Tag Archives: managed services provider

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.

IT Support, Managed IT Services

Are MSP Contracts Flexible?

Are MSP Contracts Flexible?

Managed Service Provider contracts are a popular choice for businesses that want to outsource their IT needs. One question that often comes up when considering an MSP contract is whether they are flexible enough to meet the unique needs of your business.

The pandemic has driven the need for clients wanting flexibility and wanting to steer clear from long-term commitments. That doesn’t mean they don’t want long-term relationships with vendors, they do, they just want flexibility in the contracts.

As a business owner, you know that flexibility is key to success. Your business needs to be able to adapt to changing circumstances and your IT needs should be no different. MSP contracts are designed to be flexible, allowing you to customise your service plan to meet your specific needs.

MSPs no longer need multi-year service contracts in place, instead, what they are depending on is the length of their relationship with their clients. As a business, you’re looking to stick with your outsourced IT service provider for as long as possible as it can be a great hassle to search for and then switch providers. An MSP is relying on this so they should be giving you the level of service your company needs and helping your business grow. This is why they don’t need to lock you into long contracts as you should be willing to stay with them for as long as possible.

Long-term relationships are built on trust where you both share wins and work through losses. If your MSP is honest and willing to work with you on your challenges, you’re hardly going to up and leave for another IT provider. 

That being said, some MSPs offer month-to-month contracts while others offer longer, yearly or two-year plans paid monthly or yearly. Discuss this with the MSP you’re looking into if that’s a major concern for you. Keep in mind that you really don’t want to be changing managed service providers regularly.

Another way MSP contracts can be flexible is by offering a range of pricing models that might be valuable to different customers. A long-term contract might suit one business, but another might find value in a month-to-month, no-commitment type of contract that has a higher pricing point. An MSP might offer discounts for long-term contracts or even higher upfront costs with lower monthly fees. There are a range of ways that MSPs can be flexible with their pricing, so double-check with your MSP if they can tailor your plan to one that suits you.

One of the benefits of an MSP contract is that you can choose the level of service that best suits your business. Whether you need basic IT support or more advanced services like Cyber Security and cloud computing, an MSP can offer a range of options to meet your needs.

Additionally, MSP contracts can be tailored so that the services offered fit your budget. You don’t have to pay for services you don’t which means that you can get the services you need without breaking the bank. Take cloud computing services, for example. You could be offered cost-effective solutions like paying for what you use or the MSP scaling the price up or down when you need to work between public and private cloud services.

If you’re already working with an MSP, ask them if there are any new services they are now providing new customers that might now benefit your business.

MSP contracts also offer flexibility when it comes to scalability. As your business grows, your IT needs will likely grow as well, whether that be with more powerful software or hardware or with proactive Cyber Security practices that prevent your data from being stolen. MSP contracts are designed to be flexible enough to accommodate your changing needs, whether that means adding new services, upgrading existing services or scaling back services that are no longer necessary.

Another benefit of MSP contracts is that they can be customised to fit the unique needs of your business. MSPs are acutely aware of how different each business is and should not be offering a one-size-fits-all contract for each of their clients. They should work closely with your business to understand its needs and develop a customised service plan that meets those needs. This means that you can get the exact services you need to keep your business running smoothly. That also means being honest with you about services, software or hardware your business doesn’t need.

Keep in mind that you’re still working with another business so there will be negotiations, notice periods and levels of software and hardware they demand your business have, or eventually have, for them to want to work with you, but there are ways for your MSP to offer your business flexibility without compromising their business.

So, while an MSP might not offer flexibility in one area, it might provide your business with the flexibility you’re after in another. How do you get that? Ask. As mentioned, MSPs depend on building long-term relationships with their clients, so see how they can tailor their services to your business, while also keeping in mind they can’t compromise on everything as, they too, are a business.

MSP contracts are incredibly flexible and can be tailored to meet the unique needs of your business. Whether you need basic IT support or more advanced services, MSPs can offer a range of options to meet your needs. And with the ability to customise your contract to fit your budget, scalability and unique needs, an MSP is an excellent choice for any business looking to outsource its IT needs. Don’t hesitate to explore your options and find the MSP that is right for you!

IT Support, Managed IT Services, MSP

How long does it take to switch MSPs?

How long does it take to switch MSPs?

If this is the post you’re reading, you’re probably already with an MSP, so you know what one is. Essentially, a managed service provider is a company that handles all your IT needs for you, providing your business with all the IT expertise and support you need to keep running your business.

MSPs have a magnitude of features on offer, such as remote monitoring of your systems, regular back-ups of your data as well as protection of this data, cloud computing integration, network and infrastructure management, antivirus protection and if your MSP specialises in Cyber Security like Pronet Technology, then this is included too.

Handing the responsibility of your IT systems over to an MSP has many benefits for organisations. It enables you to focus on the day-to-day running of your business, on new projects and future growth without worrying about your IT systems and how they might hinder your efforts.

We have already written a post detailing when to consider switching your MSP (read here), but you might be confused and even wary about the change due to how long it will take to transition. Let us tell you this: the transition itself is barely any time at all and the MSP will ensure it’s a smooth transition.

Switching Managed Service Providers (MSPs) can be daunting for any business, but it doesn’t have to be a painful process. The length of time it takes to switch MSPs can vary depending on several factors, including the size of your business, the complexity of your IT infrastructure and the quality of your current MSP’s services.

Here’s what you can expect when switching MSPs:

Evaluation and Research (weeks to months)

Before making the switch, you must evaluate your current MSP’s services and research potential new MSPs. This can take several weeks or even months, depending on how thorough you want to be in your research. Read this article to learn how to find a good MSP for you.

You’ll need to review your current contract for what steps to take when ending the relationship as well as any costs associated with this. You need to assess your IT infrastructure to determine which of it is actually owned by you and determine your specific needs.

