How To Choose The Best IT Support For Your Organization
As technology continues to get more complex and increasingly critical to core operations, many organizations are reevaluating their approach to technology management and IT support. They want a reliable tech partner to provide the best solutions and support to keep employees productive. The best technology partners are expert at both technology and customer service, place a premium on clear communication, and focus on the high-level strategic goals of your organization, as well as the day-to-day tactical well-being.
If you are considering outsourcing your IT, there are hundreds of companies to choose from that, on first pass, appear to be offering similar benefits. Here is a quick guide and checklist to help you evaluate the pros and cons of each tech partner.
Do they have a reputation for customer satisfaction and retention?
Find out if the provider has a history of good customer service and customer testimonials they can share. There are industry benchmarks that many companies use to track how their customer service compares with other tech support companies, as well as net promoter scores that measure overall satisfaction. Ask the provider for benchmarked customer satisfaction survey results to assess how their current customers rate their service.
How do they handle data security and data recovery?
Data security is a major concern and one of the top reasons many organizations are outsourcing tech support. Managed IT service providers typically include regular backup and data restore capabilities in their fee. Daily backup is customary, but will your provider backup more often if needed? Is the data easily accessible should you require a restore?
Some considerations when comparing managed IT service plans include:
- Are antivirus and anti-malware solutions provided for each subscribed computer?
- Are email anti-spam and antivirus included for each mailbox?
- Does the fee include installation, configuration, and monitoring of a business-class firewall?
- Do you need a web filtering service?
- Can the provider document and implement IT Security policies and practices?
What email and communications solutions do they recommend or support?
Some tech support partners will include email as part of an all-inclusive fee, while others will consider it an add-on. If email is included, does the provider use one of the two major players — Microsoft Office 365 or Google’s G Suite? How do they handle anti-spam and anti-virus software for each mailbox, and does the service include email backup and restoration?
What about technical support?
When you choose a tech partner, you want to be sure you’re getting the best technical support available. Make sure your provider offers free support 24/7/365, and ask if they charge for on-site support should your needs require it.
Other questions to ask:
- Do they offer a dedicated account representative?
- Do they provide around-the-clock technical support?
- How do I reach the support department (by phone, email, or live chat)?
- What is the average response and issue resolution time?
- What types of support are excluded from the service or cost more?
What remote services do they support?
With a growing number of employees telecommuting, more companies are looking for secure mobility solutions. Ask about remote access to customer support, email, file share, and whether they offer wireless synchronization and support for smartphones and tablets.
How do they manage and monitor the health of your network?
A quality tech partner should monitor your network and devices around the clock. Ask how they proactively detect and resolve issues before they impact your business, and what tools and processes they use for network health monitoring.
What is their onboarding process?
A good tech partner should be able to onboard your organization with minimal disruption. Ask for a detailed description of their onboarding process, timelines, and how they handle the transition from your current IT setup.