Make Sure The Client Knows Its Role In The Relationship
Burke, of Quest Technology Management, offers disaster recovery as an example of clearly spelling out the roles of the client and the service provider.
He offered these three questions that need to clearly spell out roles and responsibilities: Which side ensures the backups are happening? Who is testing the data backups? Who is testing the recovery process to ensure a client can recover?
"Often times, different levels of management and technical teams have different understandings of expectations," he said in an email response to ITBestOfBreed. "An MSP may be simply providing a target for [Backup-as-a-Service]; however, the client’s executive management [may think it has] outsourced the entire DR process."