On-site support is one area buyers of IT Managed Support are always very interested in. A great MSP will provide and be available for onsite support on an as needed basis. Since the old model was to run a tech onsite every time there was an issue for a user, clients became quite accustomed to having someone sitting next to them fixing their issue. While there may be comfort in that situation the fact is that it’s no longer necessary. The key here is that some things are still better done with an engineer on-site therefore MSP’s need to know what those instances are and find a way to deliver on-site services when necessary.
The MSP you work with should either be local or have a local presence available for on-site support. Be it installing new firewalls, training users or analyzing the network, there are some times when an on-site presence provides the best option. Look for MSP’s and Support providers that can clearly explain how they will provide on-site support and specific instances that you can expect to see them.
For example, our team goes onsite for most onboarding trainings, MSP Device installations (Firewalls, Backup, etc), Server and Network Installations. Other key areas to have covered are for Server or Internet connection down situations so your MSP team can be working directly with the ISP to restore services. Even if a hard drive fails on a server or a workstation just doesn’t power on anymore, someone does need to show up. Have clear expectations on this and you will be much happier with your MSP in the long run. Our general stance is if we have a connection to the device remotely we do not need on-site assistance. Once we do not have a connection to the device or a major system is not stable we make personnel available to be on-site.
The fastest way an MSP can provide support to a user is remotely, sitting at their NOC with access to all their tools and peers. More and more support can be handled remotely these days so it’s usually in all parties’ best interest to understand that reality. Since this is a new reality there’s a learning curve for new users to go through before they “get it” and fully adjust to the new experience. Until everyone is fully adjusted it’s very important to have great communication with your MSP. Part of your communication should address your expectations around on-site support and if you feel like more is necessary. Generally more communication between the MSP and client can make up for any perceived “on-site” needs.
Discuss any concerns with your MSP. Make sure you have a communication plan in place and they have the personnel to keep you covered when the need for on-site support arises.
