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MSP support checklist

1. Client Onboarding

Review client requirements and expectations.

Conduct initial assessment of client’s IT infrastructure.

Set up communication channels (email, ticketing system, etc.).

Define service level agreements (SLAs).

Gather necessary documentation and access credentials.

2. Network Monitoring

Implement network monitoring tools.

Define key performance indicators (KPIs) for system health.

Schedule regular system performance reviews.

Set up alerts for critical incidents.

3. Incident Management

Establish a ticketing system for incident reporting.

Define escalation procedures for different incident levels.

Train staff on incident classification and resolution.

Regularly review and update incident response protocols.

4. Maintenance and Updates

Schedule regular hardware and software maintenance.

Implement a patch management process.

Ensure regular backups are performed and tested.

Review and update antivirus and security software.

5. Client Communication

Schedule regular check-in meetings with clients.

Provide monthly or quarterly reports on IT performance.

Communicate changes in services or policies promptly.

Gather client feedback for continuous improvement.

6. Security Management

Conduct regular security assessments and audits.

Implement multi-factor authentication for critical systems.

Educate clients on phishing and cybersecurity best practices.

Ensure compliance with relevant regulations and standards.

7. Documentation

Maintain up-to-date documentation of IT assets.

Document all incidents and resolutions.

Create and update knowledge base articles for common issues.

Ensure all processes and protocols are well-documented.

8. Staff Training and Development

Provide ongoing training for IT staff on new technologies.

Encourage certifications relevant to the services offered.

Hold regular team meetings to discuss challenges and solutions.

Foster a culture of knowledge sharing and collaboration.

9. Review and Improve

Conduct regular reviews of service delivery effectiveness.

Analyze incident data to identify trends and areas for improvement.

Gather client feedback to refine services.

Update processes and checklists based on lessons learned.

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