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, 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 poor or no response from your IT provider, 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 upon 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 being 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: Inconsistency is a magnet for bad customer relations between clients and employees. Again, this plays into having a preemptive strategy of technology. For example, 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. Working with a managed service provider is in part, about having an efficient process for business continuity. Your managed service provider should cultivate a culture of partnership. Their staff should take the time to understand your complete processes as well as comprehend what process are most vital to your business. Simply going through the motions ticket after ticket, providing quick band-aid fixes for the sake of just getting things done shows incompetency. Not to mention, doesn’t help your productivity if you’re continuously calling in about the same issue.
The most reactive solution, break-fix, may seem like cost savings without having a monthly fee. With this model, typically you find a professional when something breaks and they fix the problem. However, often times this is a temporary fix and doesn’t address the root cause of the issue. In this model, typically you end up dealing with a lot more of same problems, technicians profit off your downtime and can be actually deceiving you when it comes to fixing instead of prolonging the inevitable. You’re paying the emergency response rate which can cost a fortune in a small amount of time. If you want a rundown on how SLA could impact your business check out the three models of IT here.