Sample kit for managed services

This five-part online seminar series was recorded on February 22, 2021. After booking, you will receive the download link to the recording and can use it for your entire company.

Christian Kordt, Sabine Brüggemann and Hanne Kaup explain why and with which “contracts” the sale of managed services can be optimally successful and how SYNAXON Managed Services enable a simple and smooth start.

Based on tried and tested service descriptions Sabine Brüggemann and Christian Kordt present the individual components from which the participants can use a "contract kit" in conjunction with the General Terms and Conditions (Terms and Conditions) can design or optimize their own service offerings.

In the third part, the calculation and explains how to determine the correct price.

The integration of the Data processing agreement The fourth part focuses on a sample contract.

Successful Sales approaches with handouts to get you started Christian Kordt and Hanne Kaup round off the online seminar series.

Contents

 Part 1: Fundamentals of Managed Services and Terms and Conditions as a Contractual Framework

Sabine Brüggemann and Christian Kordt

• Basic classification / type of contract: Contract for work or services
• Service description and terms and conditions or individual contract
• General information about terms and conditions: What are terms and conditions? How do they become part of a contract?
• Discussion of sample terms and conditions for managed services

Part 2: Service descriptions for managed services

Sabine Brüggemann and Christian Kordt

• Performance description as a benchmark for the quality of the service
• Performance description as a comparison criterion for different providers
• Performance specifications as an essential part of the contract
• What should specifications contain?
• How do I deal with liability risks (e.g., patch management, backup)?         

Discussion of examples:

1. Performance (Desktop Management)
2. Performance (Antivirus Management)
3. Performance (Online Backup)

Part 3: Calculation of Managed Service Offers

Christian Kordt

Pricing for Managed Services using the example of “Desktop & Antivirus Management”

• Various options for pricing
• concrete calculation using a sample template
• The five factors for successful managed services

Part 4: Data Processing Agreement (DPA)

 Sabine Brüggemann and Christian Kordt

• Requirement of a data processing agreement
• Content of a data processing agreement
• Sample contract
• Creation of TOMs (Technical and Organizational Measures)

Part 5: Sales and Marketing of Managed Services

Christian Kordt and Hanne Kaup

• Successful sales approaches
• New customer offer
• Sales handouts (one-pager)
• Objection topics

Documentation package (sample kit) for getting started, consisting of sample templates for

Contract templates:

• Terms and Conditions Template for Managed Services
• Sample Data Processing Agreement for Managed Services

Service descriptions for the order confirmations:

• Service description Desktop Management Basic
• Service description Server Management Basic
• Service description Antivirus Management Basic
• Service description PC-SPECIALIST service package

Spreadsheets:

• IDA calculator (IDA = IT documentation & analysis)
• IDA template (Excel)
• IDA template (Word)
• Managed Services Spreadsheet

Sales handouts:

• Postmailing – Desktop Management
• Sales copy for antivirus management
• Sales text Desktop Management
• Sales text Server Management 

Protocol for setting up data backup

Teaching team:
Christian Kordt He was the owner of the IT systems house pixelprofil for 15 years, a long-time SYNAXON partner advisory board member, and a founding member of the IT-SERVICE.NETWORK. Since 2016, he has been responsible for SYNAXON Managed Services as a product manager and knows the challenges of implementing managed services for customers from his own experience.

Sabine Brüggemann She is a lawyer and has been legal counsel for SYNAXON AG since 2001. She supports einsnulleins GmbH (a system house subsidiary of SYNAXON AG) in all legal matters and contractual issues.

Hanne Kaup For years, she and her team have been managing the marketing collaborations of SYNAXON AG and are jointly responsible for the development of new services for PC-SPECIALIST and IT-SERVICE.NETWORK, including the development of sales and marketing support for managed services.