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Managed IT Services, MSP

A Guide to MSA Costs

A Guide to MSA Costs

This is a very difficult question to answer as there are many plans and variables, but in this post, we will do our best to explain some pricing guidelines.

Managed Service Providers (MSPs) can be a great solution for businesses that need IT support and services but don’t have the resources or expertise to manage their IT infrastructure in-house. MSP costs are typically lower than hiring in-house staff, making it very tempting for companies. However, one of the most common questions businesses have is how much do MSPs actually cost. In this guide, we’ll break down the costs associated with MSPs and help you understand what to expect.

Sick of not being able to find an exact cost?

I get the frustration. Not being able to find a price anywhere on someone’s website unless a phone call is made. It’s annoying, but I promise there’s a good reason and I will do my best to explain. Bear with me.

The premise of being an IT Service Provider is to integrate and adapt to your business operations. That means being flexible to your individual needs, see where I’m going? We can’t put one single price on our website, because the truth is, the cost is completely dependent on your company’s specific needs.

As a small to medium-sized business owner, your priority is the longevity of the company, so the majority of the time, you’re willing to spend big money to ensure everything is running smoothly, but how do you know you’re not getting ripped off or how do you know where to start, especially when you’re throwing money to get things fixed, but then don’t get the outcome.

What we can help you understand are factors that can increase or decreasethe overall price. When the time comes to discuss pricing, you will have a better chance of making an informed decision.

5 main determining factors of price

Number of computers or users

This is going to be your starting point that service providers base their prices. How many users will you need? The more users you have, the more devices, whether that be computers, mobile devices, tablets etc., workstations and licences you will need to pay for.

Level of service required

Does your business require services such as Cyber Security, data backups and disaster recovery or cloud migration? The scope of services offered by MSPs can vary widely, and this can have a significant impact on costs. Some MSPs may offer only basic services, such as helpdesk support and device management, while others may offer more comprehensive services, such as cybersecurity and cloud management. The more services you require, the higher the costs are likely to be. Some MSPs may offer customised solutions that are tailored to the specific needs of your business. These solutions may be more expensive than standard packages, but they can provide significant value if your business has unique needs that aren’t met by standard packages. The level of support offered by MSPs can also impact costs. Some MSPs may offer only basic support, while others may provide 24/7 support and dedicated account managers. The more support you require, the higher the costs are likely to be. Finally, the quality of services offered by MSPs can impact costs. Some MSPs may offer lower-quality services at lower costs, while others may provide higher-quality services at higher costs. It’s important to choose an MSP that provides the level of quality that your business requires, even if it means paying a higher price.

Think about if you need any of these services:

  • Break/fix support
  • Phone/email support
  • On-site support
  • Remote monitoring
  • Data backup
  • Licence management
  • Telephone/internet
  • Networking, security and connectivity
  • Software licencing
  • Security training
  • Cyber Security

Complexity of your IT infrastructure

MSPs will often assess your technology’s complexity before determining the price, so businesses with more complex infrastructure tend to pay more. This includes the age and health of your IT systems.

Licences, services and upgrades

Does your business longevity plan include establishing Cyber Security processes or are you trying to improve staff productivity and flexibility with Adobe or Microsoft 365? If it’s the latter, these require licences from the vendors which factor into the MSP costs. Depending on what you’re after, MSP prices vary on the needs and size of your company. A good IT service provider will recommend the best options for you as well as provide information on the processes going forward, including future technical upgrades.

Servers

How much data does your business process? If you need multiple servers monitored, the price for the support will increase due to the server needing to be managed, secured and backed up.

How much does a Managed Service Agreement cost?

Typically, MSPs charge a monthly fee that can range from a few hundred dollars to several thousand dollars per month. The pricing structure may be based on a flat rate for a certain number of devices or users, or it may be based on a tiered pricing structure that offers different levels of service for different costs.

In Australia, most MSPs cost between $95 and $300 per user, depending on whether you’re after basic, mid-range or high-end IT services. For comparison, ad-hoc work, that is, IT support coming out whenever you have an incident, usually costs between $90 to $225 per hour. When a large-scale incident or attack happens though, while some may be resolved relatively quickly, more complex attacks can take weeks or even months to fully resolve. So, while with a Managed Service Agreement, you’re on a monthly or yearly fixed plan which stays the same, if you use the top-tier ad-hoc service for two straight weeks of work, that can cost up to $18,000.

It’s important to note that while the cost of an MSP may seem high, it can provide significant cost savings in the long run by preventing downtime and improving productivity. Additionally, many businesses find that outsourcing their IT needs to an MSP allows them to focus on their core business operations without worrying about the complexities of managing their IT infrastructure.

Also, the cheapest MSP may not always be the best option for your business. You should look for a reputable MSP with a proven track record of delivering quality IT services. Some small and medium-sized enterprise owners only focus on the initial price of the service with the goal of finding the cheapest provider. This sacrifices the needs of the business and ignores adequate service response times and Cyber Security, which inevitably leads to regret when issues arise with their IT systems or, more often than not, leads to an unwillingness to change as they’re worried they will face the same issues with their new provider. Make sure to read reviews and check references before engaging any MSP to ensure they have a good reputation and can provide you with the level of service your business needs.

Most SMEs understand the importance of getting what they want the first time so they don’t have any regrets down the road as, let’s face it, you’re hiring an MSP to reduce the potential risks to your business.

Extra costs

  • Onboarding fees: These are the costs required to install software and hardware that sets up a client’s network which then gives it the ability to support remote monitoring and the MSPs IT team’s control.
  • Project fees for specific IT projects: Most MSP contracts don’t include IT project labour in their fixed fees. These are usually priced hourly for the duration of the project, however, some experienced MSPs do offer fixed-cost options for project work, which eliminates the worry of the cost of projects blowing out of proportion.

Pricing Plans

  • A La Carte

Some MSPs may offer a la carte pricing, where you pick and pay for services on a per-use basis. This model may be more cost-effective if your business doesn’t require a lot of IT services or if you already have an in-house IT team that sometimes needs extra support.

  • Flat-Rate

With flat-rate pricing, you pay a fixed fee for a set of services. This model can be beneficial for businesses because it provides predictable costs and allows you to budget more effectively. This can be applied on a monthly, quarterly or yearly basis. Your business gets access to different aspects of your package without worrying about additional costs and it provides your business with room for technological growth and flexibility.

