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NinjaOne Backup — Client Communication Template: Backup Platform Change

Audience: T2 / AM support Use when: The AM or tech needs to communicate to a client that their backup platform is changing from MSP360 to NinjaOne Backup.

These templates are written for non-technical dental office contacts. Adapt tone and detail level based on what you know about the contact.

When to Send This Communication

  • Before migration: if the client will notice the agent change (new software appearing in system tray, MSP360 icon disappearing)
  • After migration: confirming the change is complete and what it means for them
  • If the client proactively asks about backup software changes

In most cases, this communication should come from the AM, not the tech. Josh or the assigned AM sends client-facing comms; the tech provides the technical content.

Template A — Pre-Migration Notice (Plain English)

Subject: Upcoming Update to Your Backup Protection

Hi [Contact Name],

As part of our ongoing work to improve your IT systems, we'll be updating the backup software on your computers over the next few weeks.

We're moving from our current backup tool to NinjaOne Backup, which is integrated directly into the same management platform we already use to support your office. This means better visibility for us into your backup health and faster response if anything needs attention.

What this means for you and your team:

  • Your computers and servers will continue to be backed up daily, just as they are today
  • You won't need to do anything — we'll handle the transition entirely
  • Your data remains protected throughout the changeover
  • You may notice the backup software icon in your system tray change appearance

If you have any questions or concerns, please don't hesitate to reach out. We'll confirm with you when the transition is complete.

Best, [AM Name] DTC

Template B — Post-Migration Confirmation (Plain English)

Subject: Your Backup System Has Been Updated

Hi [Contact Name],

We've completed the transition to NinjaOne Backup for your office. Your computers and server are now backed up daily to both your local storage and a secure cloud location, just as before.

A quick summary of what changed:

  • Backup software: Updated from MSP360 to NinjaOne Backup
  • Your data: Fully protected — daily backups running as normal
  • What you need to do: Nothing — the system runs automatically overnight

We've tested the backup system and confirmed everything is working correctly. If you ever have questions about your backups or need to recover a file, just contact us and we'll take care of it.

Thank you for your continued trust in DTC.

Best, [AM Name] DTC

Template C — Client Asks About the Change (Reactive)

Hi [Contact Name],

Great question — yes, we did make a change to the backup system on your computers. We moved from MSP360 to NinjaOne Backup, which is the same platform we use for all of your IT monitoring.

The reason for the change is that having backup monitoring integrated with the rest of your IT management gives us better visibility and faster response when something needs attention. The backup schedule, frequency, and data protection are all the same as before.

Your data has been protected throughout the transition. If there's anything specific you'd like us to verify — like confirming a particular file is backed up — just let us know and we're happy to check.

Best, [AM Name] DTC

Template D — Technical Contact (If the Client Is IT-Literate)

Hi [Contact Name],

We've completed the migration from MSP360 to NinjaOne Backup at your site. Here's a quick rundown:

  • Agent: Lockhart (NinjaOne's backup agent) is installed and running on all in-scope devices
  • Schedule: Daily image backup at midnight — same as before
  • Storage: Local NAS (same device) + NinjaOne cloud (AWS-hosted, AES-256 encrypted)
  • Retention: 1 month, 14 daily revisions locally and in cloud
  • MSP360: Agent has been removed from all devices

We've confirmed the first successful backup completed on all devices and run a test file restore. If you have any questions about the new setup or want to see the backup dashboard, just let us know.

Best, [AM Name / Tech Name] DTC

Notes for the AM

  • Never promise a client their data is "100% safe" — use language like "protected" and "backed up daily"
  • If the client asks about old MSP360 backup data: check with Nate on the retention/expiry timeline before responding
  • If the client reports seeing MSP360-related alerts or popups after migration: escalate to T2 — the old agent may not have been fully removed
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