Things that make an MSP go Hmmm…

August 24, 2007 – 2:31 pm

42-17773383So Vlad, Dave Sobel and I sitting at lunch yesterday doing what we do best - making fun of each other, our customers and if you are reading this, probably you.  We came up with a few new SLA rules, ideas and points to ponder that I thought were worth sharing.  Enjoy and TGIF!

  1. An auto-response email from support@… does fulfill our guaranteed response time. 
  2. A lack of planning on your part does NOT constitute an emergency on our part. (So you heard it before but do you actually practice this rule?  No, neither do we.)
  3. If I outsource my NOC to India but I refuse to shop at Wal-Mart because they buy from China does that make me a hypocrite?  Dave?
  4. I want to provide the best support my customers will never need. 
  5. How come my customers can remember their favorite technician’s cell phone number but they can’t remember to email those request to support@…?
  6. Do one man IT shops set a customer expectation that 3 man IT shops can’t fulfill for twice the price?

Your comments?

  1. 2 Responses to “Things that make an MSP go Hmmm…”

  2. 1. = You just stumbled onto the key to Geek Squad/Best Buy’s master plan. Expect to be assassinated slowly, soon. Nice knowing ya.
    2. = This is JJB’s official corporate motto. Unless it involves a trolling motor. Everybody knows that no man should ever have to wait for his trolling motor.
    3. = If you think only 1 of them should join the nuclear club…you might be a hypocrite.
    4. = That’s sounds like a perfect time for someone to set up a government subsidy program, to encourage more people to get paid for sitting on their ass doing nothing of any value. Like all the clucking hens on “The View.”
    5. = When you let your techs pick vanity cell numbers, like 555-BIG-TOOL or 555-LUV-PIMP, what do you expect?
    6. = I think that totally depends on how much of their business plan references eBay. And MySpace. And Robert Scoble. Damn you Robert Scoble. Damn you to HELL!

    By Chris Rue on Aug 24, 2007

  3. I think the answer to #6 is yes … but for how long?

    By David Schrag on Aug 27, 2007

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