So, you’ve decided to hire an IT supporter. But how do you choose the right one for your business? When it comes to choosing between the many msps out there, we advise you first to understand what makes a good and reliable IT support provider. You need to know what questions to ask to determine if the MSP you are interviewing is worth your money and time.
- How long have they been in business?
The MSP business model has been around for years, meaning there was enough time for the company to build its reputation and create a good track record. Ask them how long they have been in business and look at that historical data to look for any red flags in how they run their business.
- What services do they offer?
Once you’ve determined your IT needs, you’ll know what types of services you need from an MSP. Ask them what services you will be receiving based on the pricing model you choose and see if it fits within your current IT needs and business model.
- Ask about their service-level agreement
Does the MSP have any service-level agreements (SLA) in place? An SLA is a commitment between you (the customer) and the service provider. What you want from your MSP is quick response times to any issues that may arise, to keep your systems backed up and your data protected, and this is where slas are needed.
If the service provider does not have an SLA in place, you may end up waiting for hours or days before they respond to your request.
If it’s a contract they offer, ask what the term contract is and how transparent it is. With businesses like Managed Solution, you get a 60-day pay-as-you-go opt-out clause that allows you to test the service and cancel whenever you feel like it.
- Are they local or overseas?
Local IT issues that require immediate attention often cannot be addressed by an IT support team located overseas. Due to the lack of on-site support and language skills, foreign service providers often offer low prices for their services.
Also, these companies may experience unreliable Internet speed which results in slow upload/download speeds. You need to know that your business will not suffer because your IT Service Company Toronto team from a remote location has a bad Internet connection.
When it comes to local IT support, you’ll have peace of mind knowing that your IT support team uses the same Internet provider that you do.
- Are they available 24/7?
What if a technology problem occurs after hours and you don’t have someone to resolve issues or customer requests quickly? Leaving an issue unresolved for several hours is enough for that issue to turn into something serious.
Customer success depends on round-the-clock IT support availability, but not all msps offer that. Improve the customer experience by finding an MSP that can start working on your IT problems immediately, even when your in-house staff is sleeping at home.
- Is their IT expertise aligned with your company’s business goals?
Every business is different when it comes to their online business operations, so you’ll want to hire an MSP that knows how your business works. While IT staff don’t look to have a marketing and sales strategy to close other deals, they need to understand your branding, public relations, and marketing strategy, especially when interacting with your customers via live chat.
They need to understand the description of your product and know your needs, as well as the pain points of your audience, so as not to cause other problems, such as spoiling the purchase experience for potential customers.
- Are they diligent?
Instead of responding to issues that arise from customer feedback, satisfaction surveys, and ticketing systems, your IT Support Services Toronto team should take a proactive approach and prevent issues from happening in the first place. They need to closely monitor your IT infrastructure and network, collect and analyze the data, and identify potential problems before they become a problem.
- How are their contracts flexible?
With a flexible contract, you will be able to add or remove employees in your remote IT support team. It is important for businesses that plan to scale. However, you should know that some foreign companies have small teams that will not be able to provide additional employees when you need them. Focus on finding an MSP that doesn’t have too many employees.
- Ask for references and testimonials
The best way to find out if an MSP is as reliable as they appear to be is through testimonials and references from their past or current clients. Customer satisfaction has always been an indicator of success, so be sure to check their website, social media pages, LinkedIn profile, and review websites for their past experiences.
It’s the year 2020, and more and more businesses are relying on technology to deliver an improved user experience. Some use it to support other processes, while others may have integrated it into the core of their business. When identifying your business goals for the year, considering the right IT support should be at the top of your list. IT support solutions that will help increase your company’s efficiency, save money in the long run, protect your digital assets, and keep your employees and customers happy.
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