The SBT Way: 11 Guiding Principles That Power True Partnership

At SBT Partners, our approach to client service isn’t governed by corporate policies or standard procedures. It’s guided by 11 fundamental principles we call our “Client Service Commandments”, and they transform how we serve our partners every single day.

The SBT Way: 11 Commandments That Define Our Partnership Approach

What Does It Really Mean to Be a Partner?

In a world where many MSPs treat clients like ticket numbers in a queue—reacting when convenient, resolving issues, and moving on—we believe partnership should mean something more.

A true partner doesn’t just fix what’s broken. They anticipate problems before they arise, align with your business goals, and operate as a seamless extension of your team.

At SBT, our 11 Commandments aren’t just principles—they’re the daily disciplines that shape every interaction, every solution, and every relationship we build.

The Foundation: Responsiveness That Prevents Disasters

At SBT, responsiveness isn’t just about answering calls—it’s about being present, proactive, and deeply attentive. Be Responsive and Be Attentive work in tandem to ensure your team never feels abandoned when technology falters. We acknowledge issues immediately, but more importantly, we listen—to understand not just what’s broken, but how it’s affecting your business.

Where a typical MSP might restore your email server and call it a day, we dig deeper. We recognize that downtime isn’t just a technical hiccup—it’s a missed sales opportunity, a strained client relationship, and a frustrated team unable to perform.

We take it further with Be Accountable and Be Inquisitive. When you reach out, you’re not bounced between technicians or asked to repeat your story. One person owns your issue from start to resolution—ensuring clarity, continuity, and care every step of the way.

The Human Element: Service Rooted in Empathy

Technology failures aren’t just technical—they’re personal. When systems go down, stress goes up. Deadlines loom, productivity stalls, and pressure builds. That’s why Be Courteous is more than a nicety at SBT—it’s a mindset. We approach every interaction with empathy, recognizing the human impact behind every issue.

But empathy alone isn’t enough. Be Driven ensures it’s backed by expertise. Our team commits to daily learning, staying ahead of evolving threats, emerging solutions, and your changing business needs.

And with Be a Team Player, you’re never limited to one technician’s knowledge. Complex problems deserve collaborative thinking. Our team works together to bring you the full depth of our expertise—so you get answers, not escalations.

Building Relationships, Not Just Fixing Problems

At SBT, we believe every interaction is an opportunity—not just to resolve an issue, but to strengthen a relationship. Build Loyalty and Communicate Proactively reflect our long-term mindset. We don’t just respond—we stay ahead, keeping you informed, setting clear expectations, and consistently aiming to exceed them.

This proactive approach builds something far more valuable than uptime: trust. When you know we’re monitoring your systems, planning for your growth, and thinking ahead about potential challenges, you gain the freedom to focus on your business—not your technology.

The SBT Mindset: Always Growing, Always Protecting

“Always Be Closing” (ABC) might sound like sales jargon, but at SBT, it’s about something deeper: recognizing opportunity. Because every team member is invested in your success, we naturally spot ways to add value—whether it’s recommending a smarter solution, suggesting a strategic upgrade, or helping you leverage technology for a competitive edge.

Equally core to our mindset is Always Be Thinking Security (ABTS). It’s not a department—it’s a culture. Every recommendation, every decision, and every solution is made with cybersecurity in mind. That’s why security isn’t an add-on—it’s built into everything we do.

From Frustration to Advantage: The Power of Partnership

When your technology partner operates by these principles, IT transforms from a source of stress into a strategic asset. Your team stays productive, your operations run smoothly, and you gain the peace of mind that comes from knowing your technology is in expert hands.

Ready to Make IT Work for Your Business?

Our 11 Commandments aren’t just values—they’re a blueprint for turning IT into a growth engine. We don’t just fix problems; we help you redeploy technology to drive efficiency, protect your operations, and support your goals.

Let’s talk about how SBT can deliver the kind of partnership your business deserves.