Knowing your potential IT support servicer is critical in picking the one that best suits your business. Here are some several questions you could ask to help narrow down your choices.
When I call, will I speak directly to a technician?
A lot of IT support companies have their customers’ calls answered by people who aren’t exactly technically skilled to handle the queries correctly. Instead, they’ll take the details of the problem and then pass them on to technicians who will call only when they’re ready. It is not advisable to go for companies like that, especially if you believe you’ll be encountering problems in need of urgent solutions for most of the time.
Do you have a guaranteed response time?
You can expect your IT support company to offer a guaranteed response time in case a problem arises with your IT network. However, this may vary depending on the level of support you’re willing to pay for, so be vigilant; some companies guarantee resolutions within a certain period of time, but take note that it can take much longer than expected to get to the root of some problems.
Can we only call when we have a problem?
An IT support company should take the pressure off the not-so-IT-savvy people in your office so they could get on with their job. In doing so, your IT support should, in the end, likely pay for itself through the troubleshooting solutions it provides as part of its service to your company.