Selection Process (several weeks)

Once you’ve evaluated your current MSP and researched potential new ones, you’ll need to go through a selection process. This involves reaching out to potential MSPs, discussing your needs with them and requesting proposals. It can take several weeks to receive proposals and review them. Read out post about what to look for in an MSP here.

Once you have chosen an MSP, your business undergoes an initial assessment by the provider. This can take one to two days, but basically, the MSP will go through your systems to determine exactly what they need to do going forward, such as determine where they need to take over from the old MSP, how systems and hardware they will need to implement and where your business needs to improve. This allows them to also ensure you’re aware of all costs involved and what switching will entail. They will also inform you of any critical, important and minor risks they believe you must implement for them to work with you. After this, you are given the option to back out if you so wish. During this time, as a business, you get a sense of whether the MSP is right for you.

Now that you’ve selected your MSP and have signed the contract, it’s time to give your current provider a 30-day notice period, or however long is listed in the contract. Even if you have an unstable relationship with them, they are still a business and need time to transition. This gives the old MSP time to remove all its hardware and permissions from your business so that they no longer have any remote access to your systems.

Onboarding Process (a day to a month)

The actual onboarding process from your old MSP to your new one, depending on your company’s size, can take between a day and a month, but generally no more than a week. This is quite a seamless, smooth-sailing transition for your business as the MSP takes care of everything for you. They will often take control of any passwords, service subscriptions, cloud applications and systems and the length of time this takes depends on the amount of data you have and the complexity of your systems. They will need to make sure backups are going to them instead of the old MSP and set up remote access to be able to monitor your systems for any threats that arise.

MSPs will generally make sure the transition has as little impact on your business as possible, with the two companies coordinating with each other. There have been cases of the old MSP being quite uncooperative during this time, though, so keep that in mind.

Transition Process (up to a month)

After onboarding, the MSP will work with you to ensure you fix the critical risks within your business, ones they pointed out in their initial assessment, and they usually require these to be fixed within a week to a month. For any important issues, they will generally give you a quarter or two to fix and then for any minor issues, they will suggest you change these within 12 months, if ever.

In terms of the ‘training’ usually given, this is simply giving your staff information about how to contact the MSP if something arises. Businesses generally aren’t looking to change their software during a change of MSP, so there isn’t usually much training involved.

If you’re truly desperate for an MSP, you can sign a contract and have them all set up the next day, but the process of choosing a managed service provider should be tailored specifically for your business needs. Determine what you need in a provider and whether they are right for you. For example, if you’re a small or medium-sized business, a large, enterprise-level MSP might not be right for you and vice versa.

For a business, the entire switch of an MSP can take months but the actual onboarding process of an MSP can take anywhere from a day or two for smaller businesses to up to a month for larger ones, but generally, it takes about a week or two. It’s important to take the time to evaluate your current MSP, research potential new ones and go through a thorough selection process. Don’t let the time it takes deter you from taking the time and effort as switching MSPs can be well worth it in the long run if you find an MSP that is a better fit for your business needs. Remember to communicate effectively with your new MSP throughout the process and be patient as they work to transition your systems.

Your IT systems can make or break your business, so make sure you have a great MSP managing and monitoring them.

Cybersecurity, IT Support, Managed IT Services

What should I look for when replacing my IT service provider?

What should I look for when replacing my IT service provider?

Choosing the right Managed Service Provider (MSP) is critical for businesses to ensure that their IT systems are managed effectively and efficiently.

Do you find yourself asking, ‘How do I keep my IT systems running without any issues?’ Business owners have too many day-to-day tasks to complete and think about to want to then deal with IT issues that they don’t fully comprehend. Hence why they then delegate these tasks to others.

Working with an MSP is just that, delegating the accountability of your IT systems to experts who know what they are doing and who can handle the technical aspects of the job. As decision-makers, we know that a major sentiment is that you want IT systems that work, that the whole team is happy with, and, most importantly, systems that look after themselves. You need a provider to manage the whole system and ensure it’s running smoothly so that your staff don’t stress and waste time trying to work around it.

Ideally, unless your service provider grows and you now feel as though they don’t care about you anymore due to your business being too small, or you simply aren’t receiving the service you require for your business, you don’t want to have to change MSPs. The time and effort of researching new providers or people to help fix system issues is a hassle, which is the primary reason business owners simply stay with their provider, even though they are receiving poor service. You may feel guilty for wanting to move on or have built ties with the provider and its staff, but your IT provider should be looking out for your best interest and if they’re not, you need to start looking elsewhere.

After talking to our new clients, especially within a month of working with them, we’ve learned that many of them wish they’d changed providers years before something happened that triggered the change. So, if you’re in a similar situation, on the search for a new MSP or your business has simply grown in size that you now require one to handle your IT systems, here are some factors that separate a good MSP from a bad one.

Responsiveness

A good MSP should be responsive to their client’s needs and provide timely support when issues arise. They should have a dedicated help desk and clear escalation processes to ensure that issues are resolved quickly and that they address them in a way that reduces your business’ downtime while keeping the business running and your staff working. The MSP should have a Service Level Agreement (SLA) in place which outlines the services provided to you, response times, support constraints and your business responsibilities.

Proactivity

A good MSP should take a proactive approach to IT management, monitoring systems for potential issues and implementing preventive measures to avoid downtime and security breaches. This behind-the-scenes work from the MSP is essential for your business’ success as your company should not be reaching out when it has a problem, which is what happens with Ad-hoc support; it’s about prevention and responsiveness when an issue does end up occurring. 

Expertise

The MSP you’re changing to should have a team of skilled and experienced IT professionals with specialised knowledge in a variety of areas, including your server platform, network management and cabling, firewall, Sophos, Cisco networking and cloud computing integration, and they should be Microsoft Certified.

