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HUB TechMinutes

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What are Managed Services?

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If you search and find 12 Internet sites to answer this question, you will receive 12 similar; yet not, answers. 

I found the most succinct answer on SearchITChannel and their Features Writer Yuval Shavit: 

“A Managed Services Contract is a Service Level Agreement (SLA) between a Managed Services Provider (MSP) and its Client that outlines both parties’ responsibilities, including which services the MSP will provide, minimum response time and liability protection for the MSP.” 

What type of services are offered in a Managed Services Agreement?   That will depend on the provider. 

I have simplified the Managed Services offerings to four basic options.  Some providers will offer more than one option, but not usually all are accommodated by one provider. 

Level One Option Includes but is not limited to: 

  • Monthly Monitoring of your systems.  This will be a fixed monthly fee 
  • When an event occurs, the provider will contact the business and ask if they would like them to remediate the event.  This is usually a Time on Task charge but could be an allowance from a purchased block of time
  •  MSP is considered a Vendor 

Type of Business Level One Option is suited for: 

  • Small business 
  •  Average service tickets for issues 2 per month, based on 10 computers
  • Business operates on a regular 9:00 am – 5:00pm Monday to Friday schedule  

Level Two Option Includes but is not limited to: 

  • Monthly Monitoring of your systems. This will be a fixed monthly fee 
  • Disaster Recovery; Software Maintenance; Software License renewals 
  • These services may be Time on Task or included in the fixed monthly fee
  •  When an event occurs, the provider will contact the business and ask if they would like them to remediate the event.  This is usually a Time on Task charge but could be an allowance from a purchased block of time
  •  MSP is considered a Vendor 

Type of Business Level Two Option is suited for: 

  • Small to Medium sized business.  (SMB)
  •  Average service tickets for issues 10 per month, based on 30 computers
  •  Business operates on a regular 9:00 am – 5:00pm Monday to Friday schedule 

Level Three Option Includes but is not limited to: 

For a Fixed Monthly Fee 

  • Monthly Monitoring of your systems 
  •  Disaster Recovery; Software Maintenance; Software License renewals
  •  Remote Support
  •  Via Phone or remote access software.
  •  Complex systems covered in remote support 
  • Networks and Infrastructure 
  •  Security Management 
  •  Communication Services  
  •  Data Analytics
  •  Consulting and Recommendations 
  •  Strategic Planning
  •  Systems Performance Reviews
  •  Liaison with 3rd party providers
  •  Remediation process of an event is negotiated at On-Boarding Meeting with Client
  •  Service response time and rates
  •  Contact Levels
  •  Contact prior to remediation
  •  Remediation first – reporting
  •  Reporting via phone, text, email
  •  Onsite remediation of an event is charged out as Time on Task
  •  MSP is considered a Strategic Partner 

Type of Business Level Three Option is suited for: 

  • Small to Medium sized business.  (SMB) 
  • Business operates on a regular 9:00 am – 5:00pm Monday to Friday schedule
  •  May require remote support on weekends or extended hours during the work week 

 Level Four Option Includes but is not limited to: 

For a Fixed Monthly Fee – Fully Managed  

  • Monthly Monitoring of your systems 
  • Unlimited day-to-day Technical Support 
  • Pro-active Systems Management and optimization 
  • Disaster Recovery; Software Maintenance; Software License renewals 
  • Remote Support Via Phone or remote access software. 
  • Complex systems covered in remote support 
  • Networks and Infrastructure 
  •  Security Management 
  •  Communication Services  
  •  Data Analytics
  •  Consulting and Recommendations 
  •  Strategic Planning
  •  Systems Performance Reviews
  •  Liaison with 3rd party providers
  •  Remediation process of an event is negotiated at On-Boarding Meeting with Client
  •  Service response time and rates
  •  Contact Levels
  •  Contact prior to remediation
  •  Remediation first – reporting
  • Reporting via phone, text, email
  •  Onsite remediation included
  •  MSP is considered a Business Partner with a shared goal of maintaining infrastructure optimization and operational efficiencies 

Type of Business Level Four Option is suited for: 

  • Medium to Large sized business
  •  Business requires 24X7X365 remote and onsite support 

Contact HUB Technology Solutions for more information on how Managed Services can help your business at 204-772-8822 or 1-833-874-0725

 

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