What Is the MSP Issue Resolution Process?

1. Logging the issue: When a problem arises, clients contact the MSP through dedicated support channels—typically via a helpdesk portal, email, or phone. Most providers have systems in place to generate a support ticket immediately.

2. Providing detailed information: To speed up resolution, users are encouraged to provide context—such as affected systems, error messages, and any troubleshooting steps already attempted.

3. Triage and prioritisation: The MSP issue resolution process includes an initial triage stage where the issue is assessed for severity, urgency, and business impact. Based on predefined SLAs (Service Level Agreements), the issue is then prioritised and assigned to the appropriate technician.

4. Troubleshooting and diagnosis: Using remote tools or on-site intervention, technicians investigate the root cause. This can involve log analysis, system testing, or configuration checks.

5. Resolution and communication: Once diagnosed, the issue is resolved by applying patches, changing configurations, or offering guided user support. Throughout the process, the MSP maintains active communication—providing regular updates on progress and expected timelines.

6. Testing and confirmation: After resolution, technicians verify that the system is working as expected and that no secondary issues have occurred. The user is asked to confirm successful resolution before the ticket is closed.

7. Documentation and feedback: The final step involves documenting the entire incident—including root cause, actions taken, and future prevention strategies. MSPs may also request client feedback to evaluate service quality.

At Epic IT, we follow a proven MSP issue resolution process to deliver consistent, responsive support to Perth businesses—keeping their operations running smoothly.

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