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10 Things Great IT Providers Always Do

By Go2IT

10 Things Great IT Providers Always Do

In the vast sea of IT support options, what truly distinguishes top-tier service from the rest? Is it merely competitive pricing or the promise of flat-fee packages? At Go2IT, we’ve come to understand that the hallmark of outstanding support lies in a comprehensive approach that addresses the core needs of businesses. When clients make the switch to our services, they often share a common sentiment: they hadn’t realized what exemplary IT support looked like until they experienced it firsthand.

Today, we delve into the core principles that define exceptional IT providers. It’s time to bid farewell to tech headaches and mediocre service that could potentially jeopardize your operations.

Great IT Providers…

Answer the Phone During Emergencies

In moments of crisis, every second counts. Reliable IT providers understand the urgency and pledge to either answer calls live or respond within a mere 30 minutes.

Can Be Reached Easily and Are Responsive for Non-Emergencies

Are they readily available, even for small tech-support issues? One way to check is to ask around your office. Does your staff enjoy working with them, or are they tired of dealing with the same issues repeatedly, dealing with unhappy customer support or waiting forever for solutions? If the answer is no, that’s a red flag.

Offer Around-the-Clock Support

At the bare minimum, any IT company worth their weight will answer their phones LIVE (not voice mail or phone trees) and respond from 9:00 a.m. to 5:00 p.m. every weekday. But many CEOs and executives work outside normal “9 to 5” hours and need IT support both nights and weekends. High-quality IT companies can be reached after-hours any time, any day, and will still provide a fast response time.

Proactively Monitor Your Network

You shouldn’t be alerting your IT company to an issue! Their team of technicians should be monitoring your systems for downtime, breaches, inefficiencies and more and coming to YOU with proposed solutions and updates.

Have Easy-To-Use, Customer-Centric Systems

Can you easily “open a ticket” in their IT management portal so they can properly assign, track, prioritize, document, and resolve your issues quickly? Their ticketing system should be set up to make it easy for customers to submit requests. If they don’t have a system in place, we can practically guarantee your requests will sometimes get overlooked, skipped, or forgotten. If this is the case, it’s time to question whether their customers are their true focus.

Prepare, Propose, and Implement Cybersecurity Plans

Cybersecurity is a huge issue! If your IT team hasn’t come to you with a plan on how to protect your business, they might not be qualified to provide you with the level of support and protection you need, which is undoubtedly putting you at risk.

You want to work with an IT provider that takes cybersecurity seriously and is regularly proposing new solutions to keep you secure from hackers’ latest advances.

Provide Clear and Detailed Invoices

Do you know exactly what you’re getting for your money? This problem shows up in one of a few ways. The most common thing we see is a client being charged a flat fee, but they have no idea what that service includes. Can they get help with their printer? How about sourcing new computers? What’s extra? You deserve to know.

Another issue is overcharging for a level of support that doesn’t reflect the price tag. Important: expensive support does not necessarily mean the service is better!

A common problem we hear about is when businesses hire an IT company because they offer a very low price and then end up ‘nickel and diming’ their clients for every small request to make up for the bottom-feeder price they’re charging.

When choosing an IT provider, make sure they’re willing to be 100% transparent about costs, so you always know where your money is going.

Carry Cyber Liability and Errors and Omissions Insurance

If your IT team creates a problem with your network that causes you to be down for hours or days, to lose data or to get hacked, who’s responsible? What if one of their technicians gets hurt at your office? Or damages your property while there?

In this litigious society we live in, you better make darn sure whomever you hire is adequately insured with both errors and omissions insurance, workers’ compensation, and cyber liability—and don’t be shy about asking them to send you the policy to review!

Insist on Performing Periodic Test Restores and Backups

If your IT provider isn’t regularly backing up your data and making sure it’s backed up, you could lose EVERYTHING if you need a restore. We have seen this happen. Make sure your IT company is treating your data as if it’s as valuable as their own.

Complete Projects On Time and On Budget

If your IT provider is constantly tacking on fees or delaying projects, it’s time to switch. Great IT providers accurately estimate project timelines and work hard to stick as closely to the schedule and budget as possible. Things can and will go wrong from time to time, but they should be quickly communicated with proposed solutions.

It’s time to stop settling for flat-out poor IT service. Tech nightmares should be a thing of the past. If you want to know what trustworthy, reliable IT support is, we’ll perform a no-obligation Network Assessment so you can see how our team will work together to handle your network stress-free. We’ll provide optimization ideas, share if and where you could be vulnerable to a cybersecurity issue, and leave you with a list of ways to improve the technology in your business.

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