Expertise in Line–of–Business (LoB) Application

Line of Business applications refers to the set of critical programs that are vital to the day-to-day running of your business. These are usually large programs that contain a vast amount of capabilities integrated into them that then tie into the rest of your databases and management systems. Some examples of these are SAP, Sage and Microsoft Dynamics and each of these vendors has support systems that are separate from your IT service provider. Unfortunately, a LoB support doesn’t necessarily care about your business, just their base software, and when all your systems need to work in conjunction, you need to ensure you choose an IT provider that has exposure to your LoB. Keep in mind that most won’t have expertise in the LoB, as it’s not their field, but they should have exposure and they should be willing to take on the technical jargon and be the middleman between your business and the LoB support team. As a business, you don’t want to be the trouble-shooter, so if, for example, you have a printer problem in SAP, your IT support will then work with SAP with the technical how-tos and fix the issue. Make sure your MSP is willing to take this on.

Communication

MSPs should maintain open and transparent communication with their clients, providing regular updates on system performance, service level agreements and other important metrics. While as a business owner or manager, you’re looking to outsource your IT systems and management so that you don’t have the added stress of understanding how to fix or prevent problems, it’s still essential that you know what is happening, especially considering IT is such a crucial element of your business. You should be communicating with your MSP in a broader sense and their recommendations should be used in the long-term planning of your business.

Flexibility

You don’t want to go into partnership with a rigid MSP that have you stuck in a fixed price plan. An MSP should be able to customise its services to meet its clients’ unique needs and requirements. Every business is different and a one-size-fits-all approach won’t cut it, so the MSP should be willing to work collaboratively with you to develop customised solutions that fit your budgets and objectives.

Reliability

A good MSP should have a track record of reliability and stability, with a strong reputation and positive reviews from clients. Oftentimes, you will find this listed on their website or socials, such as testimonial quotes or videos, but make sure to check out review sites like Google and CloudTango, or even read through the comments on their socials, as well as through forums like Reddit and Quora. You might even want to read through employee reviews on Seek as this can give you an indication of how the business runs, like whether they are understaffed and taking on too many clients, meaning your company may not receive the level of service you require. 

Cyber Security

More and more companies are realising the importance of Cyber Security, so when looking to switch MSPs, make sure the provider has the practical expertise in Cyber Security and the necessary technology stacks. Traditional security such as antivirus, firewall and monitoring are just not enough when it comes to Cyber Security. If an attack occurs, Cyber Security, such as browser isolation technology, can isolate the threat within half an hour of detection into a secure computer or network, preventing it from accessing the rest of your systems. This technology is incredibly efficient so make sure the IT service provider you’re looking into has this type of technology in its systems.

Questions to ask when contacting MSPs

When searching for a managed service provider, small and medium-sized enterprises should consider asking variations of the following questions, based on the factors listed above, to make sure they are suitable for your business:

  • What services do you offer? It’s important to understand the MSP’s core offerings and whether they align with your business needs. For example, if you need help with Cyber Security or cloud computing, you’ll want to find an MSP with expertise in those areas.
  • What is your pricing structure? Make sure you understand the MSP’s pricing model, including any additional fees or charges that may apply. Ask if there are any discounts or package deals available based on your specific needs.
  • What is your level of experience? Find out how long the MSP has been in business and what types of clients they have worked with in the past. You may also want to ask about their certifications or other credentials that demonstrate their level of expertise. Other than this, ask if they have experience in or exposure to your line of business (LOB) application/s, i.e. SAP, Sage or Microsoft Dynamics.
  • How do you handle security and data privacy? Cyber Security is a major concern for SMEs, so it’s important to ask about the MSP’s approach to security and data privacy. Find out what measures they take to protect your data and what protocols are in place in case of a security breach.
  • What is your response time for support requests? Make sure you understand the MSP’s response time for support requests and whether they offer 24/7 support. Many smaller MSPs don’t offer 24/7 support as it’s often not needed, but if you operate internationally, you might need this. Ask about their escalation procedures in case of an emergency.
  • What is your onboarding process? Ask about the MSP’s onboarding process and what steps they take to get to know your business and its unique IT needs. This can help ensure a smoother transition and better service in the long run. Also, ask them if you will be the middleman between the old and new providers or if they deal directly with the old MSP to get passwords and access to systems.
  • Can you provide references or case studies? You might want to ask the MSP for references or case studies from past clients. This can give you a better sense of their level of service and expertise and help you make a more informed decision. MSPs often have this on their website, but if not, see if they’re willing to give you references.
  • Do you have any service level agreements in place? This will often happen when signing on with the provider and details expectations in your partnership. This allows you to hold the MSP accountable and ensures they take ownership of their work as they’ve agreed to it in advance.
  • Does you outsource your support to overseas call centres? We’ve found speaking that English alone is not enough, the people you are speaking to need to have familiarities with your local culture and local knowledge, such as with nbn and local terminology.
  • Can the technical staff that I will be dealing with speak in layman’s terms? You may have experienced the frustration of dealing with a technical person who speaks technical jargon and with technical terms that go way over your head. Sometimes it can seem as though they are talking down to you, even though they don’t mean to, so double-check that the MSP’s technical staff are approachable and can ‘dumb down’ issues to you.
  • Do you offer any backup and disaster recovery services? Data backup and recovery solutions are critical to ensure your business’ continuity in the event of data loss, hardware failure, natural disaster or cyberattacks. Also ask where they keep the backups, whether it’s a combination of on-premise and cloud backup or just one of the two.
  • What reporting and monitoring capabilities do you have? An MSP has access to your company’s data and should remotely monitor, update and manage your services while reporting on quality and performance of the service. While this is standard among MSPs, double-check with the one you’re receiving a proposal from to see how they are monitoring your data and whether they can proactively stop future problems from happening.

