The CompTIA MSP Guidebook: Cultivating a Culture of Process E昀케ciency Some Data Points to Consider 1. Company background and 4. Security and compliance 7. Pricing and contract terms culture a. Relevant compliance a. Pricing a. Years in business requirements b. Hidden or add-on costs b. Employees b. Certi昀椀ed requirements c. Discount levels or c. Annual revenue c. Data protection practices requirements d. Financial backing d. Access to end user data d. Agreement length/term e. Reputation and references e. Encryption methods e. Payment terms f. Relevant certi昀椀cations f. Data resident g. Outstanding legal g. Disaster recovery plan entanglements h. HIPAA BPA h. Corporate culture i. Su昀케cient insurance coverage 2. Product and/or service 5. Support and maintenance a. Type of product/service a. First and second level of b. Other product lines support c. Primary focus b. Support team d. Product-speci昀椀c c. Maintenance policy requirements d. Outage noti昀椀cation 3. Service-level agreements 6. Scalability and future readiness a. Uptime guarantee a. Scale to future needs b. Response and resolution b. Published roadmap times c. Partner advisory council to c. Remedy for SLA breach drive product development 27