Transitioning to a new managed service provider may seem like a daunting process, but it doesn’t have to be.
Lawyers are sometimes involved but often the transfer process is cut and dry; it’s your business and you own the network/software, so your current MSP is obligated to provide you with all the necessary networking information
If, however, your current MSP is a bit “overbearing” you may want to consider communication with any potential new IT companies through a personal email address
Most IT companies have full access to your work’s email system, so it’s best to drop the breakup bomb when you already have a new IT company in place and are ready for any potential fallout
Step 1) Find your new IT company first
You are going to want a partner who has done an MSP transition so that they can help you through the process
The key to understanding the ideal MSP is picking based on the size of the MSP
MSPs come in all different sizes so pick one that matches needs of your business.
Large MSPs have a large team with a wide assortment of skills and expertise, however consistent communication, response times and knowing/trusting the cyclical merry-go-round of technicians can sometimes cause misalignment
Small companies will often send the same technicians but may make sure the oncoming MSP knows your environment inside and that they have the staff available that will be familiar with your systems and procedures
If your environment is large, it’s often good to have a large MSP. If you are small or mid-sized then it may make sense to get an IT company that suits you
Read Your Contract
When you get ready to transfer to an MSP, the first thing you need to do is to read your current contract.
You may have to take certain steps when you’re ending your relationship with your MSP. Knowing what steps you have to take ahead of time can make your transition process smoother.
You may need to give your current MSP a certain amount of notice that you plan to terminate service with them. Look into the procedures to do this; do you need to send written notice, or will a phone call suffice? Also, look into how ending your payment structure will work, particularly when you will submit your last payment.
Do you lease your equipment, is the licensing under your name? Do you have admin passwords for everything?
Once you’ve gotten familiar with your termination procedure, it will be time to start taking a look at your IT needs. This should begin with taking a look at your computer equipment, including the equipment that belongs to your current managed service provider. Removing this equipment may be part of your off-boarding process with your old MSP.
Understand Your Existing Environment
Your new IT company is going to want to know what they are stepping into
In addition to taking a look at your hardware, you will also want to provide an incoming IT company with an understanding f your environment. Before you can start working with a new MSP, they need to know about your system needs. This can include everything from the size of your system to the specific areas where you need support.
Work with your new MSP to create a report detailing what sort of software, if any, you have to handle antivirus, anti-malware, and anti-spam needs. Discuss what sort of firewalls you use and what sort of data backup plan you have. It’s also a good idea to provide them with some network specifications so they know what size of system you’re working with.
If you have absolutely no idea about your network, most MSPs will come in and do an audit and can provide you with missing details.
Pick a new MSP before giving Your Current MSP Notice
Once you’ve finished your system audit with your new MSP, you’ll be ready to give your current MSP notice that you’ll be terminating your service. You may need to provide them with a thirty- or ninety-day notice so they can wrap up their service with you and schedule off-boarding. You may also need to submit this notice through some sort of official channel.
While you may want to handle this notice yourself, your new managed service provider can also handle this notice. This can accomplish a few things; for one, it removes that responsibility for that call from your plate. It can also facilitate some of the practical conversations that your two MSPs will need to have during the transition process.
The new MSP will know what to ask for and can ensure that no the current IT company doesn’t forget to supply the necessary information
Schedule Off-Boarding with both new and old IT teams
Once you’ve notified your old MSP that you’ll be ending service with them, you’ll need to schedule off-boarding. This will be when your old MSP withdraws from your IT network, removing log-ins and shutting down accounts. They’ll turn over the needed information to your new provider and officially close out your account with their company.
Before shutting down your account, your old MSP may need to schedule a time to come pick up any hardware they own. There may be an uninstallation fee associated with this, so be sure to clarify that in your contract ahead of time. Of course, you may be expected to pay for any damaged equipment that belongs to your old MSP.
Typical Off-Boarding Timelines vary so prepare a schedule
Off-boarding times can vary, and you may need to plan for some downtime during this transition.
If you own the majority of hardware and software than this transition may have little impact on your business. The two companies might just coordinate some equipment/software removal or the handover of passwords and logins.
In general, your old MSP will likely set up their off-boarding time for a Friday evening after business hours. This ensures that the downtime your company does experience will impact your day-to-day operations as little as possible. Removing the old hardware may need to happen at a different time, possibly earlier in the week before the official off-boarding.
Ready the Transition Process
Once your old managed service provider has been made aware of the impending change, make sure your new MSP is ready to take over the reins of the transition.
In general, they’ll want to start their onboarding process before your old provider has begun off-boarding. This keeps your downtime to a minimum and ensures a smooth transition.
Most MSPs will start their onboarding the same night that your old MSP signs off for the last time. They’ll install any new software that you’ll need, and they may even bring in and install the new hardware you’ll need. They’ll also check to make sure your old MSP removed everything from your network that was under their control.
Your new managed service provider will likely start by performing a full data backup of your entire system. This helps them to ensure that no data gets lost during the transition process and establishes the new routine for these backups.
They may also take a closer look at your cybersecurity system and try to fix any weaknesses or loopholes they encounter. They’ll update any software that needs it and set up patches and fixes as needed. If all goes according to plan, your new MSP should be done setting up your system before you open for business on Monday.
They will change passwords, remove old IDs and do a thorough network analysis to ensure the old company is fully divested
Transitioning and Educating Your Employees
Even once the onboarding process is finished, your MSP’s work is far from over. In addition to getting your system up to date, your new managed service provider will also need to help your employees transition to the new environment.
This step will likely involve an in-person visit to your office so they can meet with and train your employees.
Your MSP may meet with your employees and go over relevant information about the new system. They’ll get any logins updated as needed and provide training in any new programs or protocols your employees may be using. This meeting also gives your employees a chance to meet the people who they’ll call when trouble arises.
Working with Your New MSP to make sure old problems don’t return
You can now take a breath as you’ll be ready to settle into a working relationship with your new managed service provider.
A good MSP should be available to help you navigate any questions or challenges that come up during the course of your business. Not only should they help you through a crisis, but they should be an active partner in helping you to prevent downtime from happening in the first place.
There will likely be a longer transition period when your company works out the kinks of your new MSP relationship. Your team will learn how to work with your new MSP, and your new MSP will learn your business routines. As time goes on, this relationship should improve and your service should become a natural part of your business rhythm.
Make sure to let your new MSP know what caused the failure with the old MSP to ensure the same issues don’t arise
Talk to LME Services and see if they are the ideal Managed Service Provider for you
LME Services has been in business since 1994 and focuses on communication so that you always know who you are working with and expertise, as we aim to only employ technicians who have been in the support field for 8+ years.
Schedule a consultation with us today and let us show you how great IT support in Chicagoland can be.
