Want to make sure that your employees are fully equipped as they work from home during the COVID-19 crisis? Do you need to make IT-related decisions to keep your business operational during this time?
It’s best to turn to IT experts to provide you with the proper guidance and assistance you’ll need. But with so many IT service providers in the New England region, how do you know which one to pick? To help you choose an IT support company, ask them the following questions.
#1 How long have you been providing technology services?
It’s important to make sure that your potential IT support provider isn’t a fly-by-night operation. After all, they will be handling your IT, which is your company's backbone. By asking this question, you will have a better gauge of their business’s stability and the wealth of experience they have to offer.
#2 Can I review your engineers’ resumes?
A great IT support company only hires engineers with impressive qualifications, so make sure to look at their resumes. This will give you an idea of the kind of service you can expect from your provider. Guide questions during your resume review include:
- Where did they get their technical training?
- Do they have up-to-date technology certifications and accreditations?
- Have they received awards?
- Do they attend tech partner conferences?
#3 Do you have experiences that are relevant to my company’s needs?
Look for an IT support company that has experience working with a small- to medium-sized business (SMB) like yours. If they only have experience working with large companies, they might not be able to recommend IT solutions that are within your budget.
Also check if they have worked with a company in the same industry as yours. Not only do IT solutions vary by industry, but some industries have strict regulations, like those imposed by the Health Insurance Portability and Accountability Act (HIPAA) for the healthcare sector. If you belong to such an industry, then you need an IT support company that will help you stay compliant.
Lastly, make sure they have experience in managing the IT services you’re currently using and planning to use in the future.
#4 Can you show me your proposed service level agreement (SLA)?
An SLA is a contract that dictates the standards that your IT support company should be able to meet. It should be able to answer the following questions:
- Are they available 24/7?
- What kind of support do they provide: remote support, on-site assistance, or both?
- What is their guaranteed response and resolution times?
- If they fail to meet their committed service levels, are there corresponding rebates or penalties?
- What is their escalation process?
- What are their contingency plans?
Make sure their SLA will meet your company’s specific requirements.
#5 What is your customer retention rate?
Ask them how many clients they have and how long their customers have been with them. If they’re really good, their clients would have been staying with them for a long time. Plus, having a solid base of satisfied clients is a good indicator of the stability of their business.
Go for an IT support company that has long-term relationships with their clients since you’ll want the same thing with your chosen provider. Although many of them offer monthly plans, it’s best to think of them as long-term partners since it takes time to have a thorough understanding of your business needs, goals, challenges, and IT environment. A long-term relationship with an IT support company will help ensure that your IT infrastructure is resilient, scalable, and aligned with your goals.
#6 Can I speak with some of your existing clients?
To make sure that your potential IT support company can really deliver on their commitments, get in touch with their references and ask them the following questions:
- Is your service provider able to meet their SLAs?
- Do you stay within budget? Are there unexpected expenses?
- Is your service provider friendly and easy to work with?
- Is the provider able to communicate well?
- Do you plan to renew your contract with them?
- Would you recommend working with them?
Picking the right tech support provider is critical to ensuring your company’s success. When you partner with IT Management Solutions, we’ll make sure to cover all your technology needs so you can focus on running your business. Read our FREE eBook to learn the different ways that IT outsourcing can help you.
