Tech issues can disrupt your business and lead to unnecessary delays. That’s why it’s important to understand exactly what your IT Managed Services Agreement (MSA) includes. Clear expectations help avoid confusion and ensure your business gets the support it needs.
At Complete Technology, we prioritize clear communication and reliable service. We make sure our clients know what’s covered in their agreement and what services may fall outside of it. This clarity helps us build trust and deliver consistent, high-quality IT support.
What is Included in Our IT Managed Services Agreement
When you partner with us under an IT Managed Services Agreement, we commit to providing all-encompassing support tailored to your organization’s needs. Our services encompass:
Desktop Support
Our team offers prompt assistance for any issues related to your employees’ workstations, ensuring minimal downtime and maintaining productivity.
Network Support
We manage and monitor your network infrastructure to ensure seamless connectivity and optimal performance across your organization.
Data Backup and Recovery
Protecting your data is paramount. We implement robust backup solutions and establish recovery protocols to safeguard your critical information.
Security
Our proactive security measures defend your systems against cyber threats, ensuring your operations remain secure and compliant with industry standards.
Consulting
We provide strategic IT consulting to align your technology initiatives with your business goals, helping you make informed decisions about your IT investments.
Additional Services Beyond the Agreement
Beyond the standard inclusions, we offer additional services to support your evolving needs:
Project Work
For significant initiatives like network overhauls or system upgrades, we handle these projects on an ad-hoc basis, ensuring they’re executed efficiently and effectively.
Procurement
We assist in sourcing and procuring hardware and software, leveraging our expertise to recommend solutions that best fit your requirements.
It’s important to note that while these services are available, they may not be included within the standard IT Managed Services Agreement and could incur additional costs.
What is Not Included in Our IT Managed Services Agreement
To maintain our focus and deliver exceptional service to our clients, we have specific exclusions:
Project Work for Non-Clients
We do not undertake project work for organizations that do not have an existing IT Managed Services Agreement with us. This policy ensures we dedicate our resources to our committed clients, providing them with the attention and support they deserve.
The Importance of Trust and Transparency
At the heart of a successful client-MSP partnership is trust, built through consistent transparency.
Complete Business Review Process
We conduct quarterly meetings with our clients, known as the Complete Business Review process. During these sessions, we discuss:
- Ticket Analysis: Reviewing the number and nature of support tickets to identify recurring issues.
- Service Response Times: Evaluating our responsiveness to ensure we’re meeting agreed-upon SLAs.
- User Experience: Identifying team members who may be facing challenges and addressing their concerns.
This process fosters open communication, allowing us to pinpoint areas for improvement and implement strategies to enhance efficiency.
Building a Strong Partnership
Our commitment to transparency extends beyond reviews. We believe in:
- Open Communication: Encouraging clients to share feedback and concerns freely.
- Proactive Engagement: Anticipating client needs and addressing them before they become issues.
- Continuous Improvement: Regularly updating our practices to align with industry best standards and client expectations.
By adhering to these principles, we aim to build lasting partnerships grounded in mutual trust and respect.
In Summary
Understanding the scope of an IT Managed Services Agreement is vital for a successful partnership. At Complete Technology, we prioritize transparency, ensuring you know exactly what services are included and what may require additional arrangements. Our dedication to trust and open communication sets us apart, and we’re committed to supporting your organization’s IT needs comprehensively.
For more information or to discuss how we can tailor our services to your specific requirements, please contact us.
