Dedicated vs Managed customers for MSP’s
This article explains the difference between Dedicated and Managed customers under the MSP login. We will elaborate on the differences and describe some possible use cases for the MSP, especially in cases where the Customer takes advantage of both the Dedicated as well as the Managed offering.
- A dedicated customer is a company that uses the Plan4Continuity software for their own internal purpose.
- This can be used for multiple sites and users.
- In a Dedicated customer account, the customer has full control and can create and execute their own plans.
- Vendors, Assets, etc. can be set up that is specific to this customer.
- The MSP can only access this account with explicit authorisation by the End-Customer.
- For support purposes Plan4Continuity (P4C) allows the End-user to turn On and Off the MSP access to their account in the Company->Setting section as below
- In doing so the End-customer has full control over their environment and the MSP does not assume any liability as all Plans are created by the End company user to their own specifications.
- A managed customer is a customer that is managed by the MSP as part of their service offering.
- Very often this relates to customers consuming services other than Plan4Continuity also provided by the MSP.
- A managed user does not have access to modify or create plans. Plans may be activated by a Managed customer as needed.
- All user creations and allocations are also managed by the MSP.
- This option also ensures that the customer cannot make any changes to plans that may have very specific MSP settings involved in it like VLAN or IP changes that could impact the MSP’s environment.
Dual usage Customers:
In such a case an End customer has subscribed for both the Dedicated and Managed service option OR the MSP opts to create internal plans for customers that utilize additional services provided by the MSP other than Plan4Continuity. We have included a couple of use cases below for further clarification.
NOTE: It is not advisable to use a Dedicated customer in a plan used for managed services by the MSP. This is not supported and notifications may not be received by the intended recipients at the customer site. Please see the use-cases and examples below for clarification.
Use Cases and Expamples:
Customer with a Zerto service by the MSP and Dedicated Plan4Continuity subscription:
- In such a case the MSP would create the Customer (Pepsi) a dedicated account and either create a “Managed company” called Pepsi-Managed or a Customer profile called “Zerto Managed Customers”.
- In doing so the activities performed by the MSP for the Managed service component remain separate from the Main Dedicated customer Pepsi.
- Doing this ensures that the MSP has control over which users gets alerts and that the users under Pepsi do not receive Plan notifications not relevant to them.
- A separate distribution or user notification list can be maintained by the MSP under the “Zerto Managed Customers” or the “Pepsi-Managed” profile to avoid confusion by the “Pepsi” organisational users that would need to be notified in case of a fire or similar event.
Using a “Zerto Managed Customers” vs “Pepsi-Managed”
“Zerto Managed Customers” approach:
- This approach will allow an MSP to group all customers using the “Zerto” service in this case under one grouping.
- In case of an issue with Zerto the relevant plan can be activated using “Zerto Managed Customers” in the Customer field of the Plan.
- All notification users specified under the Customer “Zerto Managed” will be notified when the plan is executed.
- The negative of this approach is that if only half the Zerto customers are impacted by an issue that all users would be notified which could cause confusion.
- This setup will work well for notifications of an upcoming upgrade or scheduled downtime.
- The roll-call feature could be used to get feedback from the customers that they agree with the time scheduled for the maintenance etc.
“Pepsi Managed” approach:
- With this approach individual customers can be added to the plan on the fly based on if there is impact to them or not. This is in relation to point 4 of the “Zerto Managed” example above.
- The same customer listing can be used to notify Managed customer of the execution of plans related to various services provided to them by the MSP.
- It is also simple to select the relevant Managed Customers, i.e. “Pepsi managed”, “Coca Cola Managed” and “Burger King Managed” etc. under the same plan.
- This allows for pointed communications to the intended recipient organisations to take place.
- For each Managed customer a Customer profile would be created, and the relevant contacts added under that Managed customer profile as shown below.