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Eureka Process(912) 388-6680
Client Welcome Initiative
Color Legend: Finance Sales Service
Pre-Launch
Sales – Client Agreement & Welcomeo Collect signed MSP Agreement.o Send signed agreement as PDF to Financeo Send MSP Welcome Letter to Decision Maker.
Finance – Setup Client & Welcomeo Create Company and Agreement in ConnectWise Manage.o Convert signed agreement to PDF, if not already, and attach the document in the
Company section of ConnectWise Manage in the Attachments Tab. Label it as “YYYY MSP Agreement”.
o Send Accounting Welcome Letter illustrating invoice schedule, invoice details, how to pay, who to contact, etc.
o Attach ACH Letter.o Verify invoice transfers over to QuickBooks.
Service – Welcome & Probe Prepo Send Service Welcome Letter introducing Service Manager, Service Team, how to create
tickets.o Send Information Request List. You may need to modify the template some to match
client’s environment.o Probe Setup (create breakout process)
Get Probe-PC from stock. If less than 2 are left, request an order to bring inventory up to 4 or more. Label PC (per Naming Standards). Attach label to front top right, or as close as
possible. Setup Windows Install ConnectWise Automate (LabTech) Agent (generic installer) Set BIOS to Power-On on power loss. Test that, on plug-in, device powers itself on and reports into Automate
(LabTech). Shutdown and pack up. Deliver to Sales Person for delivery. Notes:
This PC will show up in New Computers Do NOT turn on the “probe” function at this time
o Create company in ConnectWise Automate (LabTech). (create breakout process) Import the company from CW via System, manage integration, company sync,
get companies from CW, select new company, click import, check box create location, click save
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Eureka Process(912) 388-6680
With the client and main office location created, open the client level and add domain admin credentials.
In the Location properties, go to the Passwords tab, create a new user with the title "####LocalAdmin", username "####LocalAdmin" and set the password to a random password from PassPortal as you are documenting it there.
Open the location(s) and set the default login and deployment package within Deployment & Defaults.
With the location open, hit the Ignite tab to enable onboarding and select the managed service plans.
Move the Probe PC from New Computers location to the correct client location. Run Probe Setup Script (installs whatever tools we need) on the Probe PC
Putty Angry IP scanner LT Client Specific Agent file Perhaps vSphere
Sales Person – Initial Data Gatheringo Reach out to POC to setup a meeting. Typically, 1 hour.o Meet with POC to determine date of responsibility and date of Launch Day.
Request POC to provide contact at old MSP and/or arrange old MSP properly off-board the computers the night before Client Welcome Initiative. (As far in advance as possible.)
If meeting onsite, plug in Probe PC in server room and call support to make sure it is reporting in.
Get a fire escape plan or other document showing building layout. Review Information Request List and help POC fill it out. For each vendor, or possibly software, find out if we need to be authorized to
call in on their behalf. This is most common with ISPs and Telco’s. Get agreement on Security Standards (initialing exceptions). If meeting onsite, take pictures of server room and MDF/IDFs to help us
prepare. This will also serve as a “before” photo When you get back to the office
Input what passwords were available into PassPortal, especially Domain Admin needed for next step.
Input data gathered from Information Request List into IT Glue Save digital or scanned Information Request List to the Attachments
Tab in the Company section of ConnectWise Manage as “YYYY Information Request List”.
Upload Before Photos to client's Documents in IT Glue. Label the document “YYYY Before Photos”
Upload the marked-up floor plan as YYYY Floor Plan Service – Information Verification & Prep
o Verify we get all possible data from Information Request list from Client and Incumbent Vendor
o Make sure we have an AV uninstall tool that works and automate it.pg. 2 of 10 ©2018-2019 Eureka Process
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Eureka Process(912) 388-6680
Sales – Final Prepo Order breakfast for delivery on day of launcho Call a team meeting to:
Make sure all those involved with Client Welcome Initiative understand this process
Verify our goals in this process Assign specific duties to each individual attending. Share server room MDF/IDF photos. Tech team needs to create a patch cable list per Network Cabling Standards. Make sure needed network cables are in stock and allocated to this project.