Finally, it’s incredibly important to discuss the list of problems and frustrations you currently have with the provider you’re looking at working with to see what solutions they have for you.

These questions will help you understand the MSP’s capabilities, experience, and approach to customer service. It’s important to choose an MSP that meets your specific needs and can provide the support and services necessary to help your business succeed.

Overall, choosing a good MSP is critical for businesses to ensure that their IT systems are optimised and managed effectively and efficiently. Costing is often one of the last considerations, as long as you see value for your money. Therefore, businesses should evaluate potential MSPs based on these factors to ensure that they choose a provider that meets their needs and expectations.

IT Support, Managed IT Services

10 reasons why you should think about changing your MSP

10 reasons why you should think about changing your MSP

Managed Service Providers (MSPs) are essential for businesses in managing their IT infrastructure. As a business owner or decision-maker, you most likely already have your IT systems managed by a provider. There are times, however, which you may have already encountered, when it may be necessary to consider changing your MSP. Considering an IT provider should be driving your business forward with the latest technology and expert resources, you both should be on board with developing a long-term relationship as you really should not be switching providers every two years.

It can be a hassle for a business to change, which is the main reason many companies stick with providers that they are unhappy with. There’s also the worry of the new provider not being any better than the old one, but if you do your research and find a reputable MSP that works with companies of your size, you will find that the level of service is well worth the switch and will have you scratching your head thinking about why you didn’t change earlier. If you’re perfectly happy with your provider and have a great relationship with them as well as a detailed and collaborative action plan for the future, then feel free to skip this article.

If that’s not you, though, here are ten reasons why you should think about changing your MSP:

Poor communication

You should know what is happening in your business, even if processes are outsourced. Your MSP should provide reports on what is happening and respond whenever you have questions or concerns. Importantly, they should be responding quickly, especially in cases of an emergency. When time is money in business, you don’t want to be waiting on an unresponsive IT provider when all systems are down. Make sure your provider values communication.

Limited expertise

Part of working with a client is understanding their business’ technology needs as, this way, they’re able to provide your business with the most effective and customised solutions for your industry. This is an ongoing process as technology changes but if you find your MSP not educating themselves and adapting their services to your business needs, you might not be with the right provider. So, while your MSP might lack expertise in specific areas that are critical to your business, they should have at least some knowledge so they can give you guidance and IT consulting. If they have very basic expertise or none at it, you might want to consider a provider with a more comprehensive skill set.

Inflexibility

Your relationship with your provider should not feel transactional. It should be one where they are fully immersed in your business to allow them to understand what exactly your business requires. This allows them to meet these needs over time and change these as new opportunities arise that will help your business grow further. Technology is meant to help your business evolve and as your business grows, so does your tech, so they should be collaborating with key stakeholders to ensure you’re receiving the full benefits of an MSP.

Poor performance

When you initially began working with your IT support services provider, you would most likely have established a service level agreement (SLA) with them which holds the provider accountable for meeting the agreed expectations and meeting the agreed outcomes. If your MSP fails to deliver the promised level of service or doesn’t meet your expectations, the SLA will help you identify where they are falling short which then gives you a framework to pull them up on it.

Outdated technology

Technology is constantly changing and the fact of the matter is, sometimes, you don’t need the latest stuff. Despite that, while the technology needs of each business are different, there are core technologies that are crucial in this day and age. Your company should long ago have switched to Microsoft 365 as it’s essential in optimising workplace collaboration, and your MSP should be discussing the possibility of shifting systems to the cloud as it’s an easy and cost-effective way to access business tools. If you’ve heard of other companies in your industry working with technologies that are immensely benefitting their business operations, it might be time to find an IT provider that is looking out for your best interests in the long run.

Lack of scalability

For most businesses, your long-term goals often include growing and expanding, and alongside this, you need to ensure your IT strategy is growing with you. You can’t be trying to work around software that caters to only a dozen users when you now have 50. Even if your IT provider focuses on specific areas in both their business and yours, they should be working alongside you in your growth and updating your systems and needs as you go. An MSPs services must stay relevant and show strong results but if they are unable to scale their services to meet your business’s growth, it may be time to consider a provider that can handle your changing needs.

Hidden costs

As a Chief Financial Officer or decision-maker in your business, budgets and managing costs is a regular part of your role. Your MSP should be transparent about its fees, which should be a fixed-fee pricing model which has been tailored to the services and deliverables your business needs. You should not be receiving additional fees for services you thought were included or be receiving constant pricing increases. If this happens, the MSP may no longer be tailoring its services to your business needs and its lack of communication with you is a sign you might need to switch providers.

Lack of security

Sadly, it’s now part of life that scammers and hackers are trying to infiltrate your business. Your MSP must be implementing effective security and Cyber Security measures into your business, especially since last year the government implemented new legislation that means companies can face fines of $50 million if they fail to adequately protect people’s data. Your MSP should be having ongoing conversations with you about security and Cyber Security that are integrated into your long-term planning.  

Lack of backup and disaster recovery

Data loss can have a devastating impact on your business, such as reduced productivity, lost revenue and even lost customers and reputation. With risk management an essential part of running a business, it goes without saying that your IT provider must have processes in effect that regularly back up your data, whether that be daily, weekly or monthly backups and you should know where those backups are stored. If your MSP doesn’t have a robust backup and disaster recovery plan, it may be time to switch to a provider that can ensure your data is protected.

