3 Ways for MSPs to Assess Customer Disasters

Assessing disasters after they occur can be the first step to successful recoveries for any managed services provider (MSPs) offering data backup and disaster recovery (BDR) services to small and medium-sized businesses (SMBs).

Last week MSPmentor reviewed what an MSP should include in its own disaster recovery checklist to keep things in order during any customer disaster that may rear its ugly head.

“When disaster strikes one of our customers we have several steps that we follow to ensure an orderly and effective return to full services,” CCNS Consulting owner Karl Bickmore told MSPmentor in an interview.

For MSPs to properly assess a disaster, they need to assess the impact, confirm any communication channels and establish recovery time, Bickmore said.

First: Assess the impact

Bickmore said MSPs should do more than just identify who has been affected from a disaster. MSPs need to have a full-blown discussion with the customer, he added.

“The impact can change based on the most current levels of business they are doing,” he said. “We are looking to add any immediate needs to our list to restore to service or to provide an alternative.”

He added: “Our goal in the assessment process is to learn from the customer what things are currently in motion that we need to be aware of beyond the services that we are already aware of and have planned for.

Second: Confirm the communication channels

“One of the most important things about a disaster is keeping the flow of information functioning well and correctly,” Bickmore said. “So often in a disaster the people that are planned to own the communication for some reason are not.”

He said communication roles need to be established on the MSP’s side of the house, as well as the customer’s side of the house. Who owns the communication with the customer? Who on the customer’s side will be asking questions and providing updates?

“The biggest problem with a disaster is the anxiety of the unknown,” Bickmore said. “You can really keep things moving best when information and expectations are flowing correctly and efficiently.

Third: Establish recovery timelines

Recovery is not just about how long it will take to get a customer fully recovered. It’s also about establishing all the timelines in between the beginning and the end, he said.

“This timeline established is shared with the client and they help in the prioritization of it,” Bickmore said. “This way, we are able to establish a timeline that includes the quick recovery elements, the ongoing recovery elements, and also what services are like during the process.”

Follow the tips above to properly assess any disaster sprung onto you and your customers throughout the course of your relationship.

Follow CJ Arlotta on Twitter @cjarlotta and Google+ for further updates on the story above.