It is a good idea to outsource your IT processes to a managed service provider (MSP). But to get the most out of MSP, it is essential that both parties are on the same page regarding requirements and supplies.
With a systematic management agreement that outlines the services provided by MSPs, customers can create realistic expectations by covering MSPs against obligations.
There are some things that you should not miss when arranging a managed services contract. Let us know about them in detail.
Your Managed Services Agreements
The first and important thing to include in your contract is what kind of services you are going to offer to the client. Whether it is just administration, cloud, support services or a package of them all; Everything should be clearly outlined. It is also important to specify which services are excluded to avoid future complications.
The agreement should clearly state the period during which you will respond to any issues raised by your customer. Be sure to specify your business hours and if you are providing services in addition to those business hours. If yes, will additional charges apply?
Your service agreement should be clearly in your account for everything that will be responsible during your cooperation with customers. It should state what responsibilities you will take in the event of system, hardware or network failure or malfunction.
All such scenarios should be explained in detail so that customers do not create any misconceptions about your services.
Your client may have unrealistic expectations about the services you receive. To avoid this, it is very important that you describe realistic services that you will be able to provide to them. For example, how fast will you fix a system failure or disaster? How often will the backup be done? This will give them genuine assurance of your services.
To avoid making unreasonable customer demands, it is important for you to specify your system requirements. This means that the agreement should specify certain criteria by which customers will be able to benefit from your services. If you do not meet these set standards, you are not responsible for offering your services.
Do not promise more than you can give. When confirming your alliance with any of your customers, be sure of your delivery and capabilities. It is best to avoid giving a false guarantee to the potential customer.
Your agreement should clearly document system performance expectations. This is especially helpful if you are working with services related to hardware, workstations and third-party systems.
It is possible for your clients to bother you with small things and consider them important. To avoid this scenario, you have to state your preferences in a confusing way. This gives your client a clear idea of what concerns can be addressed immediately and which of them can wait for some time for resolution.
So the next time you are preparing this agreement, make sure to remove these points from your list for a smooth alliance.
Are you really getting more and more IT support services on a daily basis?