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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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Do You Know How Much Your BDR Solution Actually Costs?

Posted May 26, 2016by Courtney Margossian


Which of the following backup and disaster recovery (BDR) tasks are the most time-consuming for your technicians?  A. Disaster recovery testing
B. Troubleshooting for backup failure
C. Ensuring backups and cloud sync are on schedule
D. Proactively resolving issues
E. Setup time

If you answered B, you'd be among the 59 percent of participants who voted the same way in a poll conducted in our recent webinar, Why Your BDR Solution is Costing More Than You Think. 

Still, all of these necessary yet time-consuming backup assignments are secret margin killers. If you're managing it all inhouse, ask yourself "What am I really spending on my BDR solution?"

Last week Matt Waters, Director of North American Sales at Continuum, and Matt Hubbell, Regional Sales Manager at Continuum, hosted a webinar focused on the total cost of ownership (TCO) of traditional, self-managed BDR solutions. One core takeaway for all MSPs who offer business continuity and Disaster Recovery as a Service (DRaaS) is that BDR costs more than the amount you're invoiced for. 

Hidden BDR Costs That Are Killing Your Bottom Line

Think about it. BDR support requests are hard to predict. In a given month, you don't know how many backup failures or false alerts you'll have to troubleshoot. Add on top of that regularly offering health checks, testing and verifying backup systems as well as conducting disaster recovery (DR) tests or fire drills. It's a lot!

Managing backups requires considerable technical support, which means investing significant labor time into managing just one product. But what about remote monitoring and management (RMM)? Mobile device management (MDM)? Managed security services? If your'e offering any or all of these various managed IT services offerings, how do you make sure you're able to support existing clients and acquire new ones?

Not only is a self-managed BDR solution, or one your team is solely responsible for overseeing and configuring, not scalable for company growth and staff bandwidth, it's also a waste of valuable technician talent. Who's to say that your employees won't tire of performing Level 1 backup jobs and quit? Besides the threat of employee turnover, with a self-managed BDR solution, you have to pay technicians for the time spent supporting BDR requests, but you can't predict how many BDR tasks they'll be required to complete. And that means you won't be able to forecast what your BDR labor expense will be month-over-month. With the cost of labor being as high as it is, self-managed business continuity solutions are killing MSPs' bottom lines.  

 

Why a Fully-Managed BDR Solution is More Cost-Efficient

Unlike self-managed, a fully-managed BDR solution does not require you to allocate significant internal resources to maintain. Instead, you have a backend network operations center (NOC) acting as an extension of your team behind-the-scenes for a fixed monthly fee, helping you control the cost to support your BDR solution. By leveraging such a platform, you ensure backups run successfully, but more importantly, you get time back to work on higher revenue projects! And in the event of an IT disaster, your business won't come to a grinding halt. Rather than figure out how you're going to juggle resources, your backend NOC takes care of it and determines how to prevent the backup issue from occurring again. To get a better appreciation for the individual BDR assignments you can offload to a NOC when using a fully-managed BDR platform, download our webinar here!

 

How One MSP Cuts BDR Costs with Fully-Managed BDR

Our webinar hosts were also joined by Jamie Crawford, Brian Stelly and Eric Van Spyeybroeck of Rouse Consulting Group (RCG). RCG has been providing managed IT services for over 20 years and BDR services for nearly half this time. In choosing the right BDR platform, they first needed the product to be technically capable. A BDR service, no matter the price, is not effective if it doesn’t work. As a Continuum partner, RCG has enjoyed double-digit growth over the past nine years and has trusted our fully-managed BDR platform, Continuity247® to continue this successful trajectory.

In the event of a disaster, RCG knows they have the DR support of our team of 650+ highly-skilled NOC technicians 24 hours a day, seven days a week, for all 365 days in a year. When it comes to monitoring and maintenance, issue resolution, cloud sync merges, archiving, verification etc., the NOC provides you with true end-to-end management of your backups.

How does this impact margins? RCG saves time with the deployment and installment of Continuity247. While other BDR systems can take upwards of 10 hours, Continuity247 takes about 90 minutes to install. We also charge based on a flat fee rather than number of tickets, so if you have 90 tickets a month or 10, your BDR expense is the same.

To learn more about how you can cut costs with a fully-managed BDR solution, tune into our webinar, Why Your BDR Solution is Costing More Than You Think.

Download-webinar-why-your-bdr-solution-costs-more-than-you-think

Courtney Margossian is a Senior Marketing Event Manager at Continuum. Currently, she is the event manager of our annual User Conference, Navigate 2017. She also helps organize and execute the marketing and promotions for all of Continuum's national and international events. Courtney loves to travel and meet new people. Courtney enjoys collaborating with team members on different projects, and she is always open to learning something new.

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