We have outsourced and managed internally our network support and project requirements for many years with limited success and frustration. When MSP Blueshift approached us and explained why they were different, I admit we were sceptical. The simplicity...
Frequently Asked Questions |
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1. What Services are included in my Service Level Agreement? All the services required to manage your entire business Information Technology environment including, new hardware / software installations, Patching, pro active monthly maintenance, user assistance and all your Third Party IT providers such as Phone system providers, ISP, business application (accounting packages etc. If its requested by you or required in order to keep your systems operational its included
2. What’s not included in my Service Level Agreement? The cost of hardware or software purchases or the service charges from your third party providers. Everything else is covered
3. If we purchase a new server or any piece of equipment is the installation and configuration covered? Yes, all new, reinstallations of current or updates to any piece of IT equipment are covered under your Service level agreement.
4. Will you really not ever charge us more than the agreed monthly fee? Yes, the agreed fee covers all services , we do not have out of scope charges as we do not have out of scope services.
5. Do you offer time and materials services? No, we have one service and it includes everything and anything you require. This is just one of the many ways we ensure we can deliver our services to you at the price points we offer. If we have many different offerings and pricing structures it would add to the cost of management for us and in turn increase the price for everyone. We do one thing and includes everything
6. How long do I have to sign up for? Month by Month if you like, however once you’re comfortable with our services, you will receive loyalty rebates and further discounts for committing to a longer term agreement.
7. What’s the 6 monthly report? This is a report that will be provided to you every six months. The report will explain in understandable terms, what your IT networks consists of (including a network diagram) and how the main components function. It will deatail all of your computers including warranty expiration and purchase dates (where possible) highlighting any computers that will need replacing over the coming year. And finally recommendations to improve the technology to benifit your business, reduce costs and reduce risks.
8. What do you mean when you say technology manages technology? In today’s IT environment, the requirement for human intervention to manage pre-emptive day to day maintenance and initial fault rectification is greatly reducing through the use of management and monitoring tools. The market leader in this industry is Kaseya, Kaseya not only performs all the pre-emptive general maintenance to servers and desktops, but also applies remediation based on an inbuilt knowledge library and scripting technology.
This means problems are identified and rectified automatically without the necessity for human intervention, Kaseya then reports on the event and what it has done to rectify the issue. In the event it cannot rectify the issue, Kaseya will alert your IT Manager to the problem and your engineering team can commence rectification, without having to first locate the issue.
9. Who will be our IT personnel? We have build MSP Blueshift to truly be your IT department, providing you with an assigned IT Manager, Administrators and service desk Personnel all proactively servicing all your requirements.
10. What reporting do you provide? Each month your IT Manager will provide you with a report detailing...
Additionally Your IT Manager will work with you to:
11. What’s the customer satisfaction survey? Much like any employee performance review, twice a year (November and July) we conduct a survey of all your personnel and management in order to get an understanding of your IT Manager, administrators and service desk personnel’s performance. We then present the results to you and your management team and look for ways to improve your IT department’s performance.
12. How do you calculate my costs? That’s the easy part, we simply count up all of the workstations / Laptops and Servers that make up your network and enter that information into our costing matrix. This provides your single monthly fee, you never pay another cent regardless of what I.T. services your require or request.
13. What happens if we increase or decrease the number of workstations / laptops or servers? We increase or decrease the costs. Each month we automatically recalculate what’s being supported through our management software and adjust the pricing accordingly, so you are never paying to support something that doesn’t exist.
14. Can we purchase equipment from you? Yes, your IT Manager will facilitate any quotation that’s either required or requested.
We are direct partners with all the major vendors including HP, IBM, and Microsoft, to identify a few. |