RMV Details
In order to improve matching of completed RMV forms to the correct client in Control and to ensure the Last RMV date is correct, please use the RMV Form links in control which will pre-populate Client Name and Tech Name below:
STOP - you will not be able to submit this form because you didn't initiate it from Control, like noted above. This is now required for 'Create a Project action for me' type stuff to work and link up correctly
Hidden
MM slash DD slash YYYY
Hidden
Hidden
Hidden
Hidden
Hidden
Hidden
Hidden
Hidden
Network audits are for when you are checking another tech's work to ensure they didn't miss anything.
Quick RMVs are shorter and should be done at whatever frequency is specified in
Control. A Full RMV should be done if you are taking over as Lead Tech from another RMTT Tech. A Full RMV will have you verify some things that haven't been checked since the initial cutover. New Client Audit is a sales tool with the intent of gathering information about what a client will need to get 'caught up'. Cutover is when we are taking over a new client the first time. NCA and Cutover is for when they've already signed with us, but a New Client Audit hasn't yet been done, so we still need to provide them with a catch up quote. Full descriptions of RMV types available
hereAre you doing this RMV as a result of a Lead Tech Transition? Reminder, it should be a full to make sure nothing is missed.
Previous guidance was 1 out of every 4 RMVs should be a full. We've pulled that back are recommending Full RMVs when a major change has taken place such as a new lead tech, new server, extended amount of time has passed. If this meets any of those criteria, please choose Full on the above question instead. If you plan on having the secondary tech do the next Full, please work with them and dispatch to get that scheduled
You have selected a New Client Audit. An NCA typically happens in the sales process before a customer has committed to work with RMTT. If they've already committed to work with RMTT, you may want to choose an NCA and Cutover instead. The goal of an NCA is to find any red flags in a client's network so that we can come up with a proposal or "catch up quote" of what all needs to be done to get them in good shape. These are 'look but don't touch' questions. Upon completion, you will be emailed a copy of your answers with sales cc'd so that you can work with the sales rep on the "catch up quote". Unless otherwise specified, NCA's should be Zero Billed
You have selected a cutover. A cutover should only happen after a client has committed to working with RMTT and if they've already had an NCA done as part of the sales process. If an NCA hasn't been done already - you probably want to choose NCA and Cutover instead. The goal of a cutover is to cutover all services to RMTT and remove any prior IT company's tools. You may also be addressing items identified in the NCA, be sure to work with the sales rep to ensure you have an understanding of all things to be addressed. Unless otherwise specified, Cutovers are billable
You have selected an NCA and Cutover. An NCA and Cutover should happen after a client has already committed to working with RMTT, but has not had an NCA as part of the sales process. The goal of an NCA and Cutover is to find any red flags in a client's network so that we can come up with a proposal or "catch up quote" for what all needs to be done to get them in good shape. As well as to cutover all services to RMTT and remove any prior IT company's tools. Unless otherwise specified, NCA and Cutovers are billable.
If they don't have any of these items, uncheck - it will make the RMV go much quicker. Uncheck on a New Client Audit as well.
Primary Contact Check-in
If you choose yes, you will be presented with a next page of questions to send a 121 point inspection type report you'd get from an auto shop to the primary contact.
Pay attention to any recurring issues and if we need a make any systemic or overhaul changes. IE, printers keep going offline, or Bob's computer keeps rebooting randomly
(New 3/2021) In Control>Client Notes - add how they would like to be contacted if we get alerted of an issues. IE, fine to call 24/7. Only call after 7:00AM. Email only. Email work address as well as 3031234567@vtext.com, Any information that would make the person checking for server outages in the morning have a better chance of getting a hold of the right person at the right time with the right method.
For example, Teams just added the option to do a poll during a meeting, this client is a heavy teams user and might really appreciate that. Basically - you know this client well, is there anything you can share with them that would help them out?
The goal is to get a list of what you should be on the lookout for as you're working through this list. Overall slowness? Wifi stinks? They don't like their email system? Want to be able to send encrypted emails and can't?
Client Overall
For quoting Proactive, etc
For quoting Proactive, etc
For quoting Proactive, etc
For quoting email, etc
For quoting email, etc
Which of these items were not filled in correctly?
