December 27, 2016
Vendor Relations Made MSPeasy: How To Set Responsibilities
Once you have selected a vendor, it is important to understand and detail the expectations of the relationship. This will help clarify responsibilities on both sides.
According to Kyle Etter of Computer Integration Technologies, a Minneapolis-based Datto partner, typically the IT provider is expected to perform general troubleshooting while the vendor is there to solve deeper technical problems. “Great tech support is essential,” Etter said. “When something is really wrong you need to have high-level support.” This can evolve over time as an MSP gains more expertise with the products. “Over time, we typically take on more of the support role,” Etter said. “If we are calling the vendor’s support, it’s critical because we perform the troubleshooting we can before calling the vendor for support. We’re in front of the customer at that point, so we need help immediately.”
Steve Weeks, of Netcetera, a Vancouver-based Datto partner, agreed that good tech support is absolutely essential. And, like Etter, he stressed that as an MSP, you need to develop in-house expertise on the products you use. “We invest heavily in training on the technologies that we use,” Weeks said. “This is important for us from a service perspective, but it also gets the vendor’s attention.”
This is just a bit of what we have to offer in our eBook: Vendor Relations Made MSPeasy. If you're looking for more information on technology evaluation, contract negotiable, key features of a best-in-class partner program and more, download the eBook today!