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Managed Service Providers (MSP) are nothing new.
The concept of outsourcing your IT needs to a trained and capable IT support company is more commonplace than it ever has been. However, MSP’s are certainly, not created equal. Most have no idea that they are in the customer service business.
Here's how it works.
Within the scope of the monthly support service offering the typical MSP will bundle in the costs of:
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Desktop and Server Management Tools
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Backup Solutions
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Antivirus Management Software
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Security Monitoring Tools
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Remote Assist Software
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Helpdesk Software and Reporting
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Office 365 Products and Services
It's more than just dollars and cents though. It gets worse...your provider may just be dug in like a tick.
The customer / vendor relationship is a two-way street. As it should be with any valuable partnership. There will be obstacles along the way, inevitably. The number one reason any company begins revaluating their current IT service provider will be predicated upon quality-of-service issues. It could be one isolated negative incident or a pattern of diminishing quality of service. Once again, most MSP’s given ample time, will forget they are in the customer service business and fail.
When looking for an alternative IT provider or perhaps just simply price checking the competition, customers will often find themselves enlightened to the fact that their current MSP may just “own” them. The MSP has all the necessary support software purchased and licensed in their name, not yours. To some, this now becomes an overwhelming proposition. The administrative effort just to change these systems can be daunting. At best, only extremely challenging from a technical perspective.