5 Ways to Improve Your MSP Service Level Agreement (SLA)


Featured Post

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.

Read Now

Evan Tencer

Evan Tencer is a Data Analyst on the Corporate Strategy team at Continuum. Evan’s focus is on increasing the use of data and analytics throughout the organization, contributing to strategic decisions and cross-functional initiatives. Prior to joining Continuum, Evan was a Business Analyst at McKinsey & Company and holds a double BS from MIT in Economics and Business.
Find me on:

Recent Posts

How to Differentiate Yourself in a Growing Competitive MSP Landscape [Part 2: Hard Differentiators]

Posted by Ray Vrabel on March 25, 2019

Part2.jpg

Last week, we discussed how soft differentiators can help you improve your business. This week, we’ll focus on hard differentiators: what they are, how they can help you grow your business and examples of how our partners are using them today.

Read More

Topics: Business Growth

The Ultimate Guide to Success in Managed IT Services

Posted by Robert Kocis on March 22, 2019

The Ultimate Guide to Success in Managed IT Services

According to BCC Research, the global managed IT services market could be worth more than $250 billion by the year 2021. This sector in flourishing, and the potential for value-added resellers (VARs), break/fix providers, or emerging MSPs to achieve scalable, profitable growth in IT is tremendous.

Capitalizing on this proactive, preventative approach to IT services is more efficient than running around putting out fires. Additionally, this model can lead to higher margins, scalability and recurring revenue, while improving customer service. To get there, however, you will need the right business plan, technology and partnerships. 

So, what’s the key to unparalleled success in managed IT services? Focus on these four elements:
 

Read More

Topics: Business Growth, IT Services

7 Reasons You Can't Miss Navigate 2019 EMEA

Posted by Phylip Morgan on March 20, 2019

nav19

With less than a week until Navigate 2019 EMEA, there’s promise it’ll be the best one yet. Navigate is the only user conference in the IT channel that empowers MSPs to scale rapidly and improve their business metrics. This year, Navigate will bring attendees valuable content that’s built for MSP success, direct access to Continuum’s leadership team, collaborative networking opportunities to hear and learn from peers, and much more.

But these aren’t the only reasons why you’ll want to be there. Keep reading to discover seven key ways we’re stepping up our game with Navigate 2019 EMEA.

Read More

Topics: Business Growth, Navigate, IT Services

How to Differentiate Yourself in a Growing Competitive MSP Landscape [Part 1: Soft Differentiators]

Posted by Ray Vrabel on March 15, 2019

How-to-Differentiate.jpg

In 2018, Managed Services alone accounted for $43B in annual revenue. Further, the total serviceable SMB market accounted for 7 million businesses, but only ten percent of that serviceable market is actually served by IT Service Providers today. This provides a huge opportunity for MSPs to gain additional market share and box out your competition. But how do you go about doing this?

Read More

Topics: Business Growth

Dominating New Verticals in 2019: 7 Tips to Keep AEC Clients Cyber Secure

Posted by Josh Weiss on March 1, 2019

Dominate-New-Verticals-AEC

Traditional architecture, engineering and environmental consulting (AEC) firms are in the middle of a makeover, with spreadsheets and calculators taking a backseat to big data, technology and software. With increasing speed, AEC firms are utilizing technology-driven capabilities to provide more service offerings and improve efficiency. This means they require proactive cybersecurity strategies to protect their business. The bottom line is: AEC firms are making strategic investments in cyber security.

Read More

Topics: Business Growth, IT Services, Cyber Security

The Top 5 MSP Blog Posts of February 2019

Posted by Meaghan Moraes on February 27, 2019

Monthly-Roundup-Feb

Having defined processes in your MSP to drive business forward. Understanding how to explain the value of your services rather than just listing them on your website. Finding the right opportunities to have cross-sell conversations with clients. These were just a few of the topics discussed on our blog this month that resonated most with readers.

Check out our roundup below of the top five MSPblog posts of February to explore the key themes buzzing in the MSP community right now!

Read More

Topics: Business Growth, Sales and Marketing, RMM

Three Ways MSPs Can Demonstrate Value to Clients: The Weekly Byte [VIDEO]

Posted by Brandon Garcin on February 25, 2019

Demonstrating MSP Value to Clients

With so many aspects of managed IT services today being performed remotely and off-hours, it can be difficult to really “show” your customers the value you’re providing them every day. In this episode of The Weekly Byte, we break down three ways to help you reinforce and regularly showcase the value you’re delivering to your customers!