  • Per User Per Month

This model is based on the number of users the MSP monitors and supports. If your business becomes more tech-based, most of your employees become considered users by the MSP and if they use multiple devices, especially with working from home, this can save your business considerably less. This model doesn’t apply to your business’ servers though.

  • Per Device Per Month

This means you pay your MSP depending on the number of devices that they monitor. This model varies in price due to the maintenance of your servers, desktops, firewalls and switches.

How Pronet Technology’s plans affect the cost

When you receive a quote from Pronet Technology, we thoroughly examine what your company has and what your company truly needs and examine the options to educate you on the option’s benefits. We want to identify the overall needs of your business to ensure your company’s growth and success.

See Pronet’s Service Plans page for more details here.

How does Pronet Technology’s pricing point compare to other MSPs

Pronet usually sits within 10 per cent of other service providers offering similar services. We are not a small MSP, nor are we a large-scale, enterprise-level MSP. Instead, we’re one that’s been established for over 20 years so have experience in managing a range of businesses. We offer the same features and services as enterprise-level MSPs but some years ago when we used to work with many larger businesses, we found we enjoyed working with small to medium-sized enterprises as this market is often left behind and neglected as MSPs grow. An important feature that sets us apart from other MSPs is our specialisation in Cyber Security, saving businesses money as they no longer have to pay for separate managed services and Cyber Security companies.

When it comes to calculating the cost of engaging an MSP, you must consider the potential savings an MSP can bring to your business. By outsourcing your IT needs to an MSP, you can free up time for your employees to focus on their core business functions. This can result in increased productivity, efficiency and profitability for your business. Additionally, MSPs can help you avoid costly downtime and data loss by providing proactive maintenance and support to your IT systems, ultimately saving your business from potential losses.

The costs associated with MSPs can vary widely depending on factors such as pricing models, the scope of services, the size of your business, the level of customisation, the level of support and the quality of services. It’s important to choose an MSP that provides the services and support that your business requires at a price that fits within your budget. By taking the time to research MSPs and understand the costs associated with different packages, you can choose an MSP that provides value and helps your business succeed.

Cybersecurity, IT Support, Technology

IT solutions for SMEs with limited budgets

IT solutions for SMEs with limited budgets

As a small or medium-sized enterprise (SME) with a limited budget, it can be challenging to invest in IT solutions that can improve your business operations. However, several cost-effective IT solutions can help SMEs streamline their processes and remain competitive.

To decide what is best for your business, you need to understand your business’ needs, the people who work there, your budget and how staff need to work to meet the company’s objectives. When it comes to your staff, think about what they really need and if you’re unsure, ask them. Do they all need the same level of licences for the Adobe Suite or other software? Can you work from anywhere or do you need a traditional office setup? Identify what your business constraints are; if that’s a technology solution, direct your limited budget there.

One of the best ways to save money as a business is to make sure your initial investments are quality ones. For example, make sure your Wi-Fi network is properly set up, don’t purchase outdated, subpar equipment, make sure to update and maintain all your devices, invest in a web or mobile presence, install, update and regularly use anti-malware programs and most importantly, work with an IT service to manage your IT systems for you.

Managed service providers are cheaper than hiring an in-house IT team and they ensure your systems are working properly. An MSP is a way to reduce costs in your IT systems as it consolidates your technical support with one IT service. MSPs can provide businesses with access to experienced IT professionals who can help manage their IT systems, monitor for security threats and provide ongoing support and maintenance. A good MSP can help you determine what IT your unique business needs without pushing services on you that won’t benefit your business.

Low-budget IT Tools

Software can quickly become expensive, especially if you rely on multiple, complex systems to run your business and smaller businesses often turn away from investing in good software which can be detrimental to your business.

One of the most popular and cost-effective IT solutions for SMEs is cloud computing. Cloud-based solutions, such as storage and software-as-a-service (SaaS), can be accessed through the internet and can help businesses save money on IT infrastructure and maintenance costs. If you have one, ask your managed services provider to transfer your systems and data to the cloud.

Another IT solution that SMEs can consider is open-source software. Open-source software is software that is freely available to use and modify and can help businesses save money on licensing fees. Popular open-source software includes the operating system Linux, as well as productivity software such as LibreOffice. SMEs can also consider using open-source CRM (customer relationship management) software to manage their customer interactions and sales processes. Open-source CRM solutions, such as SuiteCRM or SugarCRM, can be customised to meet the specific needs of a business and can help SMEs improve customer engagement without breaking the bank.

Keep in mind, however, that open-source software does not come with support and is normally not as stable and reliable as commercial software. If you run into issues with open-source, you’ll need to rely on the goodwill of the community to assist you. As long as you understand this risk, then open-source is a low-cost solution. We generally would not recommend companies with more than five employees rely on open-source software as the risk of business interruption can be costly.

Virtualisation is another cost-effective IT solution that can help SMEs optimise their IT infrastructure. With virtualisation, businesses can run multiple virtual machines on a single physical server, which can help save money on hardware costs and reduce energy consumption.

Cyber Security

When times are tough for business, it might be tempting to cut costs in areas that might seem unnecessary, such as Cyber Security, but it is a decision that can see customers, clients and employees being exposed to cyberthreats.

There are a range of steps a business can take to create a defensive posture around Cyber Security that does not cost a fortune.

Your company should start with procedures and policies to create a Cyber Security culture within the business. This outlines how you will protect your employees, clients and customers. An incident response plan is essential to mitigate damage and protect your business operations, and even more so, training your staff about Cyber Security threats is one of the most cost-effective ways to reduce threats as most attacks occur due to human error. Regularly provide tips and refreshers, or ask your MSP to help with training.

There are certain budget-friendly security software you can use to help protect your business and its data. For example, to secure your digital assets and control them when they might be at risk, you can use a software called DriveStrike that can remotely locate, lock and wipe devices.

It’s also a good idea to invest in encryption. Many devices already have some sort of encryption options built into them, so take the time to configure these. Also, if you’re heavily reliant on email, there are security email services that encrypt your information while in transit. Make sure you encrypt your backups too and that these are stored in multiple locations.

