If your business has made the decision to outsource your IT support you may have noticed that there is a lot of IT companies out there to choose from and therefore finding the right one can be a tricky.
Ensuring you find out as much information as possible from an IT provider is vital to finding the right partner, here are a few questions that you should consider asking or finding out before signing up to an IT support contract.
- Location and areas covered
Its no longer necessary these days for IT companies to come out onsite every time they need to look to resolve an issue with your network or IT equipment as the majority of issues can be handled remotely. In addition, a lot of new equipment can be set up prior to shipping to a customer and finished remotely.
However, it is handy for an IT support company to be relatively local just in case you have a major server issue that does require a site visit just to ensure downtime is kept to a minimum.
In addition to this its worthwhile checking what areas they cover just in case your business were to expand into different countries to ensure that your provider can still support you.
- What levels of IT support can be offered?
Every business has vary budgets and requirements and therefore it is worthwhile checking that the IT support services that an IT provider offers suits your specific needs. Some businesses like to pay a fixed monthly or annual rate for their IT support so its easy for them to budget. Other businesses like to buy time in bulk and use as and when they need and some smaller businesses like to pay as they go.
- What is covered and is excluded within the IT support contract?
A lot of IT support contracts offer fixed fee rates for IT support contracts and this is great for businesses looking to budget for the year so that they know their costs. However, its worthwhile asking exactly what is included as some businesses including server monitoring and backup checking as part of the service. It is also often the case that new projects and installations are charged separately to the IT contract so you will need to find out any additional costs so that these can be budgeted for as well.
- Guaranteed Response times
You should expect your IT Support provider to offer guaranteed response times in case of a problem. The exact response time may depend on what level of support you are willing to pay for, and there may be different response times for different priority levels.
- Will you receive a dedicated account manager?
Its helpful to have a single point of contact who you can build a long-term relationship with and that way they can get to know your business and plans and make recommendations based on this.
- Does the company only work with specific hardware and software manufacturers?
It’s not necessarily a problem if a company works with specific manufacturers, but watch out for those who put their vendor relationship above your business needs. If your provider is vendor-agnostic they will focus on finding the best solution for your requirements, rather than where it comes from.
- How are IT issues raised?
You will need to know how to log calls with your IT support provider and the contact details. You also need to know opening hours etc.
If you would like more information about the IT Support we provide and how we can help your business please get in touch with our team on 01392 824 022 or email firstname.lastname@example.org.