Poor value for money

This should have been a part of your research at the proposals stage when searching for an IT service provider in the first place, but if you have been in partnership with your provider for some years and feel as though you’re not receiving services that correlate with the amount you are paying, it might be time to browse other providers and see if you are receiving what they are offering. Cost should not be the only reason you change your MSP as you will generally find others with similar pricing. You might even be happy to throw money into your IT as long as issues get fixed, but when you’re seeing no outcomes, it may be time to consider a provider that offers better cost-benefit.

Changing your IT service provider can be challenging, but ensuring that your IT systems are in good hands is crucial. Hopefully, these ten warning signs are that final push over the edge to get you to switch your provider if you’re experiencing fluctuating levels of bad to good service, because really, what’s the point of having an MSP if you’re not receiving the benefits?

IT Support, Managed IT Services

How to find a good MSP for me?

How to find a good MSP for me?

While as a business owner or decision-maker in your business, you might not have the time to conduct thorough research on Managed Service providers (MSPs) near you, it’s a good idea that someone does, and does it thoroughly, as this is a company that will be maintaining your IT systems and working with you for years to come.

You’re going to want to know exactly who you’re working with, such as their service and their features, as well as how these features benefit you.

When passing on the task to someone, make sure you give them a list of exactly what you’re after, whether that be working with local providers only, whether you need 24/7 support and whether they are knowledgeable in the systems you use to run your business.

From there, you’re going to want to find out what sets them apart from others. This might not be any specific feature, as MSPs generally offer the same package, but there will often be something. Keep in mind that there are features that some providers will advertise boldly that all MSPs have, such as that they’re Microsoft Certified. Some will also feature an ‘award’ on their homepage, but this often isn’t a nationally given award, simply one given by someone or a business in the industry who has done a thorough review of all MSAs. They’re a good indication it’s a great MSP, but keep in mind that it’s generally not a regulated award.

A feature that might separate an MSP from others could be that they specialise in Cyber Security, as many MSPs only have limited Cyber Security measures in place and require your business to work with a separate company for those issues. Security and Cyber Security are two separate topics and many businesses confuse them as the same. Security mainly focuses on virus protection and firewalls, whereas Cyber Security digs deeper with Two-Factor Authentication and surveillance systems, among other things. With Cyber Security constantly evolving, your business must be up-to-date on the latest trends and practices in the field.  

It’s also important that the MSP you’re searching for is knowledgeable in your industry and your systems. While they won’t be experts in your systems, such as in SAP or Microsoft Dynamics, they should be familiar with them so that they can be the middle-man between the vendor and your company when something goes wrong with the system. You cannot expect the MSP to configure the entire system to your business though, that’s the role of the software vendor and, unfortunately, an expensive role. The MSP should be used to working with clients of your size too, as working with a large MSP as a smaller business, you might find that you’re pushed aside in favour of their larger, more profitable clients.

Market Research

Once you know what you want from an MSP, it’s time to do some market research.

During a conversation with a client, we started talking about how to find a company that you can trust and they said:

“Like most things, you go by recommendation. That’s always the first one. So, if you can’t go by recommendation, then you want to go by, ‘Who’s this company dealing with and what are they saying?’”

If you’re recommended an MSP, that’s always a great start, but when you’re not, it’s hard to find out who to trust, especially with possible fake reviews online. That being said, the place to start with is reviews as you can generally tell through reading when a review has been manufactured. Read what you can find on Google and CloudTango and then read through the company’s reviews and comments on their social media pages like Instagram, Facebook, LinkedIn and Twitter. An MSP will often have case studies or client reviews on its website to give proof of its track record too, so the clients can give you an understanding of what to expect. If you like, feel free to give the company a call to learn about their experience with the MSP.

Join Facebook, Reddit and Discord groups to see what people are saying about the MSP as well as who they are recommending in your area. While not always the case when it comes to business, many people don’t let their full opinions known about a product or service. It’s only when they’re anonymous or feeling comfortable that they can reveal their deeper inconveniences or desires, so browsing forum groups will often tell you these opinions. Even search on Quora or read through blog posts about the pros and cons of certain MSPs so that you’re adequately informed before you make your decision. 

Contact MSPs

Once you have settled on a few MSPs to sit down with, you should have a list of questions to ask them that will help you narrow down your choice. We’ve written an article about questions to ask when switching IT service providers, so have a read of that to get an idea of some questions. Find the article here. The post also details what to look for when searching for an MSP, such as responsiveness, proactivity and communication.

We hope this has given you an understanding of where to start when searching for an MSP for your business. It can be an incredibly daunting and frustrating process, as well as one that you probably don’t have time for. By now, though, you should know why it’s crucial to have a good MSP working with your business because as your business grows, so does your IT, and that IT needs to be managed efficiently. Feel free to read through the other blog posts on our website to learn of the risks posed to your business if your systems are not managed sufficiently as that might be just the push you need to get started in your search.  

IT Support, Managed IT Services

What is an MSP and do I need one?

What is an MSP and do I need one?

A Managed Service Provider is the partner you need for all your IT system needs.

When your business starts to grow, so does your information technology (IT) usage. Databases, documents, customer accounts, websites, the list is extensive and as a business owner myself, I know the feeling of not needing the added stress of figuring out what’s gone wrong with the company’s IT system when there are a multitude of other issues and jobs to work on.

To help with these issues, an IT infrastructure upgrade is worth looking into and what’s more, it might be due time to outsource the infrastructure altogether to a third-party company.

One of the ways to do this is through a Managed Service Provider, or an MSP. An MSP is a third-party company that provides IT services and support to businesses on a proactive basis, typically through a subscription-based model. MSPs offer a wide range of services, including network management, data backup and recovery, cybersecurity, cloud computing and help desk support. This means that you and your employees can continue about your day-to-day business requirements without needing to worry if something has gone wrong or, if it has, you can be rest assured that the issues will be resolved without damaging your business.

How do they work?

