Is Your Current IT Support Up to Standard?

Often a difficult question to answer, being able to accurately assess the performance of your current IT support provider can be crucial to the future growth of your business. In this article we’ll be set out the expectations you should have of any IT provider as well as what questions you should be asking beyond your current SLA commitments. 

Helping you plan for the future 

When adopting IT changes, many firms do not involve their MSP in the decision-making and consulting process in any way. While the final decision on any capital expenditure rests with your organisation's management, consulting with your MSP is always a good first step as they'll likely be able to anticipate challenges and offer knowledge based on their proven expertise. Your provider should have a comprehensive understanding of your current setup and must be able to smoothly integrate any alternative solutions into that framework. 

If you find your provider absent, unable to contact or generally standoffish when wanting to discuss your future direction, this can often be the first signs of a provider that doesn’t invest as heavily the in quality of their long-term relationships. In contrast, a good provider should be open to your proposals, and offer guidance and practical support where necessary to bring your goals to reality. 

Operating with a ‘security first’ attitude 

While this may seem simple, many IT suppliers simply don't take security seriously enough. Your service provider should be able to audit your IT environment for any underlying vulnerabilities. 

They should then supply a set of technical tools to strengthen your cyber defences and keep sensitive data private within the bounds of your network. Educating and advising on security best practises should be second nature to them, and assistance should be readily available to ensure your team maintains access to the resources they require. Additionally, they should be willing to develop a comprehensive data backup and continuity plan that is meant to assure easy data recovery in the event of a serious incident. 

It's all too easy to forget about the GDPR's data security duties, but the legislation hasn't disappeared entirely, and neither have the legal and financial consequences of noncompliance. In the event of a severe data breach, an IT supplier with a negligent commitment to security could ruin your organisation. 

Management of software licences and communication with vendors 

Expecting your IT supplier to manage software licencing on your behalf is not unrealistic. They can keep you up to date and prevent you from paying for services that you don't require. 

Similarly, it's reasonable to expect your provider to interact with vendors if third-party system issues arise. After all, they are hired to handle your technology, so why should you be required to do the footwork to get problems resolved? 

Ultimately, IT outsourcing should simplify your tasks. Your IT partner should assume ownership of the minor administrative responsibilities associated with your networks so that you can concentrate on running your business. 

Commitment to serving their customers 

Your provider should have a deep understanding of the solutions they offer and be prepared to assist you in making the most of them. After all a commitment to said customers will make you and your team feel at ease contacting your provider for advice or support. 

The top providers will start the partnership with a detailed onboarding process designed to obtain insight into the nature of your organisation, industry challenges, commercial constraints, and the present state of your IT system. 

Backed by a comprehensive SLA 

A clear SLA is essential for ensuring that the service you receive is structured and delivered as according to your expectations. A clear SLA is essential for ensuring that the service you receive is structured and delivered as according to your expectations. The SLA should include information on the services to be provided in addition to any performance targets, as well as references to key performance measures. A well-managed IT provider will be willing to guarantee some parts of service performance, and may even offer remedies if critical targets are not fulfilled. 

In terms of the assistance they offer, consider suppliers who can give a helpdesk that is manned 24 hours a day, seven days a week. This may appear unnecessary, but if you require assistance when you decide to stay late or go on an overseas business trip, it will suddenly make sense.  

Then consider measures such as response and resolution time. A reputable supplier would aim to respond to support queries in less than 30 minutes and to thoroughly resolve issues on the first contact. 

Ensuring you get the most from the tools at your disposal 

Our specialists will spend time getting to know you, your team, how you do business, and your future goals and visions. We will collaborate with you to discover what complements the way you conduct business and will guarantee that you are always up to date with the latest technology that is helpful to you, while also ensuring that you always remain compliant with regulations. Don’t hesitate, get in contact with us and see how we can help you.