Primary Contact identified, Industry selected, Platform selected, All usernames/passwords, Business Hours, Backup details, Email Service, Proofpoint, VPN details, File Services details, Expected Speed, Dental details, Comcast account number, etc. If I were another tech, I could definitely help this client based on
Control info
Secondary tech should be able to cover for you at this client if you were out for an extended period of time. Secondary tech should not be remote (unless client is too). Is the person listed up for the task? Should you schedule a time to give them a run through? Should they do a Full RMV here to give them a better grasp of the network and check your work? If any tech should be able to walk in here with no problems whatsoever, set secondary tech to Next Tech Up (vs. blank)
Use the Control
password generator to create complex passwords to replace default or weak passwords. If client does not meet RMTT Standard, note why in Control>Key Info Notes
Verify all items in
Control under open actions are addressed and flag is cleared
Hidden
Win7 EOL was Jan 2020, start warning and coming up with a gameplan now. You can send them a report if they have proactive: reports (top nav)>Devices>Proactive Devices>Client. you can calo buy another year of win7 support:
Buy Win7 Extended SupportLog into
Control, under the activity tab, look through all the alerts and make any necessary fixes - when done, click mark as addressed
Proactive Setup
This allows resetting passwords, etc via n-central without having to log in to the console, enter passwords, etc. Big time saver.
How-ToEspecially with dentals as these require more steps
Backup
Acronis is the RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
If there are multiple onsite backups and any are Files and Folders, choose Files and Folders
Occasionally a backup plan is initially setup for just files and folders to save space or to mirror a previous backup solution's dataset. Is that still appropriate? If it won't cost the client too much more, should we make the switch? This could definitely have been the case for SOS customers
Time to upgrade them to a NAS for backup? Use the RMV summary green/yellow/red to help with this
Even if backup is reporting successful - it's imperative to actually do a test restore to ensure backups are working. We have definitely seen success misreported
Acronis is the RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
If there are multiple offsite backups and any are Files and Folders, choose Files and Folders
Occasionally a backup plan is initially setup for just files and folders to save space or to mirror a previous backup solution's dataset. Is that still appropriate? If it won't cost the client too much more, should we make the switch? This could definitely have been the case for SOS customers
Even if backup is reporting successful - it's imperative to actually do a test restore to ensure backups are working. We have definitely seen success misreported
If Acronis, here's a
How to. Datto/WSB/Veeam have other methods
Acronis wiki. We've changed the recommendation a couple times with regard to how to setup backup plans. Also ensure that Active Protection is in desired state. Be sure to set No Successful backups for specified number of consecutive days setting. This also includes setting up an entire machine backup to a local device (even if you also use WSB)
Recommendation is one backup plan to local and separate backup plan to Cloud. No longer recommended to have one backup plan that goes to local and replicates to cloud. Follow
this wiki to separate single backup plans with replication to cloud without reseeding
client > settings > agents and selecting the agent and click "upgrade agent". Do not do this for Synology/Docker
Datasets are more commonly missed. If they replaced a server, make sure to delete the old server's data (if that's what the client wants)
There will be scheduled tasks for: RMTT_Backup Success/Failure - run them and verify they are received in the Alerts section of the Activity Tab. You will have to click Showing Open Alerts to toggle and see all. This is the new way to test vs. checking the support@ mailbox
Print out list of dataset or otherwise show to customer and have them verify that it's everything. Protip - do c:\shares and put all shares there, that way new shares would more likely be included in backup set. Don't forget Quickbooks file.
Are drives failing or filling up? Should we replace with a Synology?
If we'll be quoting any backup solutions, what is the size of the dataset we should quote based upon?
Put 0 if backup is in good shape, otherwise estimate how many hours to quote for backup catch up? Time to encrypt backup drives?
Are there any red flags? Do we need a full revamp? New hardware? New software? Mission critical product like Datto or similar?
Server (General)
Since they do not use Proactive, manually add server with service tag to Control>Key Info>Devices. This will still allow us to track warranties and retire dates (and send related emails)
In
Control>Key Info>Devices>Additional Info>Retire Date. (on each server)
Domain is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
Is hardware old? Is Server OS end of life?
How many hours should we quote for a full server replacement?
Look for everything, VPN, LogMeIn, Bomgar, TeamViewer, MSP Software, ports in Firewall, Access Points from their Controller. It's embarrassing when the old IT company calls to have the customer remove it because we missed it.
you can use your phone via web interface of
ControlRun a self test if you're unsure of status.
