Setting Clear MSP Client Expectations for Response Times

When clients expect immediate answers, it can stress your team. At our MSP, we tackled this head on. Here’s a detailed breakdown of our approach.

Define Response Time Rules in Your Contract

• Separate Ticket Types: We split helpdesk tickets from alerts. Helpdesk issues may seem less urgent, but will generally get you fired faster.
• Business vs. After-Hours: We set different expectations for business hours and after hours. This way, clients know what to expect at any time.
• What’s Promised: We only promised a response time—not a full resolution time. This stops us from overpromising.

Lesson Learned: Early on, a client expected a complete fix immediately. Clearly stating what we covered in the SLA helped manage that expectation.

Assign a Dedicated Tier 1 Rep

• Quick Response Role: We chose a Tier 1 rep whose main job is to reply within 12 minutes.
• Set Clear Boundaries: The rep confirms receipt but doesn’t solve the issue right away.
• Training: We made sure the rep understood that a fast reply is key, even if a resolution isn’t immediate.

Anectode: One time, a rep tried to solve a ticket on the spot. The delay affected other tickets. We learned that sticking to the quick response goal keeps everything moving.

Limit Tier 1 Involvement in Resolution

• Focus on Response: The Tier 1 rep should acknowledge the ticket and let the client know help is on the way.
• Defined Work Limits: We set clear limits on how long a rep should work on a ticket before handing it off to a specialist.
• Clear Escalation Paths: If a ticket needs more work, it moves to the next tier.

Lesson Learned: We found that when a rep spent too long on a single ticket, it slowed down our overall service. Keeping tasks clear helps maintain speed and balance.

Communicate the Process to Clients

• Use the Contract: Point clients to the SLA in the contract. This makes it easier to explain response times and what’s covered.
• Automated Responses: An auto-response confirms that a ticket was received. It reassures the client while our team works on it.
• Consistent Messaging: Explain the process in plain language. Clients appreciate knowing the next steps.

Anectode: During a review, one client was surprised at how structured our approach was. Explaining the auto-response and response limits cleared up any confusion.

Review and Adjust Regularly

• Monitor Performance: Keep an eye on how quickly tickets are acknowledged and when hand-offs happen.
• Feedback Loop: Talk with your team and clients to see what’s working or needs a tweak.
• Adapt to Your Team: Your exact process might change based on staffing levels or client needs. The key is that it’s defined and communicated.

Lesson Learned: Our process wasn’t set in stone. Regular reviews helped us adjust and keep the system efficient as our team grew.

This step-by-step process helps keep everyone on the same page. Defining and communicating expectations protects your team and makes clients feel taken care of.