IT Support Review
How to evaluate your current provider of IT Support
External IT Support will usually be provided based on terms and conditions defined in a contract which is signed when the service starts. A good IT Support provider will clearly state in any agreements what they are going to provide and how they are going to provide it.
If you are currently paying a company to look after your IT, you should be able to assess whether they are doing a good job by reviewing the service based on a number of factors.
Monitor the Support you are getting
To ensure you can assess the service, you should keep track of how your IT Service provider responds to your Support calls. Monitor how long it takes for them to respond and how long it takes them to resolve any given issue. Most Support companies will define Service Level Agreements (SLAs) when the service starts but will not always stick to them.
At HDS, we take pride in our industry leading service levels and will guarantee to respond in line with what is defined in our SLA packages.
It would also be beneficial for you to monitor the issues that your support company is dealing with and how often they are occurring. Many support companies will paint a false picture of the IT System they think you should see, rather than the actual state of the system.
Our monthly service delivery reports will ensure that you know everything about your system and the problems which are occurring with it. This will allow you to keep track of the problems we are resolving and give you peace of mind that you are getting return on investment from our Managed IT Support Services.
Are they Pro-Active?
You should be able to see evidence that your support company is monitoring your system, rather than simply responding to the problems which you report to them. Has your IT Support Company ever called you to report an issue before you have called them? If they haven’t, it is safe to say that they are not pro-actively monitoring your system and therefore are providing you with an out of date form of IT Support.
We are insistent in providing pro-active monitoring to all of our full managed service clients to allow us to provide them with the best possible service. Our philosophy is to detect and resolve problems before one single user notices them, therefore keeping your system at optimum efficiency 100% of the time.
Switching to HDS
We will provide a review of your IT systems prior to defining the specification of your IT Support agreement. This will allow us to inform you of the exact state your system is in, as well as being able to assign you to the most suitable SLA package.
Contact Us now to find how getting your IT Support from the industry leader will streamline your IT Systems.