Why Managed Services Providers Need to Go the Extra Mile


December 13, 2016

A managed services agreement with Mindsight hinges on two things: trust and responsibility. The client must be able to trust that Mindsight will be responsible enough to care for their IT environment. In turn, Mindsight must demonstrate our diligence in order to earn the trust of our clients. As a result, we are always happy to showcase examples of Mindsight going the extra mile.

In this anecdote, our close partnership with the storage developer, NetApp, proved invaluable in helping our clients avoid a potential disaster.


A Different Kind of Monitoring

When we explain that our managed services agreements include 24x7x365 monitoring of an environment, we are typically referring to traditional monitoring services. If there is a system error, a significant dip in performance, or malware detected, the Mindsight team will immediately notify the client. From there, the Mindsight team will work to correct the issue.

However, that’s only the explicit definition of our monitoring services. Implicitly, a managed services agreement means that Mindsight will be looking out for your environment. Our interests are aligned, and your success is our success. So, when we received a notification from NetApp that they had discovered a bug in their software, we sprang into action.

The bug was an error in their operating system that would make the device unable to send its autosupport messages. This would prevent the customer and NetApp support from knowing about any critical issues with the storage array. While not immediately disastrous for our clients, it had dangerous potential.

Realizing that this bug was going to affect at least a portion of our client base, we scoured our records and created a shortlist of every client running an affected NetApp storage array. We informed them of the looming potential for problems and set to work correcting the issue. Through a combination of remote and onsite support, our engineers had patched all of our client’s NetApp arrays and prevented the issue from affecting our clients.


The Role of Managed Services

Managed services is a partnership, and our team is tasked with the responsibility of looking out for the best interests of our clients. If there is an opportunity to improve the environment, we offer our consultative services. If there is a problem with the network, our engineers are standing by to remediate the issue. If our client purchases new hardware, we are available to assist with its deployment. In all respects, our goal is to be a valuable resource in helping our clients achieve their goals. At times, that means preventing manufacturer issues from impacting the client environment.

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About Mindsight

Mindsight, a Chicago IT services provider, is an extension of your team. Our culture is built on transparency and trust, and our team is made up of extraordinary people – the kinds of people you would hire. We have one of the largest expert-level engineering teams delivering the full spectrum of IT services and solutions, from cloud to infrastructure, collaboration to contact center. Our highly-certified engineers and process-oriented excellence have certainly been key to our success. But what really sets us apart is our straightforward and honest approach to every conversation, whether it is for an emerging business or global enterprise. Our customers rely on our thought leadership, responsiveness, and dedication to solving their toughest technology challenges.

Contact us at GoMindsight.com.

For Further Reading:

Case Study: Managed Services Case Study

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