When your technician is following our instructions, who is responsible if something goes wrong?

Smart hands work splits responsibility in a way worth being clear about before the first visit, rather than after the first problem.

Yours: the decision. What to change, when to change it, and the configuration. If you tell us to pull the cable in port 12 and port 12 was carrying the phones, that is a direction problem rather than a workmanship one.

Ours: the workmanship. Doing exactly what was asked, carefully. If our technician drops a server, crosses two cables you labeled clearly, or damages something through our own error, that is on us, and we will put it right. We carry insurance for this, and we will send a certificate of insurance before the first visit if you or your client require one.

The part that protects both of us:

• We stop and ask. If an instruction looks likely to take something down, or what we find on site does not match what you described, the technician stops and tells you before going further. Being slowed down by a question is much cheaper than an outage.
• Photos before and after. Of the rack, the ports, the cabling. If something stops working later, everyone can see exactly what changed.
• A written record of what was done. Each step, in order, with the time.
• We do not freelance. We do not make changes nobody asked for, even ones we would recommend. We write them down and tell you.

For MSP partners, this is also what keeps your client relationship clean. Your client sees one provider working carefully, and you have the record if anybody asks what happened.