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37
•Posted by9 days ago

Long-time Break-Fix Tech, 1-month into MSP work. OH the Habits you have to break.

the cloud!

the fucking cloud.

i spent 3 hours remoted in tiptoeing around this ladys' 50gb error filled outlook, delicately saving folders to .pst and syncing them to the one drive...

and i wasnt getting anywhere, there HAS to be a better way...

only for the T2 tech to chuckle at me "too many years in retail with users that have one 15 year old outlook .pst with their entire business"

he takes control ... and just nukes it.

I go Fucking bananas on my end here "WHAT DID YOU DOOOOOOOOOOOOO??????"

and then he just pulls a new profile up and syncs a new file down from the cloud, all her mail in 5 minutes flat.

FUUUUUUU, I have 25 years of habits to break. (i was fucking with this from 11:30 till 4:45)

Dont give up boys, even old dogs can learn the new tricks.

37
11 comments
62
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•Posted by3 months ago

Break fix calls: do you bill for tickets with no resolution?

For example, I have this particular case. A user told us he can't find a particular folder in his 365 mailbox. He said he don't think he deleted it but he can't find it. He said the folder disappeared when he was working in it.

My tech calls the user and remote to his PC, do a search in Outlook, check the deleted items, junk mail folder, archive. Nada. He hang up and then checks out the EAC console for deleted items, still not there.

Then, my tech logs on to powershell and do a search : nope. He list the complete folder listing for his outlook account in Powershell and sends it to the end user so maybe he could find some clues : nothing.

He spend maybe 30 minutes on this case without any resolution. He searched, found nothing. Told the end user that he cannot find anything related to that folder.

Would you close the ticket and bill for "searching up the end user inbox"?

62
65 comments
41
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•Posted by8 months ago

Letter to Break/fix to convert to MSP or else

Sales / Marketing

Anyone have any example email copy I can use for inspiration in composing a letter to my break/fix clients telling them that they’ll need to go managed or find a new provider?

41
53 comments
36
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•Posted by10 months ago

Moving Customer from Break/Fix to Per Device Managment?

Sales / Marketing

I'm looking to transition my clients from break/fix hourly rate to a proper managed service module. I'm hitting a wall with some customers that (rightly so) will be paying a higher monthly rate and aren't interested.

How have you managed these scenarios and what kind of pricing structure do you use (not sure how many are willing to share this info) . Ive seen examples of per device/per user/per server or "bronze/silver/gold" services. Looking for "real world" scenarios rather than guidelines you find online.

Cheers!

36
48 comments
25
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•Posted by9 months ago

How are you handling break/fix clients?

What are other MSPs doing when it comes to break/fix clients? Are you attempting to upsell them to a MSA while charging a premium hourly rate with no SLA until they do so?

Or do you turn away break/fix work entirely?

This is what we do, because quite frankly, it's not a good use of our time and isn't profitable in the grand scheme of things. We have plenty of clientele paying us monthly to keep our staff busy on a regular basis and we pay our techs above market rates. $125/hr. with a one hour minimum for one-off tickets isn't helping to pay their salaries. Conveying this to customers isn't always the easiest thing to do and I honestly feel bad turning them away but doing favors like this doesn't help our business or pay our bills.

How are other MSPs handling break/fix clients?

No offense to the one- and two-man MSPs but I'm looking for feedback from more established MSPs with a staff of 5+ employees. I too use to sell myself like a hooker on the side of the street when I was starting out and would accept any sort of revenue that I could generate. We're past that.

Thanks.

25
38 comments
11
•Posted by9 months ago

What Break/Fix diagnostic tools do like to use or suggest for laptops and desktops

Just curious what my brethren are using for diagnostics and tools?

I currently use the following:

Standard fact check (ticket says will not post, check if it posts...)

UFIE diagnostics where available...Golden Key....

Windows...tools...drivers....settings...if you get that far...

Spudgers, screwdrivers, ESD mats & strap

Part testing....you know the drill...



As in...assigned to ticket

Get device

Do diagnostics and assessment (topic area)

Make Part Request and Summary Tech Report

Part gets quoted then ordered

I get part, do fix

RMA used part back to sender...

Close Ticket

11
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