Server (Windows)
Verify
RMTT Installer has been run on Server. Make sure to choose Server from drop down. To verify Server was selected, go to scheduled tasks and check to see if there's a task for sending WSB logs
Create new row for each server. Details on Datto conflict:
Wiki - DattoMake sure shrUsers folders are actually private if that's the client's intent
Using Server Manager can be a good way to do this
Check event log to see if there are many failed logon attempts (even if RDP isn't open publicly).
most brute force attempts use administrator for username, changing to superman helps alleviate this issue. If client does not meet RMTT Standard, note why in Control>Key Info Notes
If cutting over from prior IT provider, always a good idea to change the password. Use password generator in Control
If the admin password is changed, any scheduled tasks that are based on that admin account will no longer work - so this check is to verify that all scheduled tasks are still running
If the admin password is changed, any services that are based on that admin account will no longer work - so this check is to verify that all services are still running
Remove/disable any old users/former employee. You can run this command in powershell on a domain controller to create a list:
never logged in users:
Get-ADUser -Filter {(lastlogontimestamp -notlike "*") -and (enabled -eq $true)} | Select Name,DistinguishedName
users not logged in for 90 days:
$date1= (Get-Date).AddDays(-90)
Get-ADUser -Properties LastLogonDate -Filter {LastLogonDate -lt $date1} | ft
Verify only authorized users are members of Domain Admins group or any other group with admin rights. Check effective permissions on a share that should be locked down and ensure it's correct.
Wiki - DNS Scavenging. FYI, this link is part of the n-central setup doc, but perfectly describes setting up DNS Scavenging.
Key Info>Devices Tab. Category = Mapped Drive. Descriptor = Drive Letter. Name = UNC. (i) has a spot to check if deployed via GPO. NBC should probably be checked so that there's a reminder on new builds to ensure drives are mapped properly. Mapping drives via GPO is the RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
How to:
Print Management via GPO. RMTT Standard is to deploy printers via GPO. If client does not meet RMTT Standard, note why in Control>Key Info Notes
Even if you didn't buy an iDrac, there probably is an iDrac express. Setup with these
steps. iDrac Standard (not express) is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
Is there actually redundancy to the RAID Array, or did some bonehead set it to stripe. If you aren't comfortable with the current RAID configuration, make a gameplan to change it. Reminder, you should be able to pull this info from iDRAC or OMSA on a Dell. RAID 1 or greater is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
Are any drives already failed? Throwing SMART errors?
Lots of old Cornerstone whitebox servers have software RAIDs which are not recommended. If you see a software RAID, it's probably time to quote a new server.
Really only works well on bare metal servers, but if they have a battery backup, we should have PowerChute or similar software gracefully shutdown on extended power failures
babysit these, don't assume a server that is way behind will update smoothly. Reboot/update until fully caught up (the reboot part is usually where bad things happen).
Is DNS correct? Are old domain controllers properly demoted? Is this thing just limping along or actively maintained?
Server (Mac)
If cutting over from prior IT provider, always a good idea to change the password. Use password generator in Control
Server (Synology)
most brute force attempts use administrator for username, changing to superman helps alleviate this issue
Is there actually redundancy to the RAID Array, or did some bonehead set it to stripe. If you aren't comfortable with the current RAID configuration, make a gameplan to change it.
Under Key Info>Setup>Backup Strategy
If you decide quickconnect is appropriate
How-ToAs a security measure against brute force via quickconnect
Lots of brute force hacking via QuickConnect - setup OpenVPN or Proactive to allow us remote access for administration as a more secure method. Be sure to update Control with access instructions
If Synology data is mission critical, would a high availability setup be a good recommendation? Customer Summary may be a good way to pitch this
Synology HA
In Control Panel>Security>Account>Auto Block, make sure it's set to auto block on X failed attempts
If you use Synology for OpenVPN access, export the settings and upload to Control
Main Menu > Storage Manager > HDD/SSD > SMART Test
Login to Control Panel > Security > Check Enhance browser compatibility by skipping IP checking
probably only need to do this if you aren't/weren't getting notifications
How-To. This enables restore previous versions from Windows (if btrfs is used)
Verify we have credentials for synology account that has device registered (will need this for any warranty work)
Server (final)
Don't schedule it, actually reboot it and make sure it comes back up smoothly and no issues after reboot.
Windows - RMTT Installer creates a scheduled task that you can use
How many hours should we quote to get server cleaned up and in good shape? Is there DNS cleanup needed?
Any red flags? What else should be considered when putting together a quote for the server situation for this client? Other notes on how long server will last?
Hypervisor
If cutting over from prior IT provider, always a good idea to change the password. Use password generator in Control
Even if we don't monitor with Proactive, it's good to have the server service tag in there because Control will still pick up warranty details
It's easy to get in the habit of installing ESXi when a server is deployed and never upgrading again. This is bad news from a security and feature perspective. Please upgrade or schedule some time to do so.
