We often think of reporting as the way to alert technicians quickly if something goes wrong. If a backup failed or completed with errors, you want to let the responsible tech know and give them quick access to necessary troubleshooting information. But reporting is also important when things are going well and you want to show your customers.
Some customers don’t want to know—they trust you to handle data protection and don’t want you to bother them with the details. But others like the reassurance of successful backup notification emails—and see it as proof you’re delivering on the promised services.
Customer reporting can be simple and automated if you use a professional data protection product like SolarWinds® Backup. You can decide what level of detail to include, how often to send it, and send out the reports automatically. If your customers want to see the reports every day to know their daily backup was successful, you can set it up to send out daily. For customers who don’t want that much detail, you can choose to only notify them of successful backups and leave error notices to your technicians to resolve.
Disaster Recovery Testing
Disaster recovery testing (DR testing) is a bit more involved—but also more important. That’s why we write about it regularly. From a business perspective, DR testing can be a billable service, but it’s also an important way to demonstrate the value you’re providing.
When selling data protection services, you should already be offering “good, better, best” service tiers, at different price points. Prescribed DR testing at defined intervals can be an important part of what differentiates best from good. With it, you have documented proof you successfully backed up the data, tested the full recovery process, and found it in working order.
Regular testing is an all too often forgotten best practice—but if you build it into your data protection services and make it part of your billable services, you and your customers both win.
While you might not be able to prove a negative, with regular reporting and testing, you can reassure your customers—when disaster strikes, your data protection “insurance policy” is ready to do its job.
Carrie Reber is senior product marketing manager for SolarWinds MSP.