Commercial Integrator May 2023 - 9

are any billing or payment issues, it's important
to address them promptly and
find a mutually agreeable solution.
6. Consider offering incentives for timely
payment. We do have preferential pricing
for clients who are auto-paying via
ACH. For those who are experiencing
financial difficulty, we may get creative
to offer discounts or other incentives
to encourage clients to pay on time or
come up with a plan that helps them
get through their current situation. This
builds further trust in the relationship.
Angel R. Rojas, Jr. (DataCorps Technology
Solutions): Communication is key: Do
it early and do it often. Communicate clear
expectations, and don't be afraid to use
a late fee and interest as tools to help the
client understand that prompt payment is
appreciated.
Sean Jennings (CIM Solutions): I try to
avoid billing issues from the start, but they
do come up. I will review their bill and then
set up a call to review their concerns, as
well as to review why the bill is/was done
the way it was.
CI: If your client doesn't take cybersecurity
seriously and/or introduces
unnecessary vulnerabilities,
what are best practices for helping
them make change?
Kordell: If our client doesn't take cybersecurity
seriously and/or introduces unnecessary
vulnerabilities, we do the following:
1. Educate the client, referencing news
stories, as well as anecdotal stories from
our own clients and experiences, to try
to expand how they perceive threats
to their own livelihood. We also talk
to them about cyber insurance and/or
compliance requirements, why the insurance
providers or regulators have the
requirements that they do and how we
address those concerns. We especially
point out the liability that can arise if they
don't address those requirements.
2. Perform a risk assessment. Depending
on the circumstances, we may offer to
perform a free or paid assessment, where
we would compile a series of executive
reports to expand their perception of risk
through a greater understanding of their
own security posture.
3. Recommend specific solutions based
commercialintegrator.com
on the results of the risk assessment.
This could include implementing email
and spear-phishing protection, managed
detection and response (MDR),
regulated data detection and protection,
and other security measures.
4. Enforce consequences as noted in the
service agreement. We make it clear to
the client that there will be consequences
if they continue to ignore cybersecurity
risks. This could include termination
of service, penalties or other measures,
depending on the severity of the issue.
decline of service letter. This will normally
get them to understand the risks they are
now assuming by declining the service.
CI: How do you deescalate the
situation when your client and
your business encounter a dispute
about either service levels or support
hours?
Kordell: When a client has a dispute about
either service levels or support hours, we
do the following:
1. Take the time to listen to the client's
'We cannot make clients do anything. You always
have the choice to discontinue servicing them by
adopting terms according to which you are willing
to provide services.' - Angel R. Rojas, Jr., DataCorps
Technology Solutions
5. Encourage the client to foster a culture of
security by promoting best practices and
making cybersecurity a priority. This can
help to ensure that the client takes cybersecurity
seriously and continues to make
changes over time. In support of this, we
offer cybersecurity-awareness training,
phish testing and dark-web scanning,
with reporting and a client portal.
Rojas: Understand that you cannot
make anyone change anything that they
do not want to change. They are in control,
and they are telling you they either do not
understand the risk or are willing to accept
the risk. It is your job to determine which
position they are coming from. If they do
not understand the risk, ask them how you
can help them understand it. If they are
willing to accept the risk, document it and
advise them that you understand they've
chosen to accept the risk despite your
recommendation against it. Remember, it is
their business and their money. We cannot
make clients do anything. You always have
the choice to discontinue servicing them by
adopting terms according to which you are
willing to provide services. If the risk they
are accepting entails a risk to you as an MSP,
you should consider exercising your terms
and refusing to provide services.
Jennings: If we propose a solution to a
client that we feel is important to their business
and their security and they decline it,
then I will get them to sign a hold harmless/
concerns and understand their perspective.
This shows that we value their input
and that we're willing to work toward a
resolution.
2. Stay calm and professional, even in the
face of frustration or anger from the
client. This helps to deescalate the situation
and prevent it from getting worse.
3. Review the service agreement, as well
as any other relevant documentation,
with the client. Explain the terms and
conditions of the service and what is
(and isn't) covered by support.
4. Offer a solution to the dispute, taking
into account the needs of both the client
and our business. We are open to compromise
and willing to find a mutually
acceptable solution.
5. Document the resolution of the dispute
and any changes made to the service
agreement.
Rojas: Show up in person. Break
bread and talk about it. Nothing beats a
conversation to discuss what happened.
Seek to understand by asking questions.
Lead with, " Help me understand... " to
disarm the situation. And be humble about
receiving the feedback.
Jennings: I will normally refer them
to their agreement/contract/quote and
highlight the terms/sections that outline
the terms that are disputing. If we are at
fault, then I will work with the client and my
team to resolve the issue.
MAY 2023 Commercial Integrator
9
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Commercial Integrator May 2023

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