Read More

Topics: Business Growth, The Weekly Byte

3 Important Questions to Improve Your MSP Business Processes

Posted by Cam Habib on February 7, 2019

3-Important-Questions-to-Improve-Your-MSP-Business-Processes.jpg

One area that can often get overlooked in MSPs is operational strategy and process building. MSP business environments are chaotic by nature, often with small, nimble teams constantly putting out fires—which makes it easy to put off process-building initiatives. Revenue, profits and customers are always top-of-mind, and anything that remotely looks like it would impede the positive outcomes of these objectives is often deprioritized. Below, we’ll dive into some reasons why building these processes is so important and share insights on how they can catapult your team to greater success.

Read More

Topics: Business Growth, IT Services

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

Posted by Brandon Garcin on January 30, 2019

5-ways-to-imrpove-your-msp-service-level-agreement-sla.png

Service Level Agreements (SLAs) are a critical component of any modern MSP business. The goal of these documents is to provide clients with a detailed understanding of the scope of your services, define which parties have ownership over certain functions, and to set proper expectations for things like resolution times and escalation procedures. SLAs also provide both parties with a level of protection against legal action should an issue or misunderstanding arise—so they need to be crafted thoughtfully and carefully.

Read More

Topics: Business Growth, IT Services

Evolution of The Managed IT Services Provider

Posted by Joseph Tavano on January 29, 2019

Evolution-of-Managed-IT-Services

As the progress of technology marches on, managed IT services providers are tasked with staying ahead of the curve and meeting changes as they come. As part of this continual adaptation, new services and solutions are changing the fundamental purpose of MSPs, challenging the industry to evolve yet again.

Read More

Topics: Business Growth

5 Ways to Retain Employees in Your MSP Business: The Weekly Byte [VIDEO]

Posted by Brandon Garcin on January 28, 2019

WB_110

Hiring and retaining talent pose some of the most significant challenges MSPs face today—and a widening skills gap (particularly in cyber security) isn’t helping. Fortunately, the right tactics and approach can help you overcome some of these challenges and keep your top performers. Tune into this episode of The Weekly Byte to learn more!

Read More

Topics: Business Growth, The Weekly Byte

10 Free and Helpful Online Tools for MSPs

Posted by Ben Barker on January 17, 2019

10-Free-Easy-MSP-Tools

Everyone appreciates a helping hand. When you discover a free, online tool that makes your job easier, it can be hard to imagine life without it. With that in mind, we decided to reach out to you in order to compile a list of these helpful tools, all in one place. Why spend hours poking around online looking for a solution to your problem when it is very likely that one of your peers has already discovered and shared that solution?

 

Read More

Topics: Business Growth

How to Sell Managed IT Services in 2019

Posted by Frank Bauer on January 16, 2019

A couple of years ago, I wrote a blog post called How to Sell Managed Services: Understanding the New Buyer Dynamic, a topic that's still top-of-mind for most MSPs today. In it I stressed that purchasing behavior has changed, rendering once popular sales strategies outdated and ineffective. Need proof on this? According to HubSpot, a mere two percent of cold calls result in an appointment. Clearly, there must be another way!

So let's say you're still struggling to fill your sales pipeline. You know what NOT to do because you've done it, and it isn't working. What then is the solution, how has it changed over time and what's driving that change?

Read More

Topics: Business Growth, Sales and Marketing

Which Major Forces Will Disrupt the MSP Market in 2019?

Posted by Lily Teplow on January 15, 2019

Which Major Forces Will Disrupt the MSP Market in 2019?

This year has already brought a lot of channel activity; whether through mergers and acquisitions—for both vendors and service providers—the naming of new CEOs and executives, or things to look out for in 2019. But which of the major trends in the market are actually worth watching?

To answer this question and more, I sat down with Continuum CEO Michael George. Recently, Michael shared his predictions for the managed services industry, alluding to three major forces that will disrupt the market. Keep reading for a deeper dive into these three forces, including exclusive insight from Michael on how to align your MSP business for success in 2019.

Read More

Topics: Business Growth, IT Services

Exciting IT Channel Progress: What the CMIT Acquisition Means for MSPs

Posted by Meaghan Moraes on January 10, 2019

Exciting-IT-Channel-Progress-What-the-CMIT-Acquisition-Means-for-MSPs

2019: what a time to be in the managed services industry. With the rise of cyber security, the quest to solve the skills gap, and increased investment in mergers and acquisitions to name a few, there's been a lot of fascinating movement as of late—and Continuum and our partners are here for it. 

The recent acquisition of CMIT Solutions by private equity firm Craftmans Capital speaks to this exciting time. Read on for more details on this new development and advice for MSPs working to find that secret recipe for success in this market.

Read More

Topics: Business Growth, IT Services, Cyber Security

The Top 5 MSP Blog Posts of 2018

Posted by Meaghan Moraes on January 1, 2019

Top-5-Posts-of-2018.png

Happy New Year! What are your New Year’s resolutions for 2019? Maybe you’re hoping to devote more time to growing your managed services business, fill your lead pipeline or break into the cybersecurity space. These are all great goals to have, but to actually achieve them, you might need a little help.

