The on-call
eight.
The engineers who’d actually be on your account this quarter. Not a triage line in another time zone — eight named people you’ll have met before you sign.
Four phases.
No reset button.
Most MSPs sell a sales process and call it onboarding. Ours is a working method we've used on every engagement since 2014. The phases overlap, but the order doesn't change.
Half a day on-site. Meet your office manager, your two power users, the partner whose laptop is always slowest. We bring no pitch deck. We leave with a one-page list of what hurts.
Document everything. Fix the urgent stuff in week one. Close the gaps that an auditor or an attacker would find first. End with a written posture report at month one.
Flat per-user monthly. Real engineers you've met. On-call rotation published on the client portal. Tickets answered within an SLA we publish, by people who own the answer.
Two hours with your partners. Budget for the next twelve months, risk register, roadmap. No surprise line items between meetings. Most of our clients keep this on their calendar permanently.