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Selecting a managed services provider (MSP) is an important decision for any organization, as your MSP is not only responsible for supporting critical aspects of your business’ IT systems and infrastructure but can help build the right digital foundations that drive success of your business. The right MSP will look for ways to optimize, automate, and integrate your solutions to drive agility and growth. Here are some steps to help you select the right partner:
Once you’ve narrowed down your list, here are some key elements that you should carefully negotiate upon choosing an MSP:
Service level agreements (SLAs): The SLA will provide the baseline for outlining the services that the MSP will provide as well as the performance standards the MSP is expected to meet. Reviewing SLAs can help ensure that the MSP will meet your expectations and requirements set forth in the contract.
Response times: The speed at which the MSP responds to service requests or issues is an important benchmark to consider. Inadequate response times can have a major impact on your organization’s productivity and efficiency.
Uptime: The percentage of time that an MSP guarantees systems are available and functioning is another important benchmark. A high uptime percentage indicates that the MSP’s systems are reliable and available when needed.
Customer satisfaction: Gathering feedback from other organizations’ employees about their experiences with the MSP can provide valuable insights into the MSP’s performance. Surveys and other methods of gathering customer satisfaction data can be used to benchmark the MSP’s performance along business-critical metrics.
Selecting a managed services provider requires careful consideration and due diligence. By following these steps, you can ensure that your MSP that is well-suited to meet your needs and provide strategic guidance for driving you transformation journey towards a more agile business.
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