An MSP should work with your business to meet your IT needs. While it may seem like a risk that they have access to your system and data, it’s what they need to be able to ensure your systems run smoothly and stays secure so you can focus on the your actual role, managing your business. They can help oversee services like email, cybersecurity, your networks, data storage and cloud integration, software updates and updating old technology as well as giving you a virtual Chief Information Officer (CIO) to help steer your IT in the right direction and, ultimately, giving you the confidence you really need out of your technology.

Each MSP has different services and works with different size clients, so it’s good to do your research before signing a contract with one but, other than the reduced stress and worries about your IT operation, there are many other features and benefits of getting a professional and knowledgeable team to handle all your systems for you.

Features

There are many features that all MSPs will, or should, have that you will see when you’re researching. Here’s a few to get you started for your research:

UNLIMITED IT SUPPORT

Do you hate calling your IT help desk? Oftentimes, in retail stores, their help desk support is based overseas where the line might be crackling and you can barely hear and understand them, where they don’t understand what you mean as you’re not very technically inclined, you’re on hold for what feels like hours while there’s back and forth trying to explain what the situation is and on top of that, they can’t come out and fix your issue immediately as they’re the middle man and have to issue a ticket for someone to come out, whenever that may be.

A local MSP, on the other hand, allows you to receive immediate and responsive assistance when dealing with day-to-day technical issues and when an unforeseen event or cyberattack hits your business, you’re secure in the knowledge that your MSP have it under control with minimal drop in employee or company productivity, one of the major concerns in running a business.

Pronet Technology, for example, has an emergency 30-minute guaranteed response time, meaning you can get in-touch with experts within minutes of your issue occurring, while its Managed IT Services are designed to detect and solve most IT issues before they become a problem, meaning you will hardly ever require emergency assistance. Click here to see Pronet’s average response times for the last 30 days.

DATA BACKUP

I can safely say that most of us know how distressing it is to know you’ve lost a file that you’ve been working on for hours or even days. It’s incredibly frustrating clicking back into it and realising you either didn’t save it properly, it became corrupted or it’s somehow been deleted. For that reason, many of us now constantly back up our documents and data, but what about on a larger scale for your business?

Working with an MSP ensures your business is protected during a disaster, whether it be a data breach, a server crash, a fire or even someone internally jeopardising, accidently or purposefully, your business. They will regularly create quality-assured data backups, meaning you have recovery solutions for your data during disaster so that your client records, marketing resources, photos, accounting records, intellectual property and communication correspondences are all safe and your business can continue running smoothly.

CLOUD SERVICES

Cloud services allow your business to stop running your IT in-house, improves reliability and simplifies your IT, allows you to take control of your IT costs, allows you to work from any device, at home, in the office or overseas, allows for file sharing and, among other things, allows you to better control what users and employees can see and do.

CYBER SECURITY

Not many MSPs include fully integrated cyber security practice in their plans, with you often having to work with a separate company. Some companies, like Pronet Technology, however, do and will closely monitor your network and systems to ensure everything is running smoothly and if they do pick up something, they will be proactive in fixing the issue so that there is no delay and interruptions in the day-to-day, or long-term function, of your business. Cyber security enhancement is much more than virus protection and firewall configuration and management, so if you’re working with an MSP already, double check whether this is included.

Benefits

What we’ve just discussed are features, but what are the benefits to your small or medium-sized business in working with an MSP?

COST SAVING

MSPs can provide IT services at a lower cost than hiring and training in-house IT staff. MSPs also offer predictable, subscription-based pricing, whether that be monthly or yearly, or fixed or flexible plans, that can help businesses manage their IT costs more effectively. As a small or medium-sized enterprise owner or manager and reducing costs are a major role of your position, this is where an MSP can be incredibly valuable.

EXPERTISE AND RESOURCES

Rather than having one or multiple in-house IT managers, this full-time team is within the MSP who are IT professionals with specialized skills and experience that can provide a range of IT services and support. When needed, they can provide information to you and explain new technology and concepts so you’re onboard everything that is happening in your business. If you already have an MSP, ensure you’re contacting them when needed to ask any questions that might be bothering you. MSPs also have access to advanced tools and technologies that may be too expensive for SMEs to acquire on their own. You can even loan equipment from MSPs if you need.

PROACTIVE MONITORING AND MAINTENANCE

This feature is also a benefit as MSPs can monitor and maintain IT systems on a proactive basis, identifying and addressing potential issues before they become major problems. This can help prevent downtime, improve system performance, and reduce the risk of security breaches. For business executives in risk-reduction management, this is where your investments pay off. Once again, if you are already working with an MSP, ensure they are keeping up-to-date with new technology and software as cyber attacks evolve.

SCALABILITY

MSPs can provide IT services that scale up or down based on a business’s changing needs. This can help businesses manage their IT resources more effectively and respond quickly to changing market conditions. As your business grows, so does your IT, so your MSP will create a plan with you so you’re both in understanding and agreement about the changes coming in the future.

Should small and medium-sized enterprises (SMEs) partner with an MSP?

As shown, MSPs can benefit businesses of all sizes, especially SMEs that may not have the resources or expertise to manage their IT infrastructure in-house. It is due to this that MSPs can provide immense value to businesses in all sectors and is something executives should be looking at investing in, especially since risk management is a major aspect of their positions.

If your business is already working with an MSP, take some time to re-evaluate whether you are receiving the service your business requires and, if not, it might be time to switch providers.

Overall, working with an MSP can help businesses improve their IT infrastructure and operations while reducing costs and improving efficiency.

Cybersecurity, IT Support, Managed IT Services

How to Protect Company Data & Safely Dispose of Old Devices

Entering the new year, I bet there are lots of exciting new changes for you and your business. One of them might be the luxury of new devices around the office space. New work mobiles, laptops, computers or even tablets. We can easily get wrapped up in the excitement of using new tech but we mustn’t forget our old devices gathering dust.

