While Managed Services are now an everyday part of protecting your network and supplementing the work of your IT staff, we still occasionally encounter a bit of nervousness from clients who aren’t sure what to expect with the on-boarding process. How do you make sure nothing is overlooked? To alleviate any concerns, we felt it would be useful to review our partnership with you in the on-boarding process.
The first thing we do together after the contract is signed is have a kickoff call. We will ask when you are looking to “go live” with the service and explain the phases of what comes next. You will receive a welcome packet and included with that is the documents for us to gather the information we need to add you as a client into our system. If you are like many of us, a stack of documents to fill out may feel overwhelming and the first impulse is to put it in the procrastination pile. Have no fear; a member of our Operations team will help you complete the documents. It is something they do all the time, so it will make completing them quicker and simpler.
It is worth noting that our on-boarding process is more detailed than that of many other MSPs. It may take 30 days for on-boarding from the time the welcome pack is generated until completion. This is the most critical phase of the on-boarding process and it is important that we gather as much information about your environment as possible prior to starting the service. During the process of signing the contract, we have obtained from you approximate counts of devices to be included in the contract. For the on-boarding process, the documentation identifies the machines (hardware covered by the contract) by machine name and IP address. It doesn’t stop there though- for our escalation policy, we gather information about who your ISP is, any software we should be aware of, and all procedures you want adhered to. The escalation policy details who in your organization should be contacted- these may be different contacts on weekends or at night than during the day. A procedure you want followed might include details about what information someone has to provide us if they want to be added to a security group.
We realize that every customer is unique and because of that we have designed our services to be flexible. There may be certain incoming service requests , for example, that you would want immediately escalated to someone on your staff. We can seamlessly accommodate such requests.
Throughout the on-boarding process, there is a scheduled weekly status call with a member of the Broadleaf Tech Team and the Network Operations Center to make sure everything is done in preparation for the “go live” date.
Once the information gathering is complete, the Broadleaf Tech team goes into the RMM platform and creates an account for your organization. The Network Operations Center starts populating the data base for your account with all of the information we gathered.
We load the RMM tool which is a virtual machine. That is the data collection tool that provides the RMM capabilities. A Broadleaf Technician can do this remotely or onsite. It starts discovering everything on your network; we will start to see all of the devices on the platform (servers, desktops, laptops, network devices, printers, storage, etc.). If we see machines that aren’t ones we identified during the on-boarding process, then we check with you to see whether you want it included or not. We make sure there is an absolute match between what you expect and what we have.
While all of this is happening, user information that is provided in on-boarding is sent to the Help Desk so that can be loaded into the database. We have a call with the Help Desk Coordinator at the NOC to make sure they have all the information. The NOC also double checks to find out if there are any software applications we need to be aware of. In certain cases, we might need to come back to you for more details about the application.
When the on-boarding process is complete, we schedule a “Go Live call” with you to confirm that everything is ready. We agree on the date that we will go live! If help desk is part of service, an email will be sent from the NOC to end users on the “go live day” letting them know that they should register so that we can work with them. Of course, before we send that email, we notify our contact at your organization and tell them that they will be getting an email to welcome them to help desk- this helps prevent users from thinking it is something not legitimate. Once we go live, we provide an onsite training session for users about how to use Help Desk.