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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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Tim Lewis

Tim Lewis came from Emerson College in Boston, he lives and breathes motion pictures. In his spare time he enjoys petting his dog, Duke! Woof!
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Recent Posts

Navigate 2016 Sponsor and Session Spotlight: Intel Returns to Talk Revenue and Service Ticket Volume

Posted by Tim Lewis on September 26, 2016


With Navigate 2016 kicking off bright and early tomorrow, we wanted to give Continuum partners an advanced look at Intel's® Connection Track session, Three Ways to Double Your Revenue and Reduce Your Service Ticket Volume in 2017! If you're attending Continuum's SOLD OUT, premiere annual industry event, you should definitely check out their talk on Thursday, 9/29 at 11:00 am ET! What can you expect to learn?

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Topics: Revenue Growth and Profitability, Navigate 2016

MSPtv Navigate Special: Industry Leaders Tease Navigate 2016 Sessions

Posted by Tim Lewis on September 20, 2016


This week's post is a two-for-one MSPtv special!

Up first, we have Scott Glidden with Chris Day, CEO of IT Glue, one of our Platinum sponsors at Navigate 2016. In this installment, Scott and Chris Day discuss how IT Glue helps to maximize efficiency, transparency and consistency for MSP teams by standardizing IT documentation. He also introduces his highly anticipated session, "10 Lessons Learned from Growing a $10MM MSP," one of more than thirty-six breakout sessions being presented at our SOLD-OUT industry event.

And we're bringing you another Navigate special with IBM, a Gold sponsor. Chris Rimer, VP of Cloud Business Partners and Channels at IBM, discusses why they're returning to the user conference again this year, and what he's most looking forward to. IBM's very own Brian Christini is a confirmed speaker. His session, "Mobile Security for the Way People Work", will cover the Mobile Device Management (MDM) opportunity for MSPs, exploring several real-world MDM use cases.

Navigate 2016 is taking place September 28-30 in Boston, MA. Tune in now! 

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Topics: Video, Navigate 2016, Cybersecurity and Threat Management

MSPtv Navigate Special: Security Around the Internet of Things

Posted by Tim Lewis on September 1, 2016

In this episode of MSPtv Scott Glidden joins Brian Coffey of Webroot, to discuss Webroot’s role at Navigate 2016, as well as Brian’s session on security around the Internet of Things. As a channel account manager for Webroot, Brian will provide tips during his session on how you can create new business from the Internet of Things. Get the opportunity to see Brian and Tyler Moffitt speak in person during their breakout sessions at Navigate 2016, Continuum’s third annual user event taking place September 28-30 in Boston, MA at the Seaport World Trade Center! Looking to register for Navigate 2016? Click here!

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Topics: Video, Navigate 2016, Cybersecurity and Threat Management

Leveraging Automated IT Assessments to Deliver Cyber Peace of Mind

Posted by Tim Lewis on April 21, 2016

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Cybersecurity is more than just a buzzword; it is a mission critical business necessity. The “core” of any IT security framework’s implementation is the network and security risk assessment process. This process is used to identify security risks and actions to mitigate damage. Now more than ever, SMBs are depending on their MSP to build and maintain IT defenses that protect their company's business data, client payment information and stored Personally Identifiable Information (PII) in order for the SMB to comply with Federal and State Regulations. 

In this past webinar presented by Win Pham, VP of Development at RapidFire Tools, we reviewed network and security risk assessment techniques and showed how you can use automated reports to win new customers, secure more sales opportunities and deliver managed security offerings to grow your business.

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Topics: Revenue Growth and Profitability, Information Security, Cybersecurity and Threat Management

How MSPs Achieve Success Through HTG Peer Groups

Posted by Tim Lewis on April 14, 2016

Are you part of an MSP peer group? In this installment of MSPtv, we sit down with Arlin and Pete Sorensen of HTG Peer Groups and talk about the growth and success of HTG through the years, as well as the growth and success of their members. Over the past 4 years, HTG has increased its membership by 20%. Additionally, HTG members experienced 40% growth in total revenue. Tune in now to learn more about HTG Peer Groups and how they've helped MSPs improve their business and their wellbeing through quarterly meetings!