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Eureka Process(912) 388-6680
Night Before Launch Day Sales – Prep
o Make sure we have all paper work and handouts needed and confirm breakfast is set to be delivered (mouse pads, t-shirts, etc.).
o Several copies of fire escape/building drawingso Pack needed network cables
Service – Prepo Make sure we have necessary toolso Cordless drill with bitso cans of airo alcohol wipes
Check for old vendor references remotelyo GPO?o AV?o Remote control?o RMM?o Anything referencing old vendor directly or allowing them accesso Remove if possible
Verify ConnectWise Automate (LabTech) Agent is deployed to our Probe PC(s) at the main office and any branch offices, where available.
Enable the network Probe via ConnectWise Automate (LabTech) on each Probe PC Manually deploy ConnectWise Automate (LabTech) Agent (client specific) to each DC. Deploy Automate Agent via
o Group Policy (preferred) Download the location specific MSI file from web RMM. Create a Shared Folder on the primary File Server or Domain Controller in the
root of the main data drive labeled “Software” and share it as “Software” to Everyone.
Place the MSI file in that folder, and then rename it “####-Automate_Deploy”. In the Group Policy Manager,
Create new GPO, named the same as the MSI file (minus the ".MSI") Right click the GPO and go to edit. Then navigate to Computer Config, Software Settings, Software
installation Right Click on the container and click New... Add the MSI file you just moved and click OK with the default options. Close this window. Drag and drop your new Group Policy Object to the Root folder in
Group Policy Management to link the GPO to the ad and have it start applying.
You can run gpupdate /force on clients or have them reboot.o Network probe (automate deployment tool), or
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o You can cheat and use this: https://squattingdog.net/automate-agent-deployment-tool/. It has the added benefit of removing old tools.
Create an AD user name called “####Admin” with full rightso Document in PassPortalo Set Password to the 16 or more digit password with upper, lower, number, and special
character in ito Do NOT enable windows patching at this time.
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Eureka Process(912) 388-6680
Launch Day
Sales - Launch Day meetingo Announce and serve breakfasto Introduce team present and absento Discuss how to submit tickets and the concept of MSP.o Let everyone know we are coming around to document issues, equipment, and label
equipment.o Prepare folks for some minor interruptions throughout the day, both individually and
systemically.o Meet with POC to verify acceptance of Security Standards (if not already done).
Reiterate preparations for minor interruptions throughout the day.o Upload PDF copy of completed Security Standards to IT Glue as “YYYY Security
Standards” Service – Launch Day
o Printers Print an info page from each printer. Take a photo of Serial Number if it is the
rare printer without an info page print button. Label printer. Label printer via Naming Standards (front top right of printer)
o Workstations Label each PC at the top right front right (if possible) with the actual workstation
name Interview user to determine if there are any ongoing issue. Create a ticket for any ongoing issue. If it’s minor, see if you can take care of it,
or get more info while there. Check that PC has ConnectWise Automate (LabTech) agent and Webroot Make sure PC has UPS (and it’s free of error lights) and that the PC is free of
fan/internal dust. Correct or generate ticket to correct. Clean PC, monitor, keyboard, and other peripherals that may be available.
o Server Room Label each piece of networking equipment per Naming Standards. Always aim
for the front upper right corner. Label each server per actual sever name. Log in to EVERY server and check we have a ConnectWise Automate (LabTech)
agent and our antivirus and no one else’s. Check every server for ILO access
Make sure user/pass works If not setup and or cabled up, please do so now.
This is NOT a great time to make any drastic changes. If it needs to be changed, consider ticketing it, so we can do it at another time.
o UPSes Make sure they are clean and breathing fine
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Eureka Process(912) 388-6680
If they are capable of management, get logged into them and cabled up if necessary.
If manageable, label per Naming Standards (always top right face).o Probe PC
Install Probe PC so that it plugs directly into the firewall, if possible. Remote into Probe PC and set a static address. The purpose of this PC is to rely on as little network as possible, so it can be a
more viable troubleshooting tool in more situations. Do NOT join to domain. There is a slight chance that we can install some test application on this PC, such
as QuickBooks, so we don’t have to interrupt users for testing.o Firewall
Allow our IP to direct manage the firewall via https OR management platform If using webfiltering in the firewall. Allow these exceptions for AV updates.
