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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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MSPtv Episode 14: Everything You Need to Know About Business Continuity

Posted March 7, 2014by Scott Glidden

 

 

03-07-2014-Neumann.pngIn this episode of MSPtv we sit down with Jeff Neumann, Product Director for Continuum's Business Continuity and Disaster Recovery (BDR) solution. We're talking all things BDR this week, including some tips for avoiding an IT crisis, relevant news stories and an interesting BDR story about one of our partners. Find out more by watching our this with Jeff.  

Have any suggestions for an MSPtv episode? Want to give us your feedback? Email us at mspnow@continuum.net and let us know what you think!

 

 Industry News & Trends:

Before we start talking about Business Continuity, let’s discuss this article:
How SMBs Use Social Media

Some key stats from the survey:

  • 81% says it helps them gain new customers 
    • of those, 94% use it for marketing
  • 60% say it helps them to gain new customers
  • SMBs $1M - $50M revenue
  • Valuable content:
    • 79% industry specific news
    • 74% Testimonials / Reviews from customers & clients
    • 70% Testimonials / Reviews from industry experts.

Here are some tips for increasing MSPs' social media following.

 

Importance of BUSINESS CONTINUITY to SMBs.

5 Tips for Avoiding an IT Crisis

  1. Plan, plan, plan
    1. Plan in place with vendors and clients BEFORE something happens. Give customers piece of mind, differentiate yourself
  1. Test the plan
    1. Stay well versed in BC/DR plan – assure customer you’re ready
  1. Vendors support FAILOVER OBJECTIVES
    1. Due diligence with vendors – pick the right partner
  1. 24/7 availability CRITICAL
    1. Have a 24/7 communication plan with employees and vendors
    2. Consider outsourcing Help Desk for 24/7
  1. Establish & Communicate RTO & RPO Goals
    1. Key objectives that you MUST ESTABLISH with YOUR CUSTOMERS to manage expectations 

 

Partner Case Study: James Boyd
James Boyd Associates

  • Office was flooded in a matter of minutes (due to flash flood)
  • They were back up and running that night
  • No lost information, and more importantly, no lost clients
  • Maintained their integrity as a business

 

Channel News:

ITEX National Conference, March 11-13 2014, Las Vegas

We'll be attending the BTA Regional Conference in Chicago May 15th

 


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