You’ve decided to find an MSP to help your business with its technology needs. You want someone who can provide a full range of services for your company’s information systems. You also want to make sure that they are trustworthy and reliable. We like to make this process as painless as possible. We have put together this guide about the beginning stages of getting onboarded with a new Managed Service Provider.
Table of Contents
What Is Onboarding?
Onboarding is getting a new customer up to speed with your service. This includes everything from installing new equipment to training them on how to use software and hardware. This also includes helping new hires with their equipment and ensuring they know how to use everything correctly.
The first time you meet with an MSP, it may seem like a lot of work. But once you get past the initial meeting, you’ll see that it isn’t too bad. And even though it’ll seem like a lot is going on when you start working with an MSP, you shouldn’t feel overwhelmed or pressured during the onboarding process.
The Two Types Of Onboarding
There are two main types of onboarding programs: full and partial. More extensive and specialized companies usually offer the Full onboarding process. They typically include everything from installation to training sessions. Partial onboarding programs are usually offered by smaller companies that don’t have the resources to provide a full-blown onboarding program. These programs tend to focus mainly on installation and configuration.
When choosing between a full and partial onboarding program, consider size, budget, and the number of employees. If you are looking for a large company that offers a complete onboarding program, you probably won’t need to worry about finding one. However, if you plan on starting small and growing over time, you will likely need to go with a partial onboarding program.
If you are unsure which type of onboarding program you need, talk to your current MSP. They will tell you exactly what they offer and what kind of onboarding program they require. Once you decide which type of onboarding you need, you can begin searching for an MSP to work with.
How Do I Know Whether My New Vendor Will Be Able To Deliver On Their Promises?
This question comes up quite frequently. Everyone has heard horror stories about vendors that promise the moon but deliver nothing. Unfortunately, this is something that you cannot avoid. When dealing with any outside party, especially ones that aren’t familiar with your industry, you always run the risk of having problems.
However, there are ways to mitigate this risk. First, make sure that you ask lots of questions before signing anything. Don’t just sign off on whatever terms they give you without asking questions. Make sure that you read every contract very carefully. Also, you need to understand the contract terms because nobody likes surprises. Finally, ensure that someone else reviews the contract so you don’t miss anything important.
How Does Onboarding Work?
The first step in onboarding with a new MSP is setting up an initial call between the two parties. During this conversation, you’ll want to ask questions like: What products do you offer to benefit my team? Do we need to sign a contract, or is it month to month? How many hours of support will I receive per month? What are the extra charges to onboard new hires later if we have new hires? Once you’ve asked these questions, you can start to feel if they’ll be a good fit for you and your team. Note that this can all be done before meeting in person.
What Should I Expect From An Onboarding Meeting?
You’ve made it past the initial phone call and decided to meet in person; now what? An onboarding meeting is where you and your vendor sit down and discuss how everything will work. You should expect to spend anywhere from 30 minutes to a few hours during this meeting. During this time, you’ll learn more about your vendor’s services, what they do, and how they plan to help you.
You should also expect to receive a proposal or outline of their services during this meeting. This document will contain pricing, features, and other details you will need to know. Once the meeting is over, the MSP should email you breaking down everything discussed in the conference. This email will give you all the details you need to know to move forward.
In addition, it is recommended that you meet with them at least once before implementation. This way, you can ensure you’re all on the same page and that there’ll be no hiccups or surprises along the way.
What Are Some Best Practices For An Onboarding Meeting?
Make sure the MSP has a clear understanding of your goals and needs. Here are some common questions that you should ask in your onboarding meeting:
- What is their onboarding strategy?
- Can I cancel my contract at any time?
- Do I need to pay anything upfront?
- Are they HIPAA compliant?
- How will I be billed, and are there any hidden fees?
- What happens if I don’t renew my contract?
- What happens if I decide to switch providers?
- Who do I call if I have any questions?
- How often will I receive updates?
- What happens if we have remote employees?
- What kind of security measures are in place?
- What type of data backup plan exists?
- What kind of disaster recovery plan exists?
- What kind of reporting tools do you use?
- What type of customer service does the company offer?
- What’s the best way to contact them?
- Is there a remote onboarding process?
- What’s the best form of communication?
- What’s the best solution for our current needs?
- How long will it take to implement?
- How many times will I need to meet with my provider?
- What kind of training will my team receive?
- What kind of support will my team receive?
- What type of documentation will I receive?
- What type of support do they offer?
- What kind of warranty/guarantee do they offer?
- What is their cancellation policy?
- What is their refund policy?
- What is their pricing structure?
- What is their SLA?
- What is their MTTR (Mean Time To Repair)?