Hint, there should be 0 unless you're actively working on something
Any red flags?
Workstations
Take a sample of the various types of workstations to get an overall sense of health. Examples of Type: operatory, admin, power user. at the end of this section you're going to be asked how many hours it will take to get workstations in good shape, this question is to help you get at that answer as best you can
Run
RMTT Installer on ALL workstations. Make sure to choose appropriate OS from drop down
When Susan is now using Bob-pc (who was fired 3 years ago) it's very confusing. Also confusing when they ask for a list of computers Proactive is installed on (Bob left 3 years ago, why are we paying for that.... Well it's actually Susan's computer is a bad answer to have to give). You can do this from the command line to speed things up:
WikiIf the client had a report of all devices in Proactive - they'd be able to match it with actual machines in the office. If you need stickers, ask Dispatch. If you don't like the stickers, use the label maker you've been provided. Again, If not labeled, they will have a hard time understanding which machine is Susans.
Verify all software that should be installed on a new install is documented in Control>Key Info>Software and that the NBC checklist box is checked. Go to Control>Key Info>(three bars)>New Build Checklist to verify that if someone else had to install a new computer at this office, they'd have all the info they need
Many clients (especially dentals) use wireless keyboards, when they shit the bed and they don't have a backup wired keyboard around it can be far more urgent/devastating that you'd think.
How many hours should we quote for all workstations to cutover to RMTT? Think removing old AV, Windows Updates, Dell Updates, Join domain, Install Proactive, RAM and/or SSD upgrades, etc.
Enter details here about how many should be replaced, upgraded, and any other details that would help with the catch up quote. Should we upgrade Office?
Firewall/Networking Equipment/ISP
Should we address heat issues with their setup?
Document in Control as well
Key Info>(i) Next to WAN Address>Account Number. Without this we will not be able to call ISP on their behalf and therefore cannot help them when they are down
Document in Control>Key Info>Internet (i)>Expected Speed
Are above speeds adequate for company size, cloud use, etc?
Zoom requires around ~3.5MB upload per connection, is there enough bandwidth to go around? If not, rope in the sales rep to help get a quote for upgraded service
Do they want our help with a new phone system like Comcast BVE or similar? We need to be careful about recommending VoIP, but probably better to be a part of the conversation than not at all. We can at least provide a list of vendor options
pfSense is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
If cutting over from prior IT provider, always a good idea to change the password. Use password generator in Control
Ensure there aren't any old or lax rules or port forwards. Make sure no DMZ are setup. Make sure RDP isn't open to the world. Make sure they have a real firewall at all and not just an ISP modem. Make recommendations for a new firewall
Or if you don't want to put in
Control (not recommended), note in other field where you put it otherwise
RMTT Standard is latest version of firewall firmware. If client does not meet RMTT Standard, note why in Control>Key Info Notes
create a new row for each switch. RMTT Standard is Unifi and 1Gb minimum. If client does not meet RMTT Standard, note why in Control>Key Info Notes
Unifi is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
is the switch and the firewall and ISP equipment piled on top of one another and on top of the server itself? Can it be mounted on a backboard? Placed on a shelf? Is all equipment labelled?
This is not usually covered in flat fee, but we should do it
How many hours should we quote for everything you've recommended fixing in this section?
Any red flags? What shape is the server room in, any recommendations we should make? AC Unit? Improved airflow? Old equipment to remove? How much should we quote for recycling?
Cabling
Check all that apply
Check all that apply
What shape is the cabling in?
This is not usually covered in flat fee, but we should do it
Any red flags? Anything else to note specific about cabling?
pfSense
you can upgrade to the latest pfSense version without a reboot from the CLI:
How To. Probably not a good idea to do this remotely just in case it doesn't go well. There have been reported issues with doing a CLI update to 21.05. RMTT Standard is to run latest firmware. If client does not meet RMTT Standard, note why in Control>Key Info Notes
32bit x86 nanobsd hardware can no longer be updated past 2.3.X, which is no longer getting updates. If that's the case, quote them new hardware. RMTT Standard is non-EOL Hardware. If client does not meet RMTT Standard, note why in Control>Key Info Notes
edit C:\Program Files (x86)\RMTT\Tools\pfSenseBackupTask.bat and make sure username and password are correct and verify you are getting backups to C:\Program Files (x86)\RMTT\PFBackup. Make sure the schedule task is running.
someone let BH know when this question has done its job and is no longer needed (at least on the Quick RMV)
Instructions available
here Instructions available
here any red flags?