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Topics: Business Development and Growth, Video

VIDEO: The Backup Bachelor

Posted by Tim Lewis on March 14, 2016


Just in time for the season finale of The Bachelor on ABC, comes a brand new season of The Backup Bachelor. This season, our MSP is Claude of Claude Computing, Inc. Claude is left with an empty heart, and an empty hard drive. Claude offers the most coveted backup and disaster recovery (BDR) platform on the market, and only one business owner can have it. Watch as 25 business owners battle it out to win the top prize: the sole contract to Claude's powerful BDR solution. Who will win? It's all coming up this season on The Backup Bachelor. Watch now!

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Topics: Backup and Disaster Recovery, Continuity247, Video

VIDEO: What Cyber Attackers Look for in End Clients

Posted by Tim Lewis on February 11, 2016


In this week's installment of MSPtv, we're joined again by Continuum's Chief Information Officer, Hunter Smith, as we talk about cyber attacks. Hunter discusses a recent report by the Penomen Institute, and provides insight to what the statistics released in the report could mean for MSPs. According to the Penomen Institute, hackers prefer easy targets to harder ones, and will call off an attack if it is taking too long to get through. Hunter goes over the different types of IT infrastructures and points out exactly which types hackers prefer to target. Finally, Hunter discusses the products that Continuum offers to its partners and highlights the ways that they can be used to prevent cyber attacks on end users.

Check out this latest episode and stay tuned for future MSPtv coverage on cyber attacks in the future.

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Topics: Backup and Disaster Recovery, Continuity247, Video

VIDEO: An IT Christmas Story

Posted by Tim Lewis on December 18, 2015

It's that time of year again, you'll be watching 24 hours of this movie on TBS all day on Christmas day. You're probably sick of it, right? Well, I bet the IMDB fanboys didn't tell you about the exclusive director's cut of the movie, "An IT Christmas Story". This rendition centers around Ralphie, a small boy who dreams of owning a Backup and Disaster Recovery (BDR) product of his own. However, he wishes for the worst kind of BDR product: one that is a self-managed backup platform with no DR support, private cloud storage and a long-term contract! You'll lose your data, kid! Check out the trailer now!


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Topics: Continuity247, Video

How Continuity247® is Changing the BDR Landscape: MSPtv Episode 47

Posted by Tim Lewis on December 10, 2015

12-10-2015-Smith.pngIn this week's installment of MSPtv, we're joined again by Continuum's Chief Information Officer, Hunter Smith, as we dive deeper into Continuum's backup and disaster recovery (BDR) platform, Continuity247®. Hunter goes over the many benefits of Continuity247, including both the technological and business benefits, showing how Continuity247 differs from any other BDR platform in the market today.

The Continuity247 platform is integrated with a world-renowned, reliable public cloud (IBM's Cloud, Softlayer infrastructure) and is fully managed 24 hours/7 days a week by our powerful Network Operations Center (NOC), making Continuity247 the backup and disaster recovery (BDR) platform for MSPs. To learn more about how Continuity247 can change your business for the better, check out this latest episode and stay tuned for future MSPtv coverage on Continuity247.

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Topics: Backup and Disaster Recovery, Continuity247, Video

Video Marketing 101: How MSPs Can Use Video to Increase Conversion and Lead Generation

Posted by Tim Lewis on November 13, 2015

So you've finished my first blog post on video production and are now ready to take video to the next level: using it in your sales and marketing campaigns. Video marketing is an untapped strategy for many companies, and they're leaving money on the table by not taking advantage of it. Did you know that 72% of B2B buyers watch videos throughout the entire buying process? And those videos you add to your web pages can increase your page conversion by 80%! 

In this high-level guide, I will explore the four stages of the marketing and sales funnel and provide examples for the best types of videos to showcase in each. Anyone can make these. Yes, even YOU!

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Topics: Sales and Marketing

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