While it might seem a hassle, using two-factor authentication adds an extra step of security when logging into accounts, such as emails, bank accounts, work machines or software. Many services and accounts already have this option built-in, so check if yours do and if not, make sure to use a program that does this as it increases the difficulty of cybercriminals accessing your data.

A way to protect your business freely is by making sure your software and applications are up to date. If a vendor notices a security risk in its service, it will fix the issue and release a security update. Make sure you immediately install these to prevent criminals from taking advantage of these risks. This goes with older software too. If you’re not already, make sure you are using Microsoft 365 rather than an older version as these older versions are not updated anymore. This gives cybercriminals the time to build complex threats that they can then use to infiltrate your business as they have no time constraint as they’re no longer being updated.

If your workforce is hybrid or remote, ensure employees know how to secure their home routers as they are usually only using consumer-grade ones compared to a more secure one in the office.

Make sure you’re educating yourself on the technology your company needs so you can understand the value you are receiving from the technology, hardware or software you are using or buying.

There are several cost-effective IT solutions available for SMEs with limited budgets. From cloud computing and open-source software to virtualisation and outsourcing IT support to MSPs, SMEs can take advantage of these solutions to optimise their IT infrastructure and improve business operations. By considering these IT solutions, SMEs can remain competitive in today’s fast-paced and technology-driven business environment.

Do keep in mind though, that to maximise your business’ collaboration, processes, Network and Cyber Security, and long-term growth, businesses should be investing in their IT systems. As your business grows, so do your IT needs, so if you’re trying to cut back on costs, your business might not reach the potential it possibly can. Investing in your IT systems can actually save you time and money, help you stay competitive, inform better decisions and increase revenue.

Well-thought-out IT solutions for SMEs can make the difference between thriving or barely surviving.

Cybersecurity, Essential Eight, MSP

What to know about Cyber Insurance

What to know about Cyber Insurance

Back when cyber insurance first became available in the 1990s, there wasn’t much need for it, but in today’s business and digital landscape, cyber insurance has taken on greater urgency.

Why do I need Cyber Insurance?

Many small and medium-sized business owners have the idea that their business is not worth a cybercriminal’s time since they don’t have valuable data. Your business holds much more data than you think and what’s more, your business might be one link in a supply chain that if it gets hit, the rest of the chain’s data is at risk of being compromised.

Since many business owners think this way, it makes their businesses easy targets for cybercriminals to hit them with malware or ransomware that can potentially ruin their business, and it makes the statistic of 43 per cent of all cyberattacks being on SMEs not at all surprising.

The knowledge that any incident can compromise sensitive data or put an organisation at risk of lost business should be enough to make cyber insurance look appealing.

While strategies put in place are to prevent IT risks, there is always a chance that they will still happen and unfortunately, with so many variables outside your control, it’s no longer a matter of if, but when. This is why cyber insurance provides another way to reduce risk to your business.

So, if you have a large customer base, handle customer data or store information about your business, you should have Cyber Security Insurance.

What Does Cyber Insurance Cover?

Since there’s no guarantee you will never be breached, you need to insure against the costs that are involved with a data breach and theft, system hacking, ransomware demands and other attacks. Claims under a Cyber Security policy are often broad but typically include:

  • Liability: privacy lawsuits and regulatory defence.
  • Internal Financial Loss: extortion, notification expenses, data recovery, business interruption, theft.
  • Emergency Incident Response: costs incurred from responding to a Cyber Security attack.

Check the policy, but generally, cyber insurance covers your business for expenses related to the following:

  • Business interruptions like loss of profits and operational expenses
  • Recovering or replacing records or data
  • Liability and loss of third-party data
  • Hiring negotiators and paying a ransom
  • Defence of legal claims
  • Crisis management and monitoring
  • Media liability

It’s important to note that Cyber Security does not cover property damage that occurs due to a cyberattack, such as if hardware becomes fried during an incident. It also doesn’t cover intellectual property losses, businesses charged with committing a crime or self-inflicted cyber incidents, or costs associated with avoiding future attacks, like employee training, or working with a managed service provider.

Am I eligible for Cyber Insurance?

Being eligible for cyber insurance requires your business’ Cyber Security processes to meet certain standards and these must be maintained to continue to be covered.

Too many organisations have become complacent with their Cyber Security though as attacks become even more complicated, and while premiums are increasing, insurance companies are becoming more selective in what they will pay. As cybercriminals change their methods, it’s harder for organisations to put the best protections in place, which then impacts how insurance companies shape their policies.

As government regulations continue to be implemented to maintain a set of minimum standards for businesses, as cyber insurance does, this forces companies to strive to upgrade their defences from only virus protection and firewall. This only forces companies to reach their minimum standards though and does not provide the incentive to do better, which is where cyber insurance can produce better security.

When filling out a cyber insurance questionnaire, make sure you consult with your MSP so you know how to answer the questions the insurer is asking you. If you input the wrong information and take out a claim, you might find that you’re not covered for certain things that you haven’t told the insurer about. If your business then is hit by a cyberattack, the insurance company will not honour your cover.

Keep in mind that premiums for ransomware — paying a large sum, often in multiple stages, to a cybercriminal who has either stolen data or locked you out of your systems — policies have increased as the number of claims for ransom and extortion has increased. Cyber insurers often cover ransomware protection but since there is no standard policy surrounding this, cyber insurers are starting to rethink their coverage, so this varies significantly depending on the insurer. You might have to pay a separate, standalone cover for ransomware coverage that is outside of your standard Cyber Insurance.

The Australian Government advises to never pay a ransom as there is no guarantee you will gain access to your information, nor that the cybercriminals won’t sell or leak the data online. If you’re hit by a ransomware attack, call the Australian Cyber Security Centre 24/7 Hotline on 1300 CYBER1 (1300 292 371) for assistance, or contact your IT service provider so that they can guide you through the next steps forward.

The good thing about Cyber Insurance

The good thing about cyber insurance is that it forces your company to examine its risk levels in depth, such as in areas like security issues commonplace in your industry, the type of information your company stores and shares, your formal Cyber Security processes and tools, auditing procedures, backup and data loss protection, compliance regulations as well as your security history, such as whether you have had a breach in the past and how the business responded.

