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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

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Are You Still Going At It Alone On Backup?

Posted February 18, 2019by Dave LeClair

Are-you-still-going-at-it-alone-on-bdr

Today, Backup and Disaster Recovery (BDR) has become an essential offering that’s included in almost every MSP’s portfolio. It’s a must-have. Uptime is now critical for small- and medium-sized businesses (SMBs), and users demand always-on access to data and applications. The risks and damages associated with a data loss incident—from human error to technology failure—or a downtime event are too severe to be ignored. Additionally, increasing cybersecurity challenges have exacerbated the need for effective business continuity planning as the ultimate failsafe against ransomware and other malicious attacks.  


Managed Backup vs. Unmanaged Backup

Let’s be honest—no one likes spending time on data backup and system disaster recovery planning and testing. Backup and DR are simply tasks that all responsible businesses and their respective IT stewards must do to ensure that business can proceed no matter what challenge pops up. However, managing backup and dealing with BDR tasks consumes valuable cycles for technicians in an MSP. Most would rather be working on other important projects and tasks that could help move your business forward into the future with growth.

Unfortunately, backup tools can require a lot of attention some time. Backups can fail for a variety of reasons. When they do fail, these failures must be investigated and rectified as soon as possible. In recent years, many modern backup tools have added automated backup verification checks to test backup regularly. These verification checks do a pretty good job of testing backup recovery points to guarantee that they are indeed good and to provide confidence to IT admins that they are covered. However, these verification tasks can also be “noisy.” In fact, the better they are at finding potential issues in recovery, the more alerts they will generate that need investigation to find the root cause. Therefore, it is common for IT admins to come in the morning and be facing an hour or more of work resolving failures that occurred overnight with their backup environments. This is especially true for MSPs, who are responsible for multiple environments located at their clients’ sites.


Having a Backup Plan

Fully managed backup solutions present a solution to this problem. Unlike unmanaged solutions, where the backup provider is just providing technology and basic support, fully managed solutions augment an MSPs own resources. Fully managed solutions attempt to perform routine backup tasks and problem resolution for the MSP, freeing up the resources that typically get bogged down with these takes.

Continuum provides a “fully managed” BDR platform backed by a team of experts in our NOC. The power behind using a fully managed solution for MSPs is easy to understand. If a backup or verification tasks fails or generates some kind of alert, our platform uses a combination of intelligent automation and a team of BDR experts staffed 24x7, to the  resolve most issues on the MSP’s behalf. Typically, our platform resolves over 90% of issues without escalating to the MSP partner. Therefore, in the morning instead of regularly facing an hour or more of work on backup every day, the MSP gets most of this time back. They can spend their time focused on growing their businesses and working on more profitable projects. 

Most backup tools are not fully managed, however. They leave the MSP on their own for most backup tasks. Some will market themselves as fully-managed if they are doing managed cloud backups or DR-as-a-Service. However, to truly reap the benefits of a true fully managed service, the backup platform needs to help with on-premise backup tasks as well. 

What kind of benefits can you experience with Continuum? Here are some of the significant benefits we have measures with our partners:

  • Significant cost saving: On average, partners save $1,245 per technician  in labor each month.  For 3 technicians, this equal almost $45K in saving per year.
  • Tech Time saving: On average, we save techs 90 % of the amount of time spent each per week managing backups.
  • Higher Profit Margins: Partners have increased BDR profits by 33% since moving to Continuum BDR.
  • Increased revenue: Partners have increased revenue by 31% since moving to Continuum BDR.

Are you still going at it alone? Are you still dealing with daily backup tasks within your own team, consuming valuable tech resources? Are you spending too much time on backup and not getting to more strategic projects for your business? If so, we strongly encourage you to look at what Continuum BDR can do for you and your bottom line.

 

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Dave LeClair is Sr. Director of Product Management for BDR at Continuum. He has over 25 years of experience developing and marketing servers, devices, software and services in the computing and communications industries with roles in strategy, product management, marketing and engineering. Dave is frequently referenced expert on cloud, backup and business continuity solutions. He has held senior executive roles at Unitrends, Stratus, Avaya, NEC, and Internet Appliance Network.

Topics: BDR

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