3 Replies

  • Have you been with the company for 6 years while the MSP was servicing your company? Do you see the same issues that the employees do?

    Look over the contract for gotchas there usually is. 

    Just ask the question....When was the last time youve had to have xyz company assist? How was the interaction? 

    Call them and ask for an account review. 

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  • I definitely agree with the account review. In additional to that is the MSP running their tickets through your system? If so should be really easy to target their group and take a look at the metrics. Ticketing systems like Zendesk have this built in. 

    In regards to the cancelation I agree with the above, have the company attorney look it over. Then put yourself in the shoes of the MSP and go if this came in without the MSP would I have all of the knowledge and documentation that I need to be successful. 

    The SLA in general should be stated in the contract they provided you.

    How is their work currently being tracked?

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  • I have been on the other side - the firm the insiders want to change. From that perspective:

    1. Are the issues YOU see real or perceived? Is there really a problem based on the contract. Sure you want instant gratification, but if the SLA says 1 week and I deliver in 4 days, are the complaints justified?? 

    2. Have you ever told me there is a problem. Running a large team - I may never know there IS a problem unless you tell me.  So make sure the lines of communication are open. Talking is good.

    3. Contract review - this is ALWAYS a good idea. From both sides. It may be that we do not value your account sufficiently to give you our A-Team.  Maybe WE want to remove YOU? :-)  At the same time, the review is also good given that things will have changed in the 6 years we have been working for you. Priorities change and we need to know. Often we can tell you what's needed as well. 

    4. Assume good intent. It may well be that some of the negative interaction was nothing more than a bit of incompetence on our part (or yours). We all make mistakes. 

    Let us know how you get on. 

    Spice (1) flagReport
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