By doing this, businesses can develop an understanding of what Cyber Security truly encompasses and be better aware of everything within their network.

As with any insurance, no business wants to deal with cyber insurance claims. What having insurance does though, is allow organisations to survive serious cyber incidents while also changing the way businesses build and improve their Cyber Security programs.

IT Support, MSP

What is IT Outsourcing?

What is IT Outsourcing?

IT outsourcing involves hiring an external company to provide IT services and support. For small and medium-sized enterprises (SMEs), outsourcing IT services can be a cost-effective way to access specialised expertise, improve efficiency and free up time and resources for other areas of business.

There are a few different types of IT offshoring, as well as various models offshore companies use, so this article will give you an explanation of these and when they are beneficial.

Onshore outsourcing involves hiring an external company located within the same country as the SME. This can be advantageous because the outsourcing company is familiar with local laws and regulations, and communication is often easier due to shared language and culture. Onshore outsourcing can also provide opportunities for face-to-face meetings and collaboration, which can be beneficial for building relationships and ensuring quality service.

Offshore outsourcing involves hiring an external company located in a different country than the SME. This can be advantageous because offshore outsourcing can be more cost-effective, as wages and operating costs may be lower in other countries. However, offshore outsourcing can also present challenges related to language barriers, time zone differences and cultural differences, which can impact communication and collaboration.

The two can overlap when you have an onshore outsourced IT service provider who then outsources internationally their after-hours, 24/7 support.

Another outsourcing option is nearshore outsourcing, which is when you outsource your IT systems to a neighbouring country that shares the same time zone as the one your business is located in. This allows for easier communication, however, it’s not always cheap.

Both large companies and start-ups utilise the benefits of outsourcing their IT systems, especially since COVID-19 removed the idea that physical location is needed to develop a trusting relationship in the workplace. IT outsourcing removes the need to hire an in-house IT person, or even a team, making it a cheaper alternative that also brings in industry experience to your current team.

Why is outsourcing beneficial?

Other than outsourcing your entire IT systems, like you would with a Managed Service Provider (MSP), outsourcing can also be beneficial for specific projects. You could be an industry expert with a new idea and it’s imperative you enter the market and test the idea fast. You could be an early-stage start-up that needs to reduce costs by outsourcing a team of professionals for project development before hiring a full-time employee for the role. You could also already have a solution to your problems but just need technical improvements, such as backend problems, adding new language, integrations with apps, UX & UI design, patches or app or website creation.

Companies use various IT outsourcing models that will define how you work with them, each with its pros and cons, so make sure you know what you’re hiring before you sign a contract. Here are three common models:

Project-Based Model

This is when you hire a team to work on a project that you already have planned and a project manager from the outsourced team is accountable for the goals and quality of the project. This works for uncomplicated projects.

Pros:

  • Saves time for your in-house team
  • Provides clear timelines for the project
  • Fast hiring process and a fast result
  • No micromanagement needed
  • The project manager takes full responsibility

Cons:

  • The company has less control over the project
  • Lack of flexibility
  • The result may not meet industry standards as the project manager might not be experienced in your industry

Dedicated Team Model

This model involves you hiring an entire outsourced IT team to work solely on the project where the team acts as your technical and product advisor and can offer suggestions and ideas. This model is great for start-ups that have a lot of growth ahead of them and who may not have the knowledge to deal with complex and long-term IT projects. For example, if you outsource to create an app from a company that specialised in that, they will have a dedicated team for project management, design and engineering.

Pros:

  • More control over all stages of the project
  • Work with a wider team of industry-specific professionals
  • More flexibility
  • No micromanagement needed
  • The in-house team can work on other projects

Cons:

  • Long hiring process
  • Your business has more responsibility for the project

Outstaff Model

This model is available for times you don’t need an entire team, just individual specialists to fill gaps in your team’s experience. This works great for short-term projects.

Pros:

  • No need to hire an entire team
  • Fill expertise gaps in your projects
  • Flexibility to hire as many professionals as you need

Cons:

  • Can be a long search and recruitment process
  • More time spent onboarding
  • Not suitable for long-term projects as outstaff may turn over during that time

Ultimately, the decision to outsource IT services for SMEs will depend on a variety of factors, including budget, expertise and business needs. SMEs should carefully consider their options and choose an outsourcing provider that can meet their specific requirements and provide high-quality service.

Whatever work or software your business is looking to outsource, make sure they are implementing Cyber Security processes while they do so. Also, make sure you are communicating constantly with the outsourced team and ask as many questions as you need to ensure you know what you’re receiving and whether this benefits your business goals.

Cybersecurity, Essential Eight, IT Support, Managed IT Services, MSP

Questions to ask your current IT service provider

5 Questions to ask your current IT service provider

If you’re satisfied with the service you are receiving from your current MSP and see no room for improvement, here are five things you can ask them to make sure they are looking after your business.

As a business owner, it’s essential that you’re satisfied with your IT provider’s services and capabilities. Many businesses we’ve contacted are happy with their relationship and service from their IT service provider but when we ask them if there’s any room for improvement, there’s always something. Or, they simply don’t know if there’s anything they should be asking their provider as they’re not technically inclined or up-to-date with regulations and new technologies.

If that’s you, here are some questions to ask your current IT provider to just make sure everything is on the right track, and why they’re important:

What recommendations can you give me to improve my IT infrastructure?

An MSP should be helping support the growth of your business so they should be helping your business to achieve its goals by looking at security, technology, the customer’s perspective and workplace transformation effects. You might even be on track and already have a lot of the latest tech, or might simply not find value in anything new, so they may have barely anything to recommend. As long as they’re open and transparent with you about this, you know you’re with an MSP who has your best interests at heart.

How are you implementing the Essential Eight Cyber Security strategies into my business?

Data breaches can be devastating for businesses, not just for owners but also for customers and staff. Essential Eight is currently a framework recommended by ACSC (Australia Cyber Security Centre) for your business to get started with when implementing Cyber Security strategies to protect your businesses. As it’s likely to become mandated in the future, ask your MSP how they are implementing the strategies and how your business ranks in Cyber Security maturity. You may not need to fully implement all the strategies either as you might not deal with data that is deemed ‘high risk’, but you should not be at Maturity Level Zero, so make sure the MSP is helping you improve.

How often are you backing up my data?

