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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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Live from Navigate 2017: Day 1 Coverage

Posted October 3, 2017by Lily Teplow


Greetings from Navigate 2017, 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 2017.

The Continuum team and Navigate attendees were extremely saddened by the tragic shooting in Las Vegas just a few hotels away from where our Navigate Conference is host to nearly 700 people. In our opening remarks—presented by Bob Kocis, Chief Revenue Officer at Continuum—we all participated in a moment of silence for those who were affected by this horrific event. In light of this, we’d like to take this time to express the sorrow we all feel for those who were lost, robbed of their hopes and dreams, and of their futures. Our heavy hearts go out to their families and loved ones at this incredibly sad time.

Here is a statement from Continuum CEO Michael George:

“We were incredibly saddened by the horrific event that took place in Las Vegas on Sunday night, and our thoughts go out to those affected by this tragedy. At this time, we can confirm that all Continuum team members present in Las Vegas for our Navigate user conference are safe and unharmed, and we are not aware of any of our partners being present at the concert or harmed in any way.

Our priority is the safety and wellbeing of our team and our partner community, and we are working closely today to ensure that they have the help and support they need. We understand that some of our attending partners may wish to change their plans, and want to assure them that they should not feel obligated to attend in light of Sunday’s events. If they do wish to change or cancel their plans at Navigate, they can contact Mary Crogan at”

While we are saddened by these tragedies, we are also in awe of the true side of humankind and those who ran into harm’s way to help save others. It is this brighter side that we know will endure and continue to lift the human spirit.

And endure we will—as we came to this great city to help our Partners do great work. We will not be daunted or dissuaded by these immoral acts against mankind and we will move forward as planned.

Grow Your Business Hub Opens for Business 

After making its debut in 2015, the Grow Your Business Hub made its return again this year, offering six unique stations:

  • SEO Audit and Consultation
  • Homepage Optimization
  • Buyer Persona Creation
  • Social Selling
  • Webinars and Video
  • Marketing ROI

The Grow Your Business Hub is a one-stop shop for hands-on marketing support and consultations at Navigate. At the Hub, we’re focused on taking sales and marketing programs to the next level by providing actionable insights and feedback, personalized consultations and much more. Attendees can interact directly with members of Continuum’s marketing experts at different stations designed to support key marketing growth initiatives for your business—all available to maximize the value of your Navigate experience.

Note to Navigate Attendees: The GYB Hub is currently 50 percent booked! If you’d like to reserve an appointment for the upcoming days, simply click here or make your way to the Hub, located across from the registration desk.

How Hackers Attack and How to Fight Back 

One of the key highlights of day one included keynote speaker and world famous hacker, Kevin Mitnick. Formerly one of the FBI's Most Wanted because he hacked into 40 major corporations just for the challenge, Kevin is now a trusted security consultant to the Fortune 500 and governments worldwide. Kevin and The Global Ghost Team™ now maintain a 100 percent successful track record of being able to penetrate the security of any system they are paid to hack into, using a combination of technical exploits and social engineering.

Kevin delivered an engaging and demonstration-rich keynote, illustrating the thought process of a hacker and how they perform successful exploits. Here’s what some of our attendees had to say about this long-awaited keynote:


We hope you’ve enjoyed this recap of day one of Navigate 2017! Tune in tomorrow as we bring you even more highlights from day two and beyond.

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Lily is passionate about storytelling, marketing, and helping businesses solve their biggest challenges. In her role as Public Relations and Media Specialist at Continuum, she is responsible for enhancing the company’s voice and presence through online and offline channels. With a background in communications and content creation, Lily is a seasoned and established writer in the IT industry. In her spare time, Lily enjoys traveling the world and cheering on her favorite Boston sports teams.

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