How to Evaluate Your IT Support
You pay for your IT service and trust that your provider does their best for you. But how can you really tell if you are receiving best-in-class or substandard service? How do you know if your computer guy is doing everything possible to secure your network from downtime, viruses, data loss, or other frustrating and expensive disasters?
Take our quick quiz to find out!
- - Do they respond to emergencies in 1 hour or less?
- - Do they completely resolve issues for you or do they leave you hanging with unresolved problems and follow-up items you have to do?
- - Are they easy to reach and responsive when you need them for non-emergencies?
- - Do they offer an on-going maintenance program to keep critical security settings and patches up-to-date?
- - Do they offer a monitoring system to watch over your network 24/7 for developing problems?
- - Do they proactively offer new ways to improve your network’s performance, or do they wait until you have a problem to make recommendations?
- - Do they provide detailed invoices that clearly explain what you are paying for and fixed-priced quotes to avoid "scope creep” and hidden fees?
- - Do they explain what they are doing and answer your questions in terms that you can understand?
- - Do they complete projects on time?
- - Do you have to constantly remind themabout requests you’ve made?
- - Do they offer any guarantees on their services?
- - Do they arrive on time and dress professionally?
- - Do they have other technicians on staff who are familiar with your network in case your regular technician goes on vacation or gets sick?
- - Do you feel as though they are learning on your time?
- - Do they seem constantly rushed?
- - Do they take calls from other clients while working on your network (and on your dime)?
- - Do they listen to you?
- - Are they adamant about backing up your data and having a disaster recovery plan in place?
- - Do they offer to meet with you regularly to review your business plans, your network status, and their own performance in supporting your company?
- - Do you have to manage their progress on projects, or do they provide frequent updates, status reports, and follow-up calls and e-mails?
- - Do their projects always end up costing more and taking longer than you expected?
- - Do they offer flat-rate or fixed-fee project quotes, or do they give themselves a wide open playing field with "time and materials"?
If your technician does not score a "yes” on every point, you could be paying for substandard support.