Backing up your data is critical to ensure you can quickly recover in the event of data loss or system failure. Losing that data can be a devastating blow, potentially crippling your business and erasing years of hard work. That’s why it’s so important to have a solid data backup and recovery plan in place. Understanding your provider’s backup and disaster recovery solutions can help you evaluate their ability to restore your data and minimise downtime. Backup is important, but restoring is equally, if not more, important. Make sure your MSP conducts regular restoration tests so that nothing is corrupt and you’re rest assured that your business will be back up and running in the event of a disaster.

What happens if my infrastructure goes down?

It’s one thing to know your MSP is backup up your data regularly but another to know what happens if infrastructure goes down. This is a key concern for stakeholders in any business as this affects production and trade, and enables potential data breaches. The consequences can be disastrous. Therefore, your business needs to know exactly the processes the MSP has in place for an attack or outage, such as remotely accessing data to restore systems and bringing you back online. 

How are you staying up to date with the latest technology trends and best practices, and can you give me some examples?

Technology is constantly evolving, so you want to make sure you’re partnering with an MSP that is constantly educating itself and staying current with the latest trends and best practices. Ask them if they’ve implemented any new technology into your business or if there have been any new solutions that could improve your business’s overall IT strategy.

Communication is also key in any relationship, so don’t hesitate to ask any questions you may have, whenever you have them, no matter how dumb they may seem. Your IT provider is meant to work alongside you in your growth and since you’re their client who they’re making money off, they should be doing everything they can to ensure the longevity of your business.

Asking these questions can help you evaluate your current IT provider’s services, identify areas for improvement and ensure that you’re getting the most out of your IT investment.

IT Support, Managed IT Services, MSP

Don’t stick with your IT service provider until something triggers you to change

Don’t stick with your IT service provider until something triggers you to change

As a business owner or manager, it is easy to become complacent with your current IT service provider. You may have a long-standing relationship with them and feel that they understand your business and its technology needs. This familiarity can often lead to a false sense of security and you may not realise the potential risks and limitations of sticking with your current IT service provider until something triggers you to change.

Over our years of service, we have found that businesses often wish they changed their IT service providers earlier. Change is incredibly complex and can be a hassle when you have to get proposals from different IT companies, then deal with the information transfer between the two, especially when the old provider might be less than cooperative. Ask yourself, what’s the point of even using a managed service provider if you’re not receiving everything you should be?

This article will explore why it is important to review your IT service provider, ensuring they are meeting your requirements and giving you great service, and why you should not wait until the decision to change is forced upon you.

Technology is constantly evolving

The technology landscape is constantly evolving and new solutions and tools are coming out all the time, sometimes even faster than it takes for you to get comfortable with a new one. Your IT service provider should be keeping up with these changes and be able to recommend and run new technologies that can benefit your business.

If your current IT service provider is not staying up-to-date with the latest technology trends, you could be missing out on opportunities to improve your business operations and stay ahead of the competition. What’s more, they need to be constantly on the lookout for new security risks and be updating their processes or technology to keep your business safe.

Your business needs may change

Like technology, businesses also evolve and as your business grows, your technology needs may change. For example, you may need to upgrade your infrastructure to support more users or introduce new software solutions to improve your or your staff’s productivity. If your current IT service provider is unable to accommodate these changes, it may be time to consider switching to a provider that can better meet your evolving needs. This could be because your company is now too big for the provider or because they don’t have the right technology, knowledge or experience in the direction your company is going.

Service quality may decline over time

Over time, service quality can decline as your IT service provider becomes complacent or takes your business for granted. After an initial fantastic six to 12 months, you may notice longer response times, decreased quality of support or a lack of solutions and recommendations. If you begin to feel that your IT service provider is no longer providing the level of service and support you require, it may be time to consider changing your plan with them or even making a change in provider.

Cyber Security threats are increasing

Cyber Security threats are increasing in both frequency and complexity, and businesses of all sizes are at risk. It may surprise you to hear that small businesses are the target of 43 per cent of cyber-attacks. This is why your IT service provider should be taking proactive measures to protect your business from threats, such as implementing security procedures, providing employee training and regularly updating your systems and software. If you feel that your IT service provider is not taking Cyber Security seriously, it may be time to look for a provider that has a strong focus on this area, especially if your business deals with sensitive information.

Cost-effectiveness

Technology costs are an important factor for any business and it’s important to ensure that you are getting good value for your IT investments. Managed service providers are generally on par with each other when it comes to their managed services of looking after your IT systems. Where they differ, are their additional services and level of technical standards, like using CISCO vs. Sophos. You might find that you are not utilising fully everything that you are paying for and wonder why they were offered to you in the first place. Make sure you review your IT costs and ensure you are getting the best value for your budget. An MSP should tailor its services and your plan to what your business requires, as well as be honest and tell you upfront when a higher-level technology is not needed. This also simply comes down to service. Is your business receiving what you’re paying for?

It is important to periodically review your IT service provider and not wait for something to trigger you to change, like a major data breach, loss of backups or issues simply not getting fixed. By regularly assessing your technology needs, service quality, Cyber Security measures and cost-effectiveness, you can ensure that you are getting the best value for your IT investments and that your technology infrastructure is keeping pace with your business growth and evolution.

Remember, switching IT service providers can be a daunting task, but it can also be an opportunity to improve your technology solutions and position your business for long-term success. There are so many benefits of service providers – make sure you’re getting them.

Strategy, Technology

10 ways to Include QR Codes in your marketing plan

10 ways to Include QR Codes in your marketing plan

Did you know that the use of QR codes skyrocketed in 2020, reaching a market size of $916.7 million? This is expected to grow an additional 5.6 per cent by 2026, which will exceed $1 billion!

QR (Quick Response) codes are two-dimensional barcodes that can be scanned by a smartphone camera to access digital content such as a website, video or social media page.

When using QR codes in your marketing plan, it’s important to make sure the code is easily scannable and that the landing page or content it directs to is optimised for mobile devices.

Additionally, providing clear instructions on how to scan the code can increase the chances of customers using it.

How to incorporate QR codes into your business

  • Business cards

Adding a QR code to your business card is a quick and easy way for customers to access your website, a video or your social media account, or even for them to take an action, such as calling a business number, sending an email or filling out an online form. You can print different versions of the business card with different QR codes linking to whichever form you’re after at that moment in time.