Unifi
Go to your site, click on the little bell in the lower left to check for alerts. Address
any red flags?
Cloudtrax
We haven't sold Cloudtrax in a long time, hardware is probably close to EOL. Should we flip them to unifi?
PCI Compliance
Document scan site username/password in key info, etc.
Wattbox
Proactive
Is
proactive an accurate number to bill from (if not add details to notes at end)
Is
Deploy Proactive via Group Policy. If not, note why. Make sure script points to https://downloads.rmtt.com/WindowsAgentSetup.exe for download (not old /wp-admin location)
If it’s red – generally a service isn’t started (should be alerting under monitoring if this is the case), or the Agent failed to update properly. If service is started, reinstall app using this
wikiset filter to no agent checkin in X days and sort by Agent Version... no agent version then it's not actually installed. Manually install if device exists or delete
You can expose the filter in your dropdown by going to Configuration > Filters and finding the filter (AV Off), clicking it and then choosing Show in my Drop-Down
Customer > Configuration > Security Manager > Security Events. Make sure the same file isn't constantly getting quarantined/flagged
First- Reset Filters to make sure you aren't hiding anything. Are there any alerts under Active Issues? If a check (ex: warranty) is alerting and doesn’t require attention, Under Monitoring, turn service check off using Toggle. Service Details for the Check, set to Monitoring > Off/Disabled (do not turn monitoring off altogether or turn thresholds off, set to off under Service Details)
Verify there are no real workstations that were discovered but not yet active (can happen if we run out of licenses)
There are a couple report options:
simple: Control>Reports>Devices>Proactive Devices>(Client)
thorough: (Be on terminal server>Proactive>(select client)>Reports>Report Manager>Hardware Summary report>(select client and details you want)
Domain/Email
Once entered in Control, it will automatically pull expiration date and flag an alert if it's coming up in the next 3 months. if you won't want to do that for some reason, put expiration date in other field. This also helps with matching for Actions.
Adding to our GoDaddy pro allows us to manage their DNS, etc. without having to track down their passwords every time they change them.
How To. Make sure you check the GoDaddy Pro checkbox in Control
Document in Control>Key Info
Are they on something old school without needed features? Do they need mail encryption?
If we're going to pitch a migration, should we be pitching MigrationWiz as well
Do they have a service like Proofpoint
and make sure email addresses are ones that are checked for ICANN verifications
Make sure there aren't any legacy MX records lingering and the priorities look good
Often times the registrar lookup will show TuCows or similar, but the actual registrar where you can login is someone different. Update who the reseller is under the (i) button next to the domain under Key Info>Domains
Verify we have accurate logon information documented in Control
Are we migrating them to a new registrar or email provider?
Any red flags? Should we switch email provider? Add backup service to email (like Acronis to Office 365 or G Suite)?
On-site Exchange
Question implies you'll do something if soon
Implies that it should be locked down, note why if it's not
G Suite/Google Workspace
Ideally enabled 2FA on all accounts, but at very minimum, ensure all Super Admin accounts have 2FA enabled. This can be a good selling point on getting them to buy G Suite through us instead. Once enabled for Super Admin, Control>Key Info>Email (i)>Check Two Factor Admin
Best practice is to enforce 2SV on all accounts. Once enforced, Control>Key Info>Email (i)>Check Two Factor Enforced
Vault is an awesome service for compliance, ediscovery, seeing if employees are up to no good, etc. It's included in Workspace Business Plus and up ($18/mailbox/month). If you don't want to talk to the customer, put this on the sales rep's radar.
Sometimes customers rely on us to help ensure they are not overpaying for services they don't need. Sometimes they manage these things themselves. Get clarification on this and gameplan accordingly
How to. If client does not meet RMTT Standard, note why in Control>Key Info Notes
Microsoft 365
Wiki - Setup RMTT Global Admin and ensure it has 2FA enabled. This should be done even if they are in our Partner Center since there are some things we can't do as partners. RMTT Standard is to make sure this is done.
