So many new IT maintenance companies are emerging, and finding the right partner for your business can be a complex task.
We thought that having a list of the most important questions to ask each and every potential partner could prove very helpful. These questions will definitely assist in making a more informed decision.
Some of the differences between IT maintenance services and packages offered by some companies could have an important impact on your organization.
Let’s start with the interrogation guide:
1. What are the support packages that you offer?
The majority of IT maintenance companies offer different levels of support to suit every business’ requirements. The different support packages and rates can also assist in terms of budget.
- Monthly maintenance agreements: this will contain a comprehensive list of the IT maintenance services included. It will generally always be cheaper than having an in-house IT person, and can also guarantee a professional and full level of support regardless.
- Bill-per-hour: this is ideal for new start-up businesses that can’t afford fixed expenses yet or for those that want to test the quality of service of different IT maintenance companies.
2. What are the guarantees in terms of response times?
It is important that you think of how your business and staff operate. For example, do your employees have access to work email and other files from their mobiles or laptops? If this is the case, you will definitely need to consider a 24/7 support service or support with faster turn-around times.
On the other hand, if work is limited to office hours, you might be able to get away with a support package limited to certain hours of the day.
3. Can you also supply our company with hardware and software?
This might be quite an interesting question, as you might be able to find better deals with regard to hardware or software purchases. IT maintenance companies tend to have more power with the negotiation and pricing, as they order bigger amounts, and often get discounted prices and are able to offer preferential rates.
4. Can remote support be provided?
With current technology, accessing and monitoring servers, computers and networks remotely is possible. Not having to be on-site can be extremely valuable, as issues can be fixed quickly and efficiently before they become a real problem.
5. What does the small print in your terms and conditions say?
This is especially important when referring to cancellation clauses. Try to sign up with companies that don’t require a notice period longer than a month or two. Otherwise, you might find yourself unhappy with your IT partner and stuck in an agreement for longer than necessary.
6. How and when will I be charged?
As with any contract with other suppliers that you work with, payment clauses are always important. Understand what the different support packages require in terms of payment and implement a clear structure and understanding beforehand, which suites both parties. Many companies out there are willing to negotiate terms and will be willing to accommodate you should you have special requirements.
7. I need help, how do I log a support call?
There are many possible ways to do so and it will depend entirely on the IT partner. It will normally be through a phone call to your designated IT technician or it can also be done through normal email or through a more advanced support system such as a Helpdesk or admin portal.
For small companies, a simple phone call can be good enough. However, for larger organizations, an advanced support system can be a better solution in which to register and track everyone’s issues without miscommunication or misunderstandings.
Contact The Computer Doc Team today and ask all these questions. Find out if we are the IT partner that you are looking for. There are many IT maintenance companies out there; can they offer what we can?