*.mbamupdates.com (MBAB) *.webrootcloudav.com (Webroot) *.*.webrootcloudav.com (Webroot) *.p4.webrootcloudav.com (Webroot) *.webroot.com (Webroot) *.webrootanywhere.com (Webroot)
Add to our portal (Such as MySonicWall or WatchGuard) Take ownership of the serial number,
Document in IT Glue NOW Document expiration date in the Flexible Asset (from MySonicWall Portal) Document all other requested info from Flexible Asset Ensure best practices Confirm filtering preferences
o If not already done, create a Shared Folder on the primary File Server or Domain Controller in the root of the main data drive labeled “Software” and share it as “Software” to Everyone.
If not already done, copy Client Specific ConnectWise Automate (LabTech) agent to this folder
Any installers we routinely use should go here, examples include QuickBooks Adobe products Office Installs
o Take photos of server room including close-ups. We want to be able to walk someone through server room emergencies if necessary in the future.
This is also very handy for creating our networking topology map later. This will also serve as an “After” photo. Very important to make sure model of switch is showing for network map.
o Collect Wifi Site Survey where availableo Document any other data needed by IT Glue that does not automatically come over
from ConnectWise Automate (LabTech). This can be documented on paper or Excel. Save data entry for later.
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Eureka Process(912) 388-6680
This may include phone systems and MDFs, among others.o Mark up fire escape plan or blueprints to show locations of key equipment such as
demarcation point(s), server room, APs, key personnel, etc.o Enter tickets in to ConnectWise Manage for all problems encountered or reported. Have
Help Desk standing by
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Eureka Process(912) 388-6680
Post-Launch
Enter all data from Launch Day into IT Glueo “After” Photos go to Documents in IT Glue for the company labeled as “YYYY After Photos”o If appropriate, create subfolders in Documents for large quantity of photos related to server
and networking equipmento Label each folder per equipment typeo Label each picture per equipment nameo Marked up Floor Plan goes to Documents in IT Glue as “YYYY Flow Plan Marked Up”o All Printer info sheets are filled in for the Printer Flexible Asset in IT Glueo Upload Wifi Site Survey into Documents in IT Glue as “YYYY Wifi Site Survey”o Import all users collected on Information Request List into ConnectWise Manage.o Update ConnectWise Automate (LabTech) Users to match the contact of each user to each
computer Create CW Project(s) from template for
o Implementing Security Standards Some of this may happen automatically through ConnectWise Automate (LabTech)
but it should still be in project to verify it happened on all devices. Sometimes the key to the process is not to make too many changes at once. And to let clients know that change does have impact and to be patient.
o LDAP Organization Project Keep in mind we must understand existing GPO and RSOP before making changes Organize OUs per the related document OU Naming Standards.
o Patching Run a report on missing patches Look for anything suspect, such as a device with 100s of missing patches Enable patching via Ignite on servers first and make sure to follow up on patching
schedule for success (Wednesdays) Check the boxes in the patching tab of Ignite at the location level.
Servers Enable patching on workstations
You may want to break this up into groups and not use location level. Check the boxes in the patching tab of Ignite at the location level.
o Workstations Enable patching everywhere Make sure after a week that machines are in general up to date or the few bad
apples are properly ticketed.o Printer Naming/Deploying (Naming Standards)o Administrative Security
Use ConnectWise Automate (LabTech) reporting to reveal all Service Accounts Use ConnectWise Automate (LabTech) reporting to reveal scheduled tasks on all
domain devices looking for any using Administrator.
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Eureka Process(912) 388-6680
Any using Administrator need to have a new service account created and the service or task changed to that account (and tested)
Think and ask around if anything else may be using the admin account. Change the password of the admin account using the randomly generate password
and document in PassPortal. Setup PassPortal password sync (Password sync in PassPortal Initial Client
Configuration)o Network Topology Map
Map out their network in Microsoft Visio and put in IT Glue. Need details including Switch ports type, which devices are in which ports
(workstations not so much). We do need to know free switch ports, uplinks, APs, etc. Include IP addresses and VLANs (if any).
o Setup Remote Monitors Follow Setting up Remote Monitors in ConnectWise Automate (LabTech) Create a remote monitor for each VPN link. Pinging from a home base to the nearest
point on the remote VPN. Recommend also creating one from us to their WAN IP so we get notified if internet
or firewall is down. This may require creating firewall rules on firewalls to allow ping from those
IPs/Devices Create any remediation projects promised or sold (things that are changes to their network for
improvement, not just MSP standards). Work the projects until they are completed. This can take months. This project can be closed once all
tickets are complete, which includes just CREATING the new projects in this Phase.
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