I really like Karl’s recent “What’s covered by Managed Services” youtube vlog.
“Maintenance of operating system and software”
Today we have a client who’s open-source Spark instant messaging platform is having problems. Should this be covered? Should we be responsible for it? What is a reasonable expectation for my Service Desk for handling this? Our Service Desk knows nothing about Spark, it’s what the client already has. What priority should this have? What SLA? How much effort should we put into it? Should it be billable beyond the Managed Services contract? Is something as “simple” as adding user accounts for this system (or any system) covered?
Just because you're in business for yourself doesn't mean you have to go it alone
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