Your old devices will most likely contain personal or confidential company data. Before you decide to clear up some office space and chuck out the old work computers, it’s important that you erase the data to prevent it from falling into the hands of criminals.

61% of all data breaches involve stolen credentials, so you need to dispose of your old devices properly to prevent potential attacks on your business down the road. Here is how you can make sure.

The Simple (but not 100%) Method

Factory resetting the device will do the trick for casual smart device users or businesses with no confidential data. This is a procedure that restores the device to its original settings and removes all data at face value. This can be completed on any smart device and computer, with the feature being found in the settings, it can be performed in a matter of minutes. A quick google search should quickly reveal how to factory reset your specific device. This method is the easiest way to guarantee your data has been somewhat erased before parting ways.

I say somewhat because this method doesn’t entirely erase a device’s data. While data seems to have disappeared, it can still be recovered by various software that can retrieve “deleted” files.

The Nail in The Coffin

If your business handles a lot of confidential data, such as payment information, customer details etc. you need to take things a step further. While there is software to restore “deleted” files, there is also software to entirely wipe your device’s hard drive (for good).  This specific software rewrites the entirety of the hard drive to ensure no trace is left and the previous data is irretrievable. It’s vital to do this because if not, anyone who performs a google search will learn how to recover your supposedly deleted files. You’ll find plenty of various products online that can do the job and are all reasonably affordable.

Once that has been done the next step is to physically damage the device for 100% certainty. An example is drilling multiple holes through a hard drive. This sounds extreme but must be done to get complete assurance confidential data cannot be retrieved and used against your business.

*If you’re in the government sector your data might need to be sent off to official sites to get verification of its proper destruction*

These extra steps can seem excessive, but lucky for you there’s an easy way. If your business is partnered with an IT Provider, they handle this for you. They will thoroughly perform each step so you can rest easy knowing company data won’t fall into the hands of criminals.

Not Safe Just Yet

In addition, any online accounts created with the device must also be deleted. This is important if you no longer have the device in your possession and want to ensure that no one else can access your data linked to those accounts. Closing online accounts associated with a smart device will help prevent security breaches or unauthorised use of personal data.

Summary

This post provides guidelines for properly disposing of old smart devices to safeguard your data and privacy. These steps include properly wiping the device’s data and closing any associated online accounts. These precautions can help prevent company security breaches and protect your personal information from being accessed without your permission.

Cybersecurity, Managed IT Services

5 Crucial Cyber Security New Year’s Resolutions For 2023

We’ve all had those new year’s resolutions, we start strong for the first couple of weeks. Then quickly reminded by how busy being in business is and our priorities shift. Our good intentions slowly get forgotten about and never picked back up.

If you’re here, it’s because you want to do the most crucial thing you can for your business. Make sure your cyber security is up to snuff.

Whether you’re starting from scratch or want a fresh perspective, we’ve listed key goals you must work towards so that your cyber security resolutions will not die in spirit. Here is everything you need to get the ball rolling with your cyber security today.

Let’s be clear, this might be daunting, but let me remind you this isn’t a solo effort, cyber security is a collaborative process. Work with your IT provider, HR, and the entire team to discuss, brainstorm, and implement these tactics. Rome wasn’t built in a day and neither will your cyber security. Take your time and get each step right from the start.

Here are 5 cyber security resolutions to prepare your business for online threats in 2023.

Perfect Your Password Policy

I get it, passwords, how boring. Listen though, I’m going to tell you something you probably haven’t heard before.

You’ve always been told for staff to change their passwords frequently, let’s scrap that. It’s obvious to both of us that getting staff to constantly change their passwords is nearly impossible, time-consuming, and annoying. Requiring frequent password changes only leads to users making small adjustments to their already simple, previous password, resulting in weaker security.

Users should have strong and unique passwords for each account. To help achieve this, only enforce password changes when there is suspicion that passwords may be compromised. Now, staff can focus on creating a stronger password, knowing it won’t need to be changed anytime soon.

A simple way to implement this? Promote the use of unique passwords by using a password manager, it will do all the hard work for you. They can create and store an unlimited amount of passwords for all staff, it’s a tool that will save your team loads of time.

If you’re a micro business there are lots of free password managers. If you have 10+ staff, you’ll need to pay for a business-based password manager. Our top business password manager recommendations are Keeper, Password Boss and LastPass. At Pronet we use Keeper for ourselves and all clients. Its extensive sweep of security features makes it one of the best options for cyber security.

Top it off with the security measure in our next resolution.

Enforce Multi-Factor Authentication (MFA)

Do you know how you get a text asking to enter a 6-digit code after your login details? Yeah, that’s a form of MFA and it’s extremely important now.

So important that enabling MFA reduces the chance of your account being hacked by 99.9%. Hackers will not be able to access your account unless they are physically able to get your MFA-enabled device. Let’s be honest that won’t happen because I don’t think they’re leaving their bedroom anytime soon.

Making sure all your staff and all their accounts are set up with MFA is a MUST this year. It may not be something you can directly implement yourself, so make sure your IT team put it as a top priority. It’s on you to make it happen!

And a little bonus. Some of the current password manager apps allow you to use MFA within them. The same application can be used to enable strong passwords and implement MFA. Talk about cost-effectiveness.

Remove Old Users from Your Systems

One big cybersecurity resolution for the new year is to clean up all those old user accounts.

If your company has active accounts from old employees, it dramatically increases the potential vulnerabilities in your organisation. An attacker only needs to find one set of login details to gain access to your systems.

Let’s not waste any time with this one, start removing unnecessary accounts to reduce the risk of hackers infiltrating your network. That’s not all. If you want to stop this issue from coming back up there’s one more thing to do.

