Do You Dislike Your IT Provider? 8 Questions to Ask an IT Support Company

IT service providers vary greatly from one another. Perhaps your business has worked with the same provider for years, making it simple to renew the agreement without giving it much thought. However, IT support is a crucial service that can significantly affect the operations and reputation of your company. Examine your current IT service provider to see if you are receiving the services you require at the level of quality and cost that you desire.

If your current provider isn't completely satisfying you, it's time to switch. The first step in choosing the right partner is knowing the right questions to ask an IT support company.

1. How long have you worked in my sector?

All businesses require IT services, so any provider of IT support ought to be able to provide them, right? Even though a lot of businesses will try to convince you otherwise, your provider needs to have demonstrable experience in your sector.

Why is sector-specific experience important? You want to cooperate with an IT firm that is knowledgeable about:

Operations

The requirements for IT can differ between industries. Whether you need general support or help with a specific project, you want to be sure that your IT provider is familiar with the workings of your sector.

Challenges

For instance, the challenges in healthcare and those in architecture will differ. Your IT partner is there to support you in overcoming obstacles, and doing so is much simpler when they have dealt with issues unique to your industry.

Risks

IT risks vary across different industries. Some industries, for instance, are the main targets of cyberattacks. Others might prioritize certain risks differently. Do you prefer an IT support company that understands these risks or one that classifies risks uniformly across all industries?

Inquire about the sectors that your prospective IT support provider serves. Inquire if the IT support company has received any rankings or honors pertinent to the industry in which your business operates. Consider choosing a different option if the provider lacks experience.

2. What Support Is Covered by the Contract, Second? What Is Left Out?

Examine the specifics of your potential contract to learn what to look for in a managed services provider. Some potential sources of assistance to consider are:

Help desk

Do your staff members require ongoing tech support? Any queries can be answered by an IT help desk, which can also assist in keeping everyone's devices functional so they can perform their jobs.

Data security

Data is an essential asset for your company that must be safeguarded. Does the agreement you have with your IT provider cover data backup and security? This addition might prevent a future catastrophe for you.

Network monitoring

The network of your business probably covers a lot of places and things. No matter how large your network is, it must be secured. Does your support agreement cover network monitoring to detect and stop unauthorized access and damage?

Mobile device and server management

Mobile technology is now essential to daily life. On their smartphones, tablets, and personal computers, many workers have access to their employer's network. Does the management of these devices fall under your contract for IT services? Additionally, you should be aware of whether server management, which may involve updating and configuring your server, is covered by your contract.

The contract's exclusions are just as important as its inclusions. If your contract doesn't include a necessary IT service, you will need to handle those duties internally or collaborate with another partner to ensure you've got everything covered.

3. How Quick Are You to Respond?

Response time is one of the most crucial questions to ask an outsourced IT support provider. How quickly should you anticipate a response from your IT partner? How will response times for a comparatively simple issue and an IT emergency differ? When requesting a response time, take into account:

Help desk hours

The help desk of your partner is available to respond to your team's routine IT inquiries. While some help desk support operate around the clock, others have set business hours. Consider the degree of assistance that your business requires. When contacting the help desk during business hours, how quickly can you anticipate getting help? Are there going to be lengthy waits? Will unresolved open tickets remain open for days?

Response time for security issues

IT issues are not always urgent. Some problems can be postponed for several days without significantly harming your company. Other issues cannot wait. You want to know that your partner will be available and prepared to assist if there is a significant disruption to your IT operations or a security issue.

Duration from response to solution

How long will it take your IT support provider's team to address your issue after you connect with them? If it takes too long to deliver an effective result, a quick response is of little use.

4. How Long Do Customers Stay With You?

The average customer retention rate for the IT services industry is 81%7. A very telling metric is customer retention, which can be used to gauge how satisfied an IT support company's clientele is. High levels of satisfaction are indicated by high retention. You should be wary if the prospective IT partner has a poor customer retention rate or won't disclose that statistic.

Ask IT service providers for that number without hesitation. Request testimonials from pleased clients and an explanation of any client decisions to leave and work with another partner. Businesses with a proven track record of providing top-notch customer service will be able to provide you with that knowledge.

Poor customer service and a failure to provide value are common causes of customer churn. In reality, you might be looking for a different provider for related reasons, and you should try to avoid choosing another IT partner who will present the same difficulties.

5. How Do You Handle Support Tickets?

The process of submitting support tickets is one of the most crucial questions to ask an IT support provider. That process can have several steps, so you might inquire:

How is a ticket opened? A support ticket should be opened quickly and easily. Inquire about the process from any potential IT support providers. Do they employ a particular system? Can a ticket be opened via an online portal? Can a ticket be opened over the phone?

How are support tickets assigned a priority? The team handling support tickets may have a lot of problems to solve every day depending on the size of your business and the size of your IT partner's other clients. What order are these problems in? What system does the IT service provider employ to sort, classify, and rank critical issues? You want to be sure that your IT problems are being handled promptly and efficiently.

How are complaints handled? Maintaining the smooth operation of your business depends on ticket resolution. Does the IT partner let you, the client, know when tickets are resolved? What happens if you're not pleased with how things are resolved? Do you require opening a fresh ticket?

6. Can Your Business Handle the Size of My Organization?

A managed service provider's suitability for your business will partly depend on its size. Check to see if your company falls into the small- and midsize business category or if it is categorized as a larger business. Your company's size is determined by things like the number of employees, physical locations, and annual revenue. Small businesses typically have between 10 and 49 employees, midsize businesses between 50 and 249, and large businesses with over 250 employees.

Find out what types of clients an IT partner serves before choosing them. For businesses with more than 250 employees, a large business-focused IT provider makes a promising fit. On the other hand, IT support companies that primarily work with big businesses might not be familiar with their clients' needs. Inquire about the other clients your prospective IT partner serves that are comparable to your company in terms of size and industry.

IT service providers who haven't worked with companies your size before might not live up to your expectations. A common reason for provider switching is outgrowing an IT support partner or realizing the partner does not comprehend the needs of a business your size.

7. Will I Be Assigned a Personal Account Manager?

When working with a partner, you want to be sure that they are aware of the particular requirements of your company. You should be able to develop a rapport and sense of trust with that partner as well. It's a good idea to start with an IT support company with experience working with businesses your size and in your industry, but it's also crucial to figure out how you'll communicate with that partner. An accountable account manager will:

Provide continuity of service

You don't want to squander time trying to explain your IT problems to various people. Your primary point of contact for addressing problems and asking questions to the rest of the support staff can be a dedicated account manager. You can get the most out of your IT service provider if you have an account manager who is knowledgeable about your industry and company.

Know your company's long-term objectives

Your business operations depend on IT services. Even if those services are outsourced, they still need to adjust to the shifting needs and goals of your company. A committed account manager will be well-versed in the long-term objectives of your business, enabling them to assist you in modifying your IT service as necessary.