Sometimes customers rely on us to help ensure they are not overpaying for services they don't need. Sometimes they manage these things themselves. Get clarification on this and gameplan accordingly
Ideally setup 2FA on all accounts, but on Global Admins at the very least. This can be a good selling point on getting them to buy 365 through us instead. Once enabled for Global Admin, Control>Key Info>Email (i)>Check Two Factor Admin
This will disable POP, IMAP, Basic Auth, and required MFA. Depending on when the 365 tenant was provisioned, security defaults may or may not be enabled. Unless you know of and have documented in Control a reason not to, make sure Security Defaults are enabled:
Enabling Security Defaults
How to generate report of MFA'd accounts. This needs to be done periodically as new users don't automatically get MFA enabled. This should be documented documented in Control>Key Info>Email (i)>Check Two Factor Enforced
How-to. If they are in our Partner Center, we do this globally
How To. RMTT Standard is to have all of these in place
ORCA How-to Take recommendations as appropriate for a customer. IE, you may not want to disable whitelisting
Dental
Make sure Control is updated as well
And update in Control
Instructions available
here Make sure to include manufacturer, model and serial number as that’s quite important for calling in for support.
If they have G6 or greater, we need their database password before we can do any upgrades, etc. Make sure we have it before it becomes an emergency
If you need help adding an exclusion path to Proactive, ask CS
Mostly needed for Care Stream products, but verify all Dental software starts up automatically on startup
In Control>Attachments, do you see a BAA listed? If not, have them fill one out: Control>(contact record)>Forms>BAA. Copy/Paste that link and send to client to complete
Connect with sales rep if they do. Point isn't to hardsell, but to make sure they know we are available if they want it
Primary Contact Check-out
Key Info>Vendors is where to document contact information for any of the client's other vendors. IE, if you need to contact web developer for DNS changes; phone vendor for vlan/switch changes; industry software account number and vendor's support number. You can export the list of vendors by clicking the 3 bars under key info>Overview, check vendors, export selected to give the primary contact a list to verify
Do all support requests need to be approved by Bob? For existing customers we redefined what should go in each of these places. Dispatch alerts shouldn't have key info and client notes - those go elsewhere. Check examples in Control
Does any equipment need to be replaced soon? What's the timeline for a new server? What workstations are on their way out? Keep the client up to date on what upcoming costs they should plan for. Create a timeline for the next 3 pieces of equipment that need to be replaced. Keep EOL dates in mind when reviewing
Throughout this RMV there was a few places where you could have created a list to share with the primary contact at checkout. This question is a reminder to share those lists to ensure they are pruned down correctly
You just make a ton of changes, tell them there can be over 300 things to check/change on an RMV. Have a discussion with the primary contact/owner/anyone that will listen about this. Let them know to expect to have some hiccups as we get them in better shape for the long run.
9 times out of 10, when we do a cutover - there's something that doesn't go 100% correct. It's highly recommend you plan to be onsite the next day to clear up any issues. Even if you just hang out and take other remote things from their office. Makes us look like heros.
If they don't have recommended backup, firewall, AV, etc. Go to Control>Communications Tab>Declined Services. Check which services they are declining and either generate a link or an email.
Declined Services How To. If you've already asked them about this multiple times, create an action for the sales rep to follow up
So they can know when to expect reboots to have happened. Device > settings > Maintenance Windows. By default all servers should apply updates/reboot on Tuesday mornings around 3AM and all workstations should be doing the same on Wed around 3AM
They can leave us feedback either of these ways or call Eric or Brandon directly
Feel free to give the customer your direct dial and email address, but let them know that the best way to get a hold of us is through the main number
Summary and Notes
If this client cleaned up all or most of the things you've noted, how many hours per month would you think they'd need if they went flat fee? Do not share number with client yet - this is just to start a conversation between you and sales.
this is automatically calculated from all the time you noted in sections above. Make note below if this seems way off. Do not share number with client yet - this is just to start a conversation between you and sales.
So that we have this all in one summary here at the end... What services do they not have now, that they need? Follow up with a quote
Is the client in good shape overall? If not, make recommendations, document in
control, leave a paper trail to CYA
What is going on at this client that is different than
RMTT Standards. Document in Control
What else needs to be addressed? What are future plans?
What else do we need to know about this customer to provide a good overview of what needs to be done to get them caught up? Are total hours added up above correct? What can go wrong when we take over? Are they way behind on versions and getting caught up make not go smoothly?
This Form
Trying to gauge how long to schedule for RMVs/Cutovers. This data will help
If you don't enter at least one character here, BH won't know you added feedback. Did you make notes in the 'other' section along the way (just type in see notes above)? Were there any questions on this form that you don't think were appropriate to be asked based on your selections? Goal is to keep improving the RMV so it's most efficient
If you didn't have time to do something and did not get it done, mark as so. Do not mark items incorrectly.
Since 2002, we’ve provided full service computer help, network support and IT consulting to hundreds of small businesses across Colorado.
