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Why are you ok with slow response for technology support?
During my visits with the business owners we bring on board to the Vision ForeSite program one of the questions I pose to them is whether or not they were happy with their current IT resource. When the response is in the negative the reasoning behind it is pretty simple. Usually (and by usually I mean 8 times out of 10 times) it’s because of poor or lack of responsiveness.
Your business deserves better than a slow response when technical problems are keeping your staff from being productive. The fact is when you work within a reactive, break/fix technical relationship like most people do then the productivity of your staff is only as good as the support team backing them up. If your staff is waiting any more than a handful of hours at the most to get help then there is a definite problem.
Response time, in my industry, is what makes a great relationship. Our clients don’t have many technical issues, but when they do, they are immediately talking to one of our engineers. If a server crashes on a weekend, our emergency response team is taking care of it within an hour so the business doesn’t start the work week by not working. When our remote users are in need of technical support or training, they make one phone call and get it immediately.
Technology will never be perfect no matter how much money you spend but having a skilled, responsive IT services and support team in place will make a overwhelming difference when it’s time to look for help. The faster the response, the lower the amount of frustration.
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