  • Special Offers

When scanned, the QR code can direct customers to a landing page with a coupon or promotional code to redeem the offer.

  • Ask for reviews or to conduct customer surveys

Businesses can gather customer feedback through QR codes as when a customer scans it, they can be directed to a survey or feedback form, where they can provide their thoughts on the product or service.

  • Improve customer experience

QR codes can allow customers to move through experiences at their own pace and interact with your brand in various ways. They let you provide more positive and memorable touchpoints without necessarily requiring more staff or an increased marketing budget.

Many museums and attractions place QR codes throughout venues that link to audio and video files, text and maps, among other things. You can also use QR codes to engage customers in interactive games, such as a scavenger hunt.

  • Payments

Incorporate QR codes into your mobile POS system. Customers can scan the QR code to make a payment or use a discount. Restaurants often do this with their ordering systems, linking QR codes to their menu and ordering page, allowing customers to order directly from their tables.

  • Information

QR codes can be printed on product packaging to provide customers with more information about the product, such as ingredients, video demos, detailed product descriptions, reviews or customer testimonials. You can even try adding QR codes to your direct mail marketing campaigns to give consumers your business’ contact data or direct them to your website’s landing page.

  • Products, giveaways and apps

Share a QR code via social media or through a printed code to download your app on the App Store or Play Store. You can also place QR codes on giveaways like T-shirts and pens to spread the word about your business. 

  • Wi-Fi

Cafes, libraries and public spaces can have customers scan a QR code to access Wi-Fi instead of having them enter a password. 

  • Events, social accounts and website

Market your events, such as concerts, trade shows or conferences, via a QR code on your social media account. When scanned, the QR code can direct customers to a landing page with event details, ticket information and registration forms. When scanned, QR codes can direct customers to your company’s social media page, where they can follow or like the page to stay up to date on your company’s news and promotions.

  • Job listings

Use QR codes in job listings so applicants can read the job description, understand the qualifications needed and apply. 

Benefits

Ease of use: QR codes can be scanned using a smartphone camera or a QR code reader app, making it a simple and quick way for users to access information without the need for typing in URLs or searching for information.

Versatility: QR codes can be used in a variety of ways, from product packaging to event tickets, business cards and customer self-service, providing a convenient way to share information and connect with and serve customers.

Cost-effectiveness: It’s relatively cheap for businesses to print QR codes, making them an affordable way to incorporate digital marketing strategies into your operations. They’re an easy way to connect offline and online media to diversify your business’ presence.

Data tracking: QR codes can be used to track user engagement and collect valuable data on consumer behaviour, allowing businesses to adjust their marketing strategies accordingly.

Enhanced user experience: By providing quick access to relevant information, QR codes can improve the user experience, leading to higher customer satisfaction and engagement.

Security Risks

While QR codes are a convenient tool for accessing digital content quickly, they can also pose security risks if used improperly.

Here are some security risks associated with QR codes:

Malware: Scanning a QR code can redirect the user to a website or download a file that contains malware. Hackers can use QR codes to deliver malware to unsuspecting users.

Phishing: QR codes can be used to direct users to a phishing site designed to steal personal or financial information. Users may not be able to tell if the site is legitimate, as the QR code may be used to mask the true URL.

Social engineering: Hackers can use QR codes to manipulate users into disclosing sensitive information. For example, a QR code could direct a user to a fake login page that captures their login credentials.

Unauthorised access: QR codes can be used to grant unauthorised access to sensitive information or locations. For example, a QR code could be used to bypass a security checkpoint or grant access to a restricted area.

Privacy violations: QR codes can be used to track user behaviour and collect personal information without their consent. This can lead to privacy violations and identity theft.

To mitigate the risks associated with QR codes, it’s important to take the following steps:

  • Only scan QR codes from trusted sources.
  • Verify the URL before entering sensitive information.
  • Use a mobile security app to scan QR codes for malware and phishing attempts.
  • Limit the personal information shared via QR codes.
  • Avoid using QR codes to access sensitive information or grant access to restricted areas.

Small and medium-sized businesses should ensure they are telling staff to check that QR codes haven’t been covered by another as QR codes cannot be hacked, only the destination of the QR codes.

Essential Eight, MSP

How does The Privacy Act affect my business?

How does The Privacy Act affect my business?

If you run a business in Australia, you’ve probably heard about the Australian Privacy Act. It’s a law that sets out how businesses must handle personal information, but what does it mean for you and your business?

What is Personal Information?

Personal information is any information that can be used to identify an individual. This includes things like names, addresses, phone numbers, email addresses and even IP addresses. The Australian Privacy Act applies to all personal information that is collected, used or disclosed by businesses.

Key requirements of The Privacy Act

So, what are the requirements of the Australian Privacy Act? There are several key requirements that businesses must meet to comply with the law:

  1. Open and transparent management of personal information: Businesses must have a clear and transparent policy for how they manage personal information.
  2. Anonymity and pseudonymity: Wherever possible, businesses must allow individuals to remain anonymous or use a pseudonym.
  3. Collection of solicited personal information: Businesses must only collect personal information that is necessary for their business activities.
  4. Dealing with unsolicited personal information: Businesses must destroy or de-identify unsolicited personal information that they receive.
  5. Notification of the collection of personal information: Businesses must notify individuals about the collection of their personal information.
  6. Use or disclosure of personal information: Businesses must only use or disclose personal information for the purposes for which it was collected unless an exception applies.
  7. Direct marketing: Businesses must provide an opt-out option for direct marketing.
  8. Cross-border disclosure of personal information: Businesses must take reasonable steps to ensure that personal information is protected if it is disclosed to an overseas recipient.
  9. Data quality: Businesses must take reasonable steps to ensure that personal information is accurate, up-to-date, and complete.
  10. Data security: Businesses must take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
  11. Access and correction: Individuals have the right to access and correct their personal information.
  12. Complaints: Businesses must have a process for individuals to make complaints about how their personal information is being handled.

How does The Privacy Act directly affect your business?

The Australian Privacy Act applies to all businesses that collect, use or disclose personal information. This means that if your business collects personal information from customers, clients or employees, you must comply with the law.