Lucky for you, we’ve rounded up our top five posts from the MSPblog this year. With tips and best practices on mastering the MSP sales process, making strategic business decisions, incorporating security into your portfolio, optimizing your tech talent and much more, you’ll be set up for success in the new year. Take a look at our top posts below to get a head start on your resolutions!

Read More

Topics: Business Growth, Sales and Marketing, Cyber Security

Is Your Managed Services Business Running Into These 5 Problems?

Posted by Ray Vrabel on December 27, 2018

Is Your Managed Services Business Running Into These 5 Problems?.jpg

The managed services market is predicted to grow to $242.45 billion by 2021 at a 10.8 percent CAGR! With such an outlook, it's no wonder so many MSPs are seizing this opportunity.

Whether proactive IT management has been your primary business model for years or you're exploring the managed IT services advantage for the first time, the potential for revenue growth is significant. Yet, maybe you've struggled to capitalize on this growing market. You're not alone. Here are five of the most common problems MSPs encounter and how you can avoid these pitfalls in your own business.

Read More

Topics: Business Growth, Sales and Marketing

5 Non-Monetary Compensation Strategies Every MSP Should Be Using

Posted by Lily Teplow on December 12, 2018

5 Non-Monetary Compensation Strategies Your MSP Should Be Using

Money is many things, but it isn’t everything. It can be tough out there for managed IT services providers who want retain top talent but don’t always have the means to pay them. Luckily, there are several non-monetary ways that you can offer your employees compensation that actually help to enrich your staff’s daily work environment.

In the spirit of the upcoming new year, look to incorporate these non-monetary compensation strategies. As a result, you could see a more positive company culture, more engaged employees, and a more loyal, productive workforce.

Read More

Topics: Business Growth

How MSPs Can Effectively Prepare for the Holidays: The Weekly Byte [VIDEO]

Posted by Brandon Garcin on December 10, 2018

The Weekly Byte Episode 120

The holiday season is one of the busiest—and most hectic—times of the year. And for MSPs, the right planning can go a long way to ensure you’re not scrambling to keep things running smoothly throughout the month of December. Tune into this episode of The Weekly Byte to discover four ways to effectively prepare for the holidays!

Read More

Topics: Business Growth, The Weekly Byte

The Top 5 MSP Blog Posts of November 2018

Posted by Lily Teplow on November 29, 2018

November-Blog-Roundup

What are the keys to an MSP marketing plan for 2019? How can you explain the cloud to your clients? What tools are needed to build a cyber security offering? We answer these questions and more in our monthly roundup of the MSPblog's most popular posts.

See below for the top five blog articles our readers couldn’t get enough of this November.

Read More

Topics: Business Growth, Sales and Marketing, Cyber Security

4 Simple Ways to Show Clients You're Thankful for Them

Posted by Lily Teplow on November 21, 2018

4 Simple Ways to Show Clients You Are Thankful for Them

While acquiring new business is always important, maintaining your existing business should be a focal point as well. With the everyday grind of running your MSP business, it’s easy to forget to tell your clients how you appreciate their partnership. So, in the spirit of the Thanksgiving holiday, we’re providing you with four simple ways to show clients you're thankful for them and make them feel valued and important to your business.

Read More

Topics: Business Growth

How Do You Market, Call and Set an MSP Sales Meeting?

Posted by Lily Teplow on November 14, 2018

How Do You Market, Call and Set an MSP Sales Meeting?

If you want to accelerate sales and grow your MSP business, you can’t rely on leads coming to you and ringing your phones off the hook. You need to develop the relationship, ease them down the sales funnel and arrange a time to meet with well-suited prospects. However, it can be tough for MSPs to get your foot in the door and actually set this date.

Keep reading to discover tips on how to request onsite visits, what to cover during these appointments, and how to effectively follow-up to move the sale forward.

Read More

Topics: Business Growth, Sales and Marketing

4 Signs You Should Say “No” to a Prospect

Posted by Lily Teplow on November 13, 2018

4 Signs You Should Say No to a Prospect

I’ve written a lot of posts on how MSPs can generate new leads, improve close rates, and become more successful in sales and marketing—but I think it’s time to flip the script a bit. While the fact remains that you can’t effectively grow your business if you’re not acquiring new clients, that doesn’t mean that you should jump on every opportunity that comes down the pipeline. In fact, knowing when to say “no” to a prospect can be just as valuable as knowing when to say “yes.”

In this post, we’ll explore four red flags that could signal when it might make sense to pause (or even walk away from) a potentially bad deal.

Read More

Topics: Business Growth, Sales and Marketing

How to Leverage Product Demos When Selling MSP Services

Posted by Lily Teplow on November 7, 2018

How to Leverage Product Demos When Selling MSP Services

During the typical MSP sales process, countless hours can be spent talking to prospects about the value of your managed IT services. However, how can you actually show them said value?

