IT support companies offer all types of services, and they
of course are not suitable for all.
Do you know which service do you protect by your IT
support company?
Maybe what you want to know is the service level agreement
(SLA) that you have and how fast your support ticket will be seen. But with
companies all offer various levels of support packages, services and products,
you don't want to pay more than you need for services that you won't use.
So what's important to close by your IT company as a
minimum?
That's Helpdesk.
Reactive support is one of the basics of IT support. Your IT
support company must offer you access to experienced specialists whenever
you need it. Coming freezing software, server blackouts or simple technical
queries, they must be easily contacted through online portals, email or
telephone, and are ready to save.
24/7 support is offered by many IT
support companies in Cambridge. Even though this might sound comfortable,
think about whether you really need it - you will definitely pay a premium for
it.
Questions to ask your IT support company: What time is the
support available between and what happens outside the clock?
Proactive customer support.
On the other hand reactive support lies proactive support.
This is a strategy where supporting companies anticipate problems and offer
solutions in advance. There are several different ways to be achieved:
Independent resource knowledge base that can be used by the end
users
A series of written answers or recordings for general questions
submitted
Video or tutorial guide that shows how to use certain
programs or systems
Regardless of the format, the benefits of proactive customer
support are the same: Users are given answers to their problems without the
need to contact the support company.
Questions to ask your IT
support company in London : Is the support of proactive customer included
in the service you offer?
System monitoring
Now, with software packages that can monitor the core
systems and software, your IT infrastructure health can be monitored remotely
by your IT
support company in Manchester . For example, remote system monitoring tools
can identify when your hardware reaches the end of life that can be used so you
know when replacement is needed before it fails.
It runs one step further from break-fix support from the
past and aims to fix problems before you even know they are there. It not only
reduces business disruption in the end but also for the best interest of the
support company to offer this service.
Questions to ask your IT support company: Do you monitor our
system and proactive support what do you offer?
Data security
In times where businesses collect a lot of sensitive
information from customers, data security is very important. Your IT support
company must have a protocol to prevent cyber threats such as ransomware (where
hackers hold your data ransom with money rewards) and also plan for what will
be done if your data security is violated.
There are various different data security services that can
be provided by IT support companies, including data encryption, safe file
sharing, multi-factor authentication and data backup.
Questions to ask your IT support company: Are there plans
for what to do if our hacking protection failed?
Managed backup solution
If the disaster breaks down, you will want to know that your
data is safe. IT support companies must be able to give you a solution to back
up very important data to run your business everyday. Backup solutions must
include:
Local and online backup
Business Continuity Plan
Disaster recovery plan
Minimal, you have to know how quickly a IT professional can
be with you, how they will get you up and run again, and how much it costs to
do it.
Questions to ask your IT support company: What is our
business continuity plan to ensure we can still serve customers if we don't
have a fully functional system?
IT solutions really outsourcing?
If you work with software that is bespoke or specialist,
such as accounting or HR software, check whether your IT supports the contract
includes support on this. If your IT support company is supposed to be a
complete outsourcing solution that handles all your IT requests, they must be
able to help you solve any problems or contact third-party vendors on your behalf.
Finally, check what is not included in your support contract
In addition to checking which offers your IT support company
for the price they set, also worth checking what is not included in your
agreement. What happens if you need a call in a place out to your office, for
example? What happens if an employee downloads a virus to their work computer
while carrying out activities that are not related to work?
Make sure you know what it is and not borne by your IT
support company to keep your IT system in good health, solve problems quickly
and prevent surprise additional fees.
About EC-MSP, your IT support partners
EC-MSP is one of the most trusted IT support providers in
London. If you want more help and support with technology for your business,
contact us today to see how we can help.
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