How MSPs Can Set Expectations for BDR Customers
Potential data backup and disaster recovery (BDR) customers may not know what to expect from a BDR offering, and that’s okay. As a managed service provider (MSP), it’s your job to educate and set expectations from the start. But what expectations should you set?
“Often times our customers really need an education in backup,” CCNS Consulting owner Karl Bickmore told MSPmentor in an interview.
Bickmore said customers are either unsure of what to expect from BDR, or “their expectations are way off from reality.”
Before potential customers set their own expectations, it’s important for an MSP to make the first move. Bickmore suggested that an MSP may want to set the following expectations for BDR customers.
Capacity planning for disk space
“At CCNS our process is to add up all the space used and ensure that space takes no more than 50 percent of the BDR’s capacity,” he said.
His reasoning for this is simple: Reveal how important it is to understand the growth pattern of data and the retention of the backup unit so customers don’t question your device recommendation. Educate customers on why a larger, more expensive device is needed.
Backing up desktops and/or servers
Explain desktop backup to customers, Bickmore said, even though they usually don’t want it.
“Oftentimes client think that because they bought backup for their server that their workstations are now backed up,” he said. “Many networks today are designed so all pertinent critical data doesn’t reside on the desktop. As such, desktop backup is not needed.”
Bickmore said it’s important to emphasize this in the sales process, before there is an issue. Point out that desktop backup needs to be purchased if that’s what they want.
Working in disaster recovery mode
Disaster recovery mode is to be used as little as possible, he said, and this needs to be explained to customers.
“And, if activation in the data center is needed, that performance will be even worse,” he said. “The BDR devices handle disasters and should only be used for that.”
Bickmore recently spoke with MSPmentor on how MSPs can leverage BDR Microsoft (MSFT) Windows 2003 server migrations.