If you don’t comply with the Australian Privacy Act, you could face fines and legal action. This could damage your reputation and hurt your business. So, it’s important to take the law seriously and make sure that your business is compliant.

To comply with the Australian Privacy Act, you’ll need to take steps to protect the personal information that your business collects, uses or discloses. This could include implementing data security measures, creating a privacy policy and providing training to employees about how to handle personal information.

The Privacy Act and Cyber Security

As technology continues to evolve and become more integrated into our daily lives, the need for Cyber Security measures has become increasingly important. In Australia, The Privacy Act is a legal framework that governs the collection, use and disclosure of personal information by businesses, however, in today’s digital age, Cyber Security breaches can pose a significant threat to The Privacy Act, and ultimately, to the privacy of Australian citizens.

Cyber Security refers to the measures taken to protect digital information and systems from unauthorised access, use or damage. Cyber Security breaches can come in many forms, including phishing attacks, malware infections and hacking attempts, and the consequences of a successful cyberattack can be severe, ranging from the loss of sensitive information to financial damages, and even reputational harm.

For businesses, Cyber Security is closely tied to The Privacy Act. Under the Act, businesses are required to protect the personal information they collect and hold, and must take reasonable steps to ensure that this information is kept secure. This means implementing appropriate Cyber Security measures to prevent unauthorised access or disclosure of personal information.

Despite the legal requirements set out in The Privacy Act, many businesses still fall short when it comes to Cyber Security. A lack of investment in Cyber Security measures, combined with a growing sophistication of cyberattacks, has left many businesses vulnerable to breaches. This not only puts personal information at risk but also undermines the trust of customers and stakeholders who rely on these businesses to safeguard their data. Customers need to feel confident that their personal information is being handled securely, and when businesses fail to protect this information, it can have devastating consequences.

Another issue is the cost of cybercrime to businesses. Recovering from a cyberattack can be incredibly expensive, both in terms of financial costs and lost productivity. Small businesses, in particular, may struggle to recover from a serious cyberattack, which can put them out of business altogether.

Cybercrime is having a significant impact on The Privacy Act for Australian businesses. While the government is taking steps to address these issues, including introducing the Notifiable Data Breaches scheme where an organisation must notify affected individuals and the government when a data breach is likely to result in serious harm to those whose personal information has been affected, as well as Essential Eight, it’s up to businesses themselves to take proactive steps to protect their customers’ personal information. This means investing in robust Cyber Security measures, implementing strong data protection policies and educating employees about the importance of Cyber Security. By taking these steps, businesses can help prevent cybercrime from undermining The Privacy Act and damaging their reputation.

In summary, the Australian Privacy Act is a law that sets out how businesses must handle personal information. If your business collects personal information from customers, clients or employees, you must comply with the law. This means taking steps to protect personal information and ensuring that your business is compliant with the law. By doing so, you can protect your business and your customers’ privacy.

Cybersecurity, IT Support, MSP, vulnerability scan

Can IT issues cause a drop in my employees’ and my company’s productivity?

Can IT issues cause a drop in my employees’ and my company’s productivity?

Information technology (IT) is an essential part of any modern business, and IT issues can cause significant problems that can affect employee and company productivity.

Employee productivity generally means either doing more work in less time or taking fewer hours to complete tasks. Increased employee engagement also improves morale which eventually reduces employee burnout.

Low productivity also results in poor performance by employees, affecting the quality of work and deliverables and, ultimately, your company’s profitability will decrease. It’s important to snub the low productivity issue at the core, which, oftentimes, comes from IT-related issues.

What are some IT-related issues in the workplace?

  • Software malfunctions
  • Freezing computers
  • Scanner or printer issues
  • Old computer systems
  • Annoying pop-ups
  • Internet connectivity issues
  • Viruses and malware
  • Learning to navigate new updates

How IT issues can cause a drop in productivity

  1. Downtime: IT issues can lead to downtime, which is the period when IT systems are not functioning correctly. Downtime can be caused by hardware failures, software crashes or network connectivity issues. Downtime can lead to a loss of productivity as employees are unable to perform their work, leading to delays in projects and missed deadlines. Network issues can also cause employees to miss online calendar alerts for meetings, events, calls and time-crucial emails, impacting sales, customer relationships and company reputation.
  2. Slow systems: Slow systems can be caused by a lack of memory, outdated software or hardware issues which can lead to a decrease in productivity as employees are unable to complete their work as quickly as they would like. Slow systems can also lead to frustration, leading to a decrease in employee morale.
  3. Data loss: IT issues can lead to data loss, which is the accidental or intentional loss of data. Data loss can be caused by hardware failures, software crashes or human error and can lead to a significant loss of productivity as employees are unable to access the necessary data to complete their work. Data loss can also lead to a loss of trust from customers and stakeholders, which can have long-lasting effects on the company’s reputation.
  4. Cyber Security breaches: Cyber Security breaches can be caused by a lack of security measures, outdated software or human error. Cyber Security breaches can lead to a loss of productivity as employees are unable to access the necessary systems or data, as well as a loss of trust from customers and stakeholders, leading to a significant impact on the company’s reputation.
  5. Support tickets: IT issues can lead to an increase in support tickets, which are requests for IT support from employees. An increase in support tickets can lead to a decrease in productivity as employees are unable to complete their work while waiting for IT support. An increase in support tickets can also lead to frustration, leading to a decrease in employee morale. Not only that, waiting for issues to be fixed can prevent employees from supporting your customers, resulting in company productivity.

How can managed IT services boost productivity?

Increased Uptime: Ensure your IT systems are up and running when you need them as MSPs use a proactive approach to fixing issues by constantly monitoring and fixing issues remotely.

Reduced need for IT support: Less need for in-house IT support as the MSP takes control and responsibility for the management of your systems to prevent issues from arising. When problems do occur, the majority of the time they are resolved quickly and efficiently.

Improved Employee Satisfaction: When employees don’t need to worry about whether or not their systems are working, they become more satisfied with their jobs and will be able to perform at their best.

More time for strategic tasks: By outsourcing your company’s IT systems, there is no need for employees to spend time on troubleshooting, that is, figuring out what is wrong and trying different solutions, or handling system updates. Employees can instead, focus on their jobs.

