How important is a Managed Services Provider (MSP) company to you?

Applications & PlatformsEnd-User Services & Collaboration

An MSP company is one key part of our IT strategy45%

An MSP company is the most important part to our IT strategy45%

An MSP company is not required to run a successful IT strategy9%

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Director in Manufacturing3 years ago

A key aspect to MSP is the SLAs (service level agreements). I highly recommend using service bonus vs penalties

We always had trouble enforcing penalties. And penalties lead the vendor to potentially hiding failure. We had one provider that was found to close tickets without completion to avoid penalties. Our users really hated that the most, opening multiple tickets to close an issue. When we switched to rewards it also solved the multiple ticket issues. BTW this reward not penalties method works on spouses, kids and pets

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