Regardless of the size of your business, choosing the right IT support provider for your company is going to be one of the most important decisions you are going to make. The multitude of tech companies advertising their services on the market makes your task an even more difficult one. While it is true that you should hire a provider who is aware of your business needs and how to meet them, picking the right one in a sea of companies involves considering a couple of points that will guarantee your operations remain successful and uninterrupted. Let’s take a look at what you should consider in your quest for the best technical support available.
Go For Onsite Support
When your IT support is outsourced, it is a great benefit to work with someone who is in close proximity. This will ensure a faster service in cases of an on-site emergency. Just imagine your firewall needs to be replaced and the support guys are geographically located far away. Removing the issue, in this case, might take days, even a week, and involve a third party participation for a successful resolution. Just imagine the financial impact this could have on your business.
When your support provider’s resources are in the same area, it makes dispatching an engineer to look at and investigate the issue a much easier task. Not to mention the added benefit of being physically present, which increases chances for a quicker solution up to several times. That means, if you are located in Washington DC, go for IT support in Washington DC. If you happen to have several branches across the country, ask how support would be handled throughout the company.
Check Their Expertise
Technology is technology, but its specifics vary greatly from industry to industry. Choosing an expert who is familiar enough with the ins and outs of your particular niche might be as big as the difference between seamless operations and a tech catastrophe. A good sign of expertise would be if they service other companies in your industry and/or are certified in the technologies you work with.
Talking about expertise, you should also make sure the support provider can cover all workstations and operating systems you are running. If you operate other OS, apart from Windows, and are not looking to replace your infrastructure any time soon, do check if the company can provide support for all your systems.
Can They Support Your Company Software?
Review the applications, most critical to your business. Can the tech support company handle your software? Have they worked with it before? Think of as many important questions to ask them as possible, in order to gauge that. Not sure what to ask? There is a great list here but make sure you cover what’s important for your individual business operations.
Of course, if you are running custom applications, you can’t expect the support provider to have experience with them. They should, however, be able to troubleshoot and resolve any issues that come up. Keep in mind that support and programming are two different things, so you shouldn’t expect your developers to fix support issues and vice versa, task the tech resources with modifying the source code of your software.
What Are Their Response Time Metrics?
Every company has different support processes for servicing their clients. Response times will vary a lot, so it is up to you to check individual metrics and decide whether they suit your organization. If you’d like to learn more about support metrics, you can find some great tips at https://www.jitbit.com/news/customer-support-metrics/. Check a prospective company’s Service Level Agreement for things such as how quickly the team reacts to tickets, what the average issue resolution time is, as well as onsite support specifics, in case you happen to need it.
Every IT support company can and will claim they are fast. Look at their numbers and you will see if these claims reflect reality. The good ones will have facts and numbers to back them up.
Can They Handle Your Organization
Last but not least, are they big enough to support your company needs? Enquire about staff, the size of their departments and what processes take place in the company. If you expect your organization to grow, can they keep up with that growth, so that your business needs are met?
On the same note, do you meet their requirements? Do you have the minimum number of people or workstations to qualify for support services? Do you need to introduce an IT infrastructure in order to benefit from particular standards that go with these services? Being a good fit for each other goes both ways. Take the time to find out if you are a suitable match for each other.
More on this topic: How to Make a Website Secure When Your Budget Is Small