New Client Onboarding FAQ

Frequently Asked Questions

Have questions about our new client onboarding process? We have answers!

General

What is onboarding?

With the initial onboarding process, we get to know how your business works, and you get to see how we operate as your IT department. Our goal is to develop a plan to bring your current infrastructure up to date, resolve any current risk factors, and target inefficiencies your organization may be struggling with.

By following a standard onboarding process we can establish a strong line of communication, set clear expectations, and form the foundations of trust from the very beginning of the managed IT services engagement – before we implement major changes or commit to a long-term service agreement.

Does our business need onboarding before we start a managed IT services plan?

Positively, 100%, yes!

As a managed IT service provider (MSP), it’s absolutely critical that we put in the work of onboarding to gain a full and clear understanding of your critical network, hardware, software, and data systems – before we are able to take responsibility for supporting those IT systems.

That’s why it’s essential for all new clients to complete our onboarding process first. We also need to make sure that your business is 100% prepared to have an MSP function as your outsourced IT department. MSPs (and their clients) who fail to properly complete onboarding face an increased risk of running into problems down the road: completing a proper onboarding process from the start will save both parties trouble in the future.

Our IT systems are new, 100% operational, and well-documented. Is onboarding still required?

Yes, onboarding is required for all new clients.

Even if a new client says they have brand-new IT systems and immaculate, thorough documentation, we still approach onboarding with a “trust, but verify” methodology to ensure we have an accurate accounting of your IT systems – and to help avoid issues later on that were caused by skipping steps (or bypassing onboarding all together).

How long does onboarding take?

We require at least 30 days to complete onboarding.

Fees and Support

Is there an extra fee for onboarding?

No, there is no extra fee for onboarding. Onboarding is included with the first month of your managed IT services plan.

Can our users submit support requests during the onboarding period?

Yes, once a user has been registered in our system with their name, email, phone, and a list of the computers they use, they can submit support requests.

What if something breaks, and we need it fixed during onboarding, is it covered?

During onboarding, we can remediate (fix) support requests on a best effort basis only. We may charge an additional fee to remediate support requests during the onboarding period.

After onboarding is completed, and we need something fixed, is it covered?

Yes, with a few exceptions. For example, any hardware replacements or adds/moves/changes are not covered under the managed IT services monthly premium, and are billed as a one-time project fee.

Replacements, Upgrades, Projects

What if we have an urgent need to replace a critical hardware device, or configure a new software app? Do we have to wait until after the onboarding period?

Generally speaking, we do not start any new projects until onboarding is completed (in the same way a doctor wouldn’t start an operation before necessary examinations and tests were completed first).

However, if there is an immediate and urgent need to replace a critical piece of hardware (like a failed network router) or install new software (like wiping a PC with a new OS to clear a ransomware infection), we may start new projects during the onboarding period on a case-by-case basis, and only in emergency situations where a client is suffering from significant down-time.

Do we have to replace our computers, or upgrade our network hardware as part of onboarding?

No. While some MSPs require their new customers to immediately replace/upgrade their systems if they don’t conform to their “IT stack”, we do not place such restrictions on new clients. In other words, we don’t force you to incur additional capital expense, and we can work with your existing computers and network during onboarding.

Other

What happens after onboarding is completed?

Once a new client completes onboarding and signs a managed IT services agreement, we switch to “support & maintenance mode” and begin full support service (remote and on-site), change administrative passwords (for security), enable automatic monthly billing, provide monthly status reporting, and schedule quarterly business reviews.

How do we transition away from our current IT person/company?

Many of our new small business clients are looking to transition away from their current 3rd-party IT provider, whether its an individual tech or another MSP company.

From the start of our onboarding, we encourage new clients to notify their current IT provider of their intent to cancel service, and to explicitly authorize Silverleaf as the new administrative IT contact.

This way, we are able to work with your previous IT admin to help ensure a smooth “transition of power” – much of which involves securely receiving sensitive admin passwords from them.

At the end of onboarding, we officially transfer control of administrative IT functions away from your old provider by changing your passwords.

How do we start onboarding?

New clients may get a quote and a FREE IT Consultation & Network Assessment.

More information

Have a question and you don’t see the answer above? Contact us