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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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Twas the Night Before Sysmas

Posted December 24, 2018by Brandon Garcin


Merry Christmas and happy holidays to all!

As you're getting ready to enjoy some quality time with friends, family and loved ones, let's revisit an MSPblog favorite. We put an IT spin on an old classic to try and bring a bit of holiday cheer to MSPs and IT professionals out there. We couldn't resist sharing it again—so sit back, relax, and enjoy this cheesy tech rendition of a Christmas classic!


Twas the night before Sysmas, when all through the NOC
Not a data byte was stirring, not a file nor block.
The servers were stacked in the back room with care,
In hopes that an MSP soon would be there.

Technicians were nestled all snug in their beds,
While visions of end users danced in their heads.
And the boss in ‘PJs, and I in my cap,
Had just settled down to develop a new app.

When out of my phone there arose such a clatter,
I sprang from my chair to see what was the matter.
Away to the office I flew like a flash,
And entered my password – 9 characters, one upper case, one lower, two symbols, and a backslash.

We’d been hit with CryptoWall! I was filled with woe,
And soon the hackers demanded their dough.
When, what to my wondering eyes did I see,
But a miniature keyboard and tiny PC.

With an outdated driver, and slow as can be,
I knew in a moment it was Windows XP.
More rapid than emails the viruses came,
And I frantically tried to back up the mainframe!

"Now Accounting! now, Marketing! now, Corporate and Sales!
On, IT! On, Engineering! Before the server fails!
To the top of the cloud! Overcome the sprawl!
Now back up! Back up! Back up all!"

And then, in a moment, I heard just outside
Our MSP checking whether servers had fried.
I went to the back room, was turning around,
And saw a Level 3 tech, ready to astound.

He spoke not a word, but went straight to work,
Fixed all the computers, then turned with a smirk.
And working his magic on top the keys,
Got rid of that CryptoWall virus with ease!

He sprang to his van, and gave us good guidance,
And away he flew to go help his next clients.
But I heard him exclaim, ‘ere he drove out of sight,
"Happy Sysmas to all, and to all a good-night!"

Brandon Garcin is Continuum's Director of Content Marketing, and is responsible for the creation and execution of a variety of resources designed to win new business and support existing customer accounts. He has authored more than a dozen eBooks which have generated thousands of downloads, and has consulted with hundreds of Continuum partners to help improve their marketing and lead generation efforts through website optimization and content development. Brandon is also the host of The Weekly Byte, a video and audio series produced by Continuum that provides quick, digestible tips and best practices that MSPs can use to help their business succeed.

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