- What is their uptime guarantee?
- What are their technical support hours?
- What is their response time?
- What is their average turnaround time?
- What is their response rate?
- What is your hardware maintenance agreement?
- What is your software maintenance agreement?
- What is your software licensing agreement?
- What is your network monitoring agreement?
- What is your network management agreement?
- What is your network performance agreement?
- What is your firewall protection agreement?
- What is your legal liability insurance coverage?
- What is their anti-virus protection agreement?
- What’s the best method of payment?
Be honest about what you’re expecting and what services you’re looking for. Don’t agree to add things you’re uncomfortable with or are out of your budget. Instead, focus on what the MSP can provide without breaking the budget.
Ask for detailed documentation. This should include everything from their terms of service to customer support guidelines. Also, make sure that you receive copies of any contracts you sign.
Set realistic expectations. MSPs aren’t superheroes, but they play them in real life. The MSP you choose most likely has many clients, causing them to be busier than usual, so sometimes demands may not be fulfilled immediately, but they will be done promptly. Unless, of course, it’s a life-threatening emergency!
Keep yourself informed. Ensure you have access to the latest news and updates about the MSP. Check reviews online, ensure your team is subscribed to the MSPs blog/newsletter, read industry blogs, and talk to people who use their services. These resources will keep you updated on what’s going on with your MSP.
Don’t rush into things. It’s better to take your time and review every service aspect before signing the contract. That way, you can avoid any misunderstandings down the road.
What Happens After I Sign The Contract?
After you sign the Monthly Managed Services contract with your MSP, you’ll receive a welcome email explaining all the benefits of being a client. You’ll also receive links to important documents and instructions for accessing the MSP’s services.
The MSP should also create a user profile for you and your team members containing all the necessary information about your company. For example, it’ll include contact information, pricing information, and even images of your office space. It’s also likely that the MSP will set up an online portal to access your account information.
Finally, the MSP should begin providing you with technical support. They’ll handle any issues that arise while using their service, and they’ll keep track of any problems that occur. In most cases, this support will be provided via email, remote login, and onsite visits. However, you may occasionally receive calls or live chat sessions.
How Long Does The Onboarding Process Take?
The length of the onboarding process varies depending on the vendor and the size of your business. Some vendors take only a few days, while others take weeks or months. However, most vendors will say they can complete the entire process within a week.
The length of the onboarding period depends on several factors, including:
- What level of service does the vendor provide
- How much formal training does the vendor provide
- If the vendor uses third-party software, how easy is it to integrate it into existing systems
- How complex the system is
- How much customization is the vendor offering
- How much experience the vendor has with similar projects
What Does An Effective Onboarding Process Look Like?
There isn’t one perfect onboarding process for every situation. However, there are some things that you can look out for when trying to create an effective onboarding process. These include:
- A clear description of what the project entails
- A detailed explanation of what each step involves
- A timeline for completion
- A list of deliverables
- A list of resources needed
- Any additional requirements
- A breakdown of costs
- A list of any issues or concerns that might arise
- A list of any special considerations
- A list of potential risks
- A list of possible solutions
You should pay close attention to how well the vendor follows through on their promises during the onboarding process. If you notice that something isn’t being done correctly, you should let them know immediately.
This is especially true if something goes wrong during the setup process. In these cases, you should document the issue to use it as evidence later if you ever need to file a complaint.
What To Expect After The Onboarding Is Completed
Once you’ve completed the onboarding process, you should know what to expect from your new vendor. This includes everything from the quality of the equipment used to install the solution to the amount of training you’ll need to get up to speed.
After the installation has been completed, you should review the documentation provided by the vendor. Make sure that you understand every step of the process.
Then, you should test the system to ensure everything works properly. If there are any problems, you should address them immediately.
You should expect to see improvements in your business operations. For example, you might notice decreased downtime or increased customer satisfaction.
You should also expect a change in your relationship with the vendor. Once you’ve worked together for a while, you’ll probably feel like family. You’ll also better understand the vendor’s strengths and weaknesses. This knowledge will help you make more informed decisions in the future.
You should also expect to see changes in the way you do business. For example, you may no longer need to spend as much time managing your network infrastructure. As a result, you could free up time to focus on other aspects of your business.
Wrapping Up
Hopefully, this article has helped you understand the onboarding process and that you found the right MSP to partner with by asking the above questions. Remember, not all vendors are created equal. It’s essential to take your time to find the best fit for your needs. Once you do that, you’ll be able to have a memorable onboarding experience. The most critical goal of this process is to provide a seamless transition between you and your new provider.
If you have questions about your business’ technology, please send us a message or leave a comment below.
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