense.

As technology continues to become more important to run a small business, owners will need someone who understands their business and can help them implement the right solutions. This role will fall on the MSP.

So sure, your clients may not pat you on the back every time, they may not see all the tickets you close nor understand how you do what you do, but you’re the hero that SMBs deserve... the one that they need right now. A silent guardian. A watchful protector. A dark knight.

 

And here's a little clip just for fun...

The Definitive Guide to Managed IT Services [eBook]

Nate Teplow is a Sr. Product Marketing Manager at Continuum, currently managing the company's RMM marketing initiatives. Nate's experience spans inbound marketing, content strategy, marketing communications and B2B lead generation. A proud Miami Hurricane alumni, Nate enjoys staying active, traveling to new places and performing A/B tests.

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