Better use of technology: MSPs can help your business get the most out of its technology as they’re able to teach you how to fully use your existing systems as well as keep your systems up-to-date with new updates that can help employees. As software continuously becomes more complex, underutilising features can mean missed opportunities for your business.

Reduced IT costs: Your business will no longer need to invest in expensive hardware and software updates and it will be easier to predict and manage your IT budget. This way, you can utilise your spending on other areas of business that will help your employees.

Increased competitiveness: Using an MSP ensures your business’ IT systems are on the same level as others. This software and hardware are usually included in your MSP’s cost. Something as simple as upgraded hard drives can make computers run faster and improve employee productivity.  

It might be helpful to ask your IT service provider for some tips on preventive measures for common IT problems which you can then share around your workplace to avoid unnecessary delays in the future as employees can fix issues themselves. This will also prevent many support tickets from being submitted. Most of us are more tech-savvy than we were a few years ago, so it’s a great idea to utilise your staff for smaller IT issues, even if it’s for something as minor as changing a printer ink cartridge.

Continuous training and performance support are crucial for staff, either about how to fix issues or about learning to navigate modern software applications. As reported in a 2019 study by Deloitte, comprehensive training leads to a 218 per cent higher revenue per employee, so don’t skimp on your investments in technological solutions that allow for staff training. Each time a staff member is hired, give them a lesson on the programs they will be using as well as a checklist of IT issues that your team has learned how to fix over the years. That way, they don’t have to then ask another employee and interrupt their momentum when a minor issue arises. Low productivity of one employee often has a domino effect on the entire team.

IT issues can cause significant problems that can affect employee and company productivity. These issues can lead to downtime, slow systems, data loss, Cyber Security breaches and an increase in support tickets. Companies should take steps to prevent IT issues by investing in modern IT infrastructure, regularly updating software and hardware, implementing Cyber Security measures and providing IT support to employees. By taking these steps, companies can ensure that their employees can work effectively, leading to increased productivity and success for the company.

Cybersecurity, Essential Eight

Why was Essential Eight introduced?

Why was Essential Eight introduced?

In the world of Cyber Security, Essential Eight is a term that is frequently heard. It’s a set of security strategies that businesses can implement to protect themselves against cyber threats. But have you ever wondered why Essential Eight was created in the first place?

Essential Eight was created by the Australian Cyber Security Centre, also known as the ACSC, in response to the increasing frequency and severity of cyberattacks on Australian businesses. The ACSC recognised that the majority of cyberattacks could have been prevented or mitigated if businesses had implemented basic security measures.

Essential Eight was originally developed to give Australian governmental agencies, departments, councils and other businesses in the public sector a framework to increase their security and operational practices. These strategies are now highly recommended for all private businesses as a foundation for their Cyber Security controls so that Australian businesses are protected against cybercrime as cybercriminals develop and improve their attacks.

At the moment, with the current rate of cyberattacks, businesses should aim at getting the security basics right. After analysing factors like the incident response of some of the early victims of cyberattacks, the ACSC released a revised 2023 version of its Essential Eight Strategies to Mitigate Cyber Security Incidents, originally released in 2017.

Essential Eight is a list of eight security strategies that ACSC believes will provide a strong foundation for Cyber Security. The strategies are based on ACSC’s experience and expertise in dealing with cyber threats and are designed to be effective against a range of cyberattacks, and they cover three key areas, prevention, limitation and recovery, and these are ranked by the business’ maturity level.

The strategies are not meant to be a one-size-fits-all solution, but rather a set of guidelines that businesses can use to tailor their security approach based on their specific needs and risk profile. By implementing Essential Eight, businesses can significantly reduce the risk of cyberattacks and protect their sensitive information and assets.

The Essential Eight strategies include:

  1. Application control: Allowing only approved applications to run on systems, preventing the execution of unauthorised software.
  2. Patching applications: Keeping all software up to date with the latest security patches to prevent exploitation of known vulnerabilities.
  3. Configuring Microsoft Office macro settings: Blocking macros from the internet and allowing only approved macros to run on specific systems.
  4. User application hardening: Configuring web browsers to block malicious content and implementing security features such as two-factor authentication.
  5. Restricting administrative privileges: Limiting the number of accounts with administrative privileges to minimise the risk of privilege misuse.
  6. Patching operating systems: Keeping operating systems up to date with the latest security patches to prevent exploitation of known vulnerabilities.
  7. Multi-factor authentication: Requiring additional forms of authentication, such as a security token or biometric authentication, to access sensitive information.
  8. Daily backups: Conducting daily backups of important data to ensure that in the event of a cyberattack, data can be restored to a previous state.

Implementing these strategies can seem daunting, but businesses need to protect themselves from cyber threats. Not only can a cyberattack cause significant financial damage, but it can also damage a business’s reputation and erode customer trust.

Do businesses need to report security breaches?

All Australian businesses with an annual revenue of $3 million are required to report data breaches both to impacted customers and to the Office of the Australian Information Commissioner (OAIC) within 72 hours. Since it’s difficult to gauge the impact of each breach, it’s best to report all breaches to be safe.

All health service providers, credit reporting bodies, credit providers that process credit eligibility information, Tax File Number recipients and all entities regulated under The Privacy Act 1988 must comply with this law, known as the Notifiable Data Breach Scheme (NDB).

This is required regardless of whether a business has implemented Essential Eight. The Essential Eight strategies simply provide a framework for businesses to prevent breaches and a way to protect themselves when one does occur.

Failure to report breaches The Privacy Act and can result in enforcement action. Businesses face a maximum fine of $1,800,000 for serious or repeated interference with an individual’s privacy.

Businesses need to ensure they have planned adequately for any potential data breaches, such as by reviewing their existing processes around data and Cyber Security and improving these by implementing Essential Eight. They also need to review their contracts with key suppliers to learn about how information is to be handled, as well as educate their staff on data breach laws and security practices, create data breach management strategies and consider Cyber Insurance to protect themselves against financial loss.

Essential Eight was created to provide a framework for businesses to protect themselves from cyber threats. By implementing these strategies, businesses can significantly reduce their risk of a successful cyberattack and safeguard their sensitive information and assets. Businesses need to understand the importance of Essential Eight and take steps to implement these strategies as part of their overall Cyber Security approach.

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