Enterprises hoping to maximize return on their AV tech investments are increasingly turning to managed service partners (MSP) who will offer continued support and specialty services after the purchase of their products. The devil is in the details, however, and those considering signing with a prospective MSP should make sure they ask these vital questions before they pull the trigger.

What Exactly Does the SLA Cover?

Knowing everything that your service level agreements (SLA) cover (and don’t cover) is the first step in figuring out whether or not your prospective MSP is the choice for your organization. An SLA will detail everything from security features and guaranteed response times to accountability assignation in the event of a situation. Nebulous SLAs can cause confusion, on the other hand, and systems may remain down for much longer than they need to as both entities try to figure out who is responsible for doing what. Other provisions, such as equipment loans in the face of repairs or replacement, can also be hammered out in the SLA. Perhaps the most important thing to remember and to consider is whether or not your MSP is willing to customize its agreements and services to suit your specific needs—the best ones will.

Will Remote Monitoring and Testing Be Provided?

A good MSP will provide both remote testing of each component of your AV system as well as monitoring of the system’s overall status. Closed-loop tests will periodically power up and exercise critical systems, actively reporting on and weeding out problems such as deterioration of image or microphone quality. If one of these systems or its components is acting wonky, you’ll want to be notified in real-time so that you can initiate repairs […]