In a small firm, the employee who seems to be tech-savvy handles the technical issues. Such individuals can handle some of these issues well; however, it is not a sustainable practice.
The team should focus on ensuring the organizational goals are met, including not experiencing technical problems. When you outsource your IT needs, you can get rid of some of these issues, and your business can run smoothly. Below are five things that you are supposed to look into as you consider tech support:
1. Is the Management Proactive?
There are IT firms that only handle things when they are broken. Additionally, they handle troubleshooting seriously. Generally, most of your IT support needs will comprise of some of these issues.
The proper tech support will ensure that breaking and fixing tickets has reduced significantly by ensuring the network is managed proactively. The support team is supposed to monitor the network usage and ensure that outages are handled within the shortest time possible.
The tech support is supposed to ensure they are familiar with the industry and environment. They should also assist in choosing tools that will ensure the downtime is reduced and the team is more productive. The firms with good tech support usually meet regularly. They initiate discussions regarding business goals while also formulating a technology plan to ensure each corporation’s goals are met.
2. Is the Tech Support Conversant with Data Security?
Data security is among the primary considerations to put in place when establishing a company. As you look for tech support, ensure they are conversant with data security. They should also come up with a security plan that will fit into your budget. For those working in the regulated sector, it is essential to understand the sector well such that you will be compliant at all times.
When dealing with data security, ensure the tech support is taking part in on-going training. Such considerations are essential since cybersecurity is a dynamic field that grows daily. If the managed IT services firm
doesn’t keep you in the loop, they cannot guarantee that your data will be secure.
Even when you are using the best tools, there is no complete guarantee that your data is entirely secure. Any firm that promises you will not experience issues such as a data breach is telling a lie.
3. There are No Long-Term Contracts
Some IT firms usually trap a client using a long-term contract that can even last for three years. Such a contract is good for them; however, it is not favorable to the client. You should take into consideration the corporations that have entered into long-term contracts. In most cases, some of these companies are not happy with the quality of services being offered.
If you’re not satisfied with the quality of services being offered, ensure you’re in a position to terminate the contract. Look for a firm that deals with contracts that are renewable each month. Majority of the IT firms that are currently operational support this move. If a company offers quality services, they are confident the clients shall renew the contract for the longest time possible.
4. The Response Time Should be Clear
The contract with the IT firm must have a clear response time. The IT firm should include some of these details in the contract. There is no need to worry about why some issues are not being addressed.
If a company states that a particular issue is fixed within a specified time, you should be wary of dealing with such a firm. The main focus is on whether they will handle the issue on time. After that, they will ensure the issue is eliminated within the shortest time possible.
5. Consider the Experience Level of the Tech Support
The tech support should be conversant with the systems they are handling. They should gauge everything depending on the experience they possess. Some tech vendors such as Microsoft usually provide certification programs meant for professionals who normally service the products they are offering. The tech support team is also supposed to undergo on-going training. Each firm should include the training in their annual budget.
As you look for tech support, if the firm doesn’t issue a concrete answer to each question you raise, you should continue searching. Transparency is vital in such transactions considering the tech support will have access to your company’s data.