It’s even more important to change your policies to ensure the principle of least privilege is followed. What this means is that users should only have access to the resources they need to do their job. When that access is no longer needed it should be revoked.

This becomes especially important when employees change roles, leave the company, or are terminated. They may attempt to abuse their access and cause harm to your organisation through actions such as stealing or destroying data, planting malware, or other malicious actions.

Let’s get rid of those old accounts and get new policies in place to prevent the issue going forward.

Conduct A Risk Assessment

I do not doubt your business has experienced some kind of change over the year. Whether that means changes to your systems, structural arrangements, technology or more, your business is in a state of flux.

Due to that, a yearly risk assessment is so important. It gives your company a chance to take note of all of these changes and analyse the threats to your security.

Once your organisation has an updated view of the challenges it faces, it can plan successfully for the future. This may include adjusting security plans and policies to stay safe in the coming year.

Without conducting a risk assessment based on all the changes, it could cause you to focus in the completely wrong areas. Not only wasting time and resources but also leaving your business vulnerable in to threats.

Get that new year risk assessment done ASAP.

Quarterly Employee Training

This might seem daunting, but one, it’s the most important, and two, it’s not as hard as it seems.88% of data breaches are caused by employee mistakes. Human error is still the driving force for cyber security issues, you’re asking for problems by ignoring staff training.

When it comes to training staff, there are already so many resources online where the work is practically done for you! Videos, articles, and interactive quizzes are readily available and can be accessed at staff members’ own pace. All you need to do is point them in the right direction.

Be sure to make it relevant. Relate training materials to your staff’s job responsibilities and the types of threats your organisation is most likely to face. Of course, you’ll know exactly what kind of threats your business will face from that risk assessment. This will help ensure that the training sticks and that staff are more likely to use the skills they learn on the job.

Training provides a good opportunity to remind your staff of policies, but they also allow you to update them on the latest threats. Your employees are often the first line of defence in a cyberattack, so don’t underestimate their role when it comes to protecting your company.

Conclusion:

There you have it, our 5 cyber security New Year’s resolutions. 5 things that we believe are a must to implement to have the best chance of being protected this year. With cyber crimes predicted to soar in 2023, you don’t want to take any chances, especially with your business.

Remember what I said initially: cyber security is a collaborative effort. Work with others in your organisation to ensure this gets done, otherwise I can guarantee you will fall short. Tackle one at a time and get them right from the start. Good luck and I wish you a successful year ahead!

Cybersecurity, Managed IT Services

Christmas Crackdown: Why Business Owners Are Tightening the Rules for Online Shopping at Work 

It’s alarming to know that nearly half of social media users have fallen victim to shopping scams.  

It may seem like a good idea to avoid the shops at this time of year. If your employees are doing some last-minute Christmas shopping at work, it’s important to ensure that your business is protected. Online shopping scams are on the rise, especially this time of year. With the damages for business owners being so high, it’s not a risk you want to be taking. 

The Dangers of Online Shopping at Work 

Unfortunately, new research shows that 47% of people click on dangerous links. They think they’re getting a great deal, but instead, give up financial & personal details to cyber criminals. I know it’s the season of giving, but let’s not get too carried away.  

Your employees don’t only risk giving up their personal information, but risk your device and potentially exposing your company’s entire network to criminals.  

It’s not just shopping scams employees need to look out for. Phishing scams also manage to trick 36% of people into revealing personal data. Phishing scams are where you get an email that seems to be from someone or somewhere you trust, but it’s not. 

Remember that account you never made, emailing and asking you to update your payment details? You probably don’t remember it because good chance you never actually made the account. It’s just a scam.  

The same 36% have also fallen for gift card scams. Where criminals gain the trust of victims and try to persuade them to buy gift cards or online vouchers. Not in the Christmas spirit at all. 

See, with all the benefits online Christmas shopping can bring, there are a lot of nasties you and your staff need to be aware of.  Especially this time of year. 

The Damage It Can Bring to Your Company 

Let’s talk about what kind of damage you can expect, and it’s not pretty. If employees do happen to click on malicious links or download an infected file, the results for your business can be devastating.  

Cyber attacks are now so harmful that the risk goes beyond the loss of data and reputation. Once victim to attack, criminals can force you to cease your business operations altogether. The cost of downtime has proven to be enough to put people out of business for good. An astounding 60% of SMEs that fall victim to cyber attacks go out of business after the first 6 months. 

Yeah, not the kind of Christmas present you’d want, so let’s talk about how we can avoid this happening at your company. 

How You Can Lower the Risk Today  

Here are some ways to help you protect your employees, and more importantly your business this holiday season. 

While technical protections such as firewalls, antivirus, and strong password management are important, the focus needs to be on training your team. It should be known that the most effective defence is a team that can recognise a threat when they see one. Investing in your team’s training and education will help them stay vigilant and protect your organisation against potential attacks. 

Make sure your staff are aware of the latest scams and know what warning signs to look out for. At a minimum make sure all staff are  

  • Check website links are genuine 
  • Making sure websites are the real deal  
  • Being suspicious of offers that look too good to be true 

It is also important to have a plan in place that can be implemented as soon as a security breach is detected. All staff should know how to report incidents immediately and who to notify. The faster your team can respond, the more damage you can prevent and the associated costs that follow. In some cases, it may be possible to stop the breach before it negatively impacts your business altogether. By being prepared and having a clear plan of action, you can minimise the risks and protect your organisation. 

If you’re after the quickest way to make sure your team is keeping an eye out for scams, send a quick email reminder. Take the points from this article and forward them to your staff. Even better, forward the entire article! The best thing you can do is make them aware. 

There you have it, some easy ways to protect your business from online shopping scams. We hope you’ve been able to take something away or give you something to think about.