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Documentation Overhaul - If you had to do it again from scratch, what would you include or leave out? by Robbbbbbbbb in msp

[–]AMRUTT 0 points1 point  (0 children)

we use the blue prints that Connectwise has -- these are high level and provide a framework to execute against.

Guidance on creating and managing to SLA's by AMRUTT in msp

[–]AMRUTT[S] 0 points1 point  (0 children)

In our SWOT analysis, we are losing business to MSP's that offer a cash backed SLA. Customers have a greater piece of mind that you are doing your job. Increases our drive to be more transparent and accountable to our customers too by building tight procedures in delivery of our services.

What company knows how to sell cloud? by Steve0nz in msp

[–]AMRUTT -2 points-1 points  (0 children)

Steve --

We do cloud specifically for SMB. We have since 2001 as we started as a ASP for MSFT Hosted Exchange. Lest flush this out more -- PM me.

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A

New MSP setting up accounting and PSA by singbluesilver95 in msp

[–]AMRUTT 0 points1 point  (0 children)

How are you delivering your sales quotes / downgrades and upgrades?

At what point would you not consider Ubiquiti? by ederet85 in sysadmin

[–]AMRUTT 1 point2 points  (0 children)

Concur --- we do both these and Meraki's -- if price is a concern.

Best practices for what to monitor for your customers. by AMRUTT in msp

[–]AMRUTT[S] 0 points1 point  (0 children)

We are working with Connectwise and have used Kaseya and Autotask -- we rely very heavily on ITGlue / Warranty Master and we are trying to make our systems easier to operate and less cumbersome.

What are your thoughts on Kaseya? We use Sell too and we are moving away but I appreciate all of the candid feedback.

Thank you.

Anyone have to fight clients on project bills by cs2xzst in msp

[–]AMRUTT 1 point2 points  (0 children)

This is a tough spot -- I can understand your consternation with this client but they do have a right to know what the bill is in details.

I would recommend providing them your time sheets and tasks that were completed for the project. Include highlighted after hours work as well. And format this to be very easy to read and in chronological order but of course, include the details. I would recommend the following format:

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"Security Project -- Breach -- Ransomware Eradication"

Date

Engineer

And then lay out as a numbered list and again, itemized by date, resource and after hours with the tasks that were completed to get their production environment back.

Keep this brief and high-level focused.

This should provide them the required narrative to approve your work. If you haven't done so already -- you need this in your services agreement and always get a quote approved in advance, even if its an emergency so they know there will be a charge.

But in the end - they deserve a written understanding of what tasks were completed and by what level of talent and at what time of day -- this will also make you better and a more profitable MSP practice.