@scottalanmiller said:
@Dashrender said:
As for the rest, MSP's really everyone exists in a bubble? I understand that a customer wants a single throat to chock, but at the same time on the back end if Tech A assigned to that account is out.. would not Tech B go assuming they were free, etc?
Coverage and team isn't really the same. Sure, they will have coverage, but that doesn't mean that they are likely to consult each other about practices. At NTG, for example, if something is being architected the engineer in question has to have it peer reviewed. I do a lot of that peer review. I ask a lot of questions like "why this technology", "have you looked at this", "how will this or that be addressed", "what is the cost", "have we talked to management about risk or cost, etc." It's often pretty lengthy.
That's what most MSPs don't do. Most internal IT doesn't either. If someone is out and someone else takes the calls, sure, they "all" do that.
I can attest to how long some of these consult calls go. We meet with the customer to gain information to what they need, and then we had a discussion internally that was many times three to four times the length of the consult with the customer, which is how it should be. They tell us what they want in mostly broad and some specific terms, and then we figure out what will be the best solution. But yeah, for one customer in particular, the meetup with @NetworkNerd and I was 45 minutes or so. The internal discussion between @NetworkNerd, @FiyaFly, @scottalanmiller and myself was at least 3 hours, if not longer.