What you Need to Know About IT Service Response Times
Partnering with any type of service provider you should be able to expect nothing less than gold standard when it comes to responding to issues pertaining to their provided service and your business. With today’s business environment, technology, and infrastructure management needs to be your strong suit, and if you’re experiencing lagging issues with consistency and finding resolutions to your daily problems, your IT bubble is on the verge of popping.
If you’re continuously getting voicemail’s and leaving unread emails, strongly consider reviewing your service level agreement (SLA). As a Managed Service Provider, we base our client’s success on our own ability to find resolutions in a secure and timely matter. A response time should be something you can rely on under any circumstance. When evaluating a response time for your consideration, here are some major points to consider moving forward:
• Proactive Network IT Solutions: What services provided by your IT staff would you consider to be actual proactive measures? This should be your number one priority when leveraging Managed Services as a remedy to your environment for your office. Instead of always counteracting the downtime by waiting for responses. Make sure your IT department understands your wish to maintain a low-risk downtime in your investment of technology.
• Inconsistent helpdesk: Unresponsive and inconsistent implementation solving problems is a magnet for bad customer relations between clients and employees and is rooted in the golden rule of the preemptive strategy of technology. If you’re running an e-commerce storefront and experiencing abandoned carts due to server complication, that’s just poor customer service.
• Speed is not always the best metric: Speed doesn’t compensate for poor decision making or the pressure you’re getting from clients or higher-ups. Working with managed service providers is about completing the efficient process for business continuity. Cultivating culture in your business and in partnerships is about taking your time to understand your processes with rigor, in a competent and friendly way. Going through the motions ticket after ticket for the sake of just getting things done creates a rude and incompetent atmosphere, and doesn’t look good on your top or bottom line at all.
If you’re in a stage where your business and managed services might not get along, check out some of my fallacies and myths about IT services.