The answer may be simple: product demonstrations. Product demos should be used throughout your sales cycle and even when cross-selling and upselling existing accounts. In this post, we’ll explore how MSPs can better leverage product demos and the benefits they can have on generating new and better business.

Read More

Topics: Business Growth, Sales and Marketing, IT Services

Partner Spotlight: Why MSPs Should Go to Industry Events

Posted by Mark Matthews on October 11, 2018

Partner Spotlight: Why MSPs Should Go to Industry Events

It can seem on the face of it that industry events are expensive to go to, especially if you have to fly to get there, add the hotel costs and the event themselves are normally chargeable, it can all add up. Sometimes the costs can run into the thousands, particularly if you take other members of your team with you. The key to an industry event is finding the greater value for your company. There may be things at the event that you wouldn’t know about otherwise but have potential to bring a new source of revenue to your company, or a method of doing something that would increase productivity tenfold!

Read More

Topics: Business Growth

Which Managed Services Pricing Strategy Is Right for You?

Posted by Ray Vrabel on October 10, 2018

Which Managed Services Pricing Strategy Is Right for You?

Pricing is something many businesses struggle with, and MSPs are no exception. Price your offerings too high, and you might not find a great market for you. Price too low, and you might be hurting your own margins. Right now, the industry still offers enough flexibility that there are a number of different managed services pricing strategies that work. However, it’s important for MSPs to be aware of the benefits and drawbacks to each. Which pricing model is best for you? Let’s discuss.

Read More

Topics: Business Growth, Sales and Marketing

Here Are the Top Marketing Questions MSPs Are Asking

Posted by Lily Teplow on October 3, 2018

Marketing is essential to growing your business, yet it doesn’t come as naturally to most MSPs. But it’s OK, that’s exactly why we created the Grow Your Business Hub—an all-inclusive marketing support hub at Navigate where we work with hundreds of Continuum partners to identify and support their key marketing growth initiatives.

Last week at Navigate 2018, the Grow Your Business Hub team and I had some great conversations around MSP sales and marketing. If you recognize room for improvement in your marketing endeavors, the good news is that you're not alone. Here are some of the most frequently asked marketing questions we heard from MSPs at each station.

Read More

Topics: Business Growth, Sales and Marketing

Live from Navigate 2018: Day 2 Coverage

Posted by Lily Teplow on September 27, 2018

Live from Navigate 2018: Day 2 Coverage

Greetings again from day two of Navigate 2018, Continuum’s user conference focused on empowering our MSP partners with the tools and insights they need to achieve success in the IT space.

Day one was full of value, including various breakout sessions, one-on-one marketing consultations at the Grow Your Business Hub, the opening of the Cyber Attack Simulator, and of course, an inspiring keynote address from our very own Michael George.

Riding off the coattails of an eventful and successful day one, here’s a quick look at what day two of Navigate 2018 had to offer.

Read More

Topics: Business Growth, Sales and Marketing, Navigate

Live from Navigate 2018: Day 1 Coverage

Posted by Lily Teplow on September 26, 2018

Live-from-Navigate-2018--Day-1-Coverage

Greetings from Boston at Navigate 2018, Continuum’s user conference focused on empowering our MSP partners with the tools and insight they need to define their path and achieve success in the IT space. Over the next three days, we will be live blogging this great event—covering all the valuable content, announcements, and highlights that Navigate has to offer.

Here are our top stories from the first day of Navigate 2018.

Read More

Topics: Business Growth, Navigate

Top 5 Warning Signs That Your Client is About to Leave You

Posted by Lily Teplow on September 25, 2018

warning-client-churn-blog

What is one of the worst things an MSP can hear? “You’re fired!”

When a client leaves you, that’s called churn… and it’s really bad for your business. Churn not only represents a client leaving, but it can be incredibly costly to replace that business. It’s important to minimize client churn and therefore, you need to be able to identify the early signs of churn so you can reduce the chance that your client leaves you.

Read More

Topics: Business Growth

The MSP's Guide to Getting the Right ROI from Industry Conferences

Posted by Lily Teplow on September 21, 2018

The MSP's Guide to Getting the Right ROI from Industry Conferences

The right industry conference can be a game changer for your business, and when done the right way, it can present a goldmine of opportunities. However, with so many conferences and events taking place these days, it can be difficult to know where to spend your time and how to get the right return on investment (ROI).

In this post, we’ll dive into what to do before, during, and after industry conferences to ensure you’re making the most of your time. Also, with Navigate 2018 fast approaching, we’re offering a few special tips for our partners and attendees.

 

Read More

Topics: Business Growth

Load More
RMM 101: Must-Haves for Your IT Management Solution
MSP Guide to Managed Services SLAs  [white paper]