IT Support is Great
Having great IT support can save you both time and money, plus create an environment where employees are happier. You put a lot of hard work into running your business. It takes prioritizing your time to make sure everything is taken care of. Figuring out how to fix your computers, servers, networking equipment, and keeping it all safe from hackers is not the best use of your time. It costs you more money trying to solve your IT support problems because your time could be better used elsewhere to grow your business.
IT Support that is Not So Great
IT Support that is Great
What is IT Support (Break/Fix)
You may hear Break/Fix IT Support from various IT companies. What this means is when an IT device stops working an IT professional will fix it. When you have great IT support it gets fixed quickly and is done right the first time. The alternative to getting the best solutions and IT services will end up costing you more money and a lot of wasted time. Great IT support doesn't have to cost an arm and a leg either. Getting the lowest priced support isn't always the best because they may be less hourly but spend more time fixing your problems which adds up in costs. If an experienced technician fixes your problem in an hour but charges $175 to do it, that is less expensive than an unexperienced technician spending 2 hours at $100 an hour rate. It also saves you time by letting your employees go back to work quicker, and over the long run will save you a lot more money and time.
What You Can Expect from Our Great IT Support
Out IT support has qualified and quality IT professionals that understand technology and know how to fix it right the first time. They answer the phone right away and if we are super busy providing great IT support to other customers, we always get back to you the same day, usually within an hour. We don't provide subpar service if you don't pay for higher tiered service plans like some other IT support companies do. We provide the best service for all our customers so you can feel confident your IT support needs are taken care of.
How to qualify great it Support
Asking this question helps you understand the level of IT support you will get from what is typically called Tier 1 support. This is usually the first person to take a look at your problem before it gets escalated to more experienced IT professionals. At a minimum they should have 1 year of IT support. If there are more than 3 tiers of support technicians, they are likely fluffing tiers to provide lower quality support to customers.
Solving the same problem over and over again gets expensive. You want the problem fixed right the first time. Knowing the average of the first time a problem is reported and fixed and how it gets measured is important. If a ticket gets closed for an IT support issue but the same problem happens again you want your IT support to track those issues and not count it towards a first call resolution. Fluffing numbers is common practice for providing poor quality IT support.
Some IT support companies charge differently for more experienced technicians. This provides subpar support to get it fixed right the first time and adds incentive to the support company to not provide great service because they charge more if you want it. Having a consistent price for hourly rates encourages the IT support company to fix the problem correctly the first time. Rates vary per support company, and if pricing is less than $100 an hour, you can expect poor IT support. Different hourly rates for afterhours support are typical and does not apply to regular hourly rates.
Usually, the lifecycle for hardware is 5 years. It can be 3 years, but past 5 years the hardware starts to have more frequent problems and doesn't run software as efficiently which can waste employees time costing you in lost productivity. If the company only supports hardware purchased from them because they say it can't be guaranteed to work, that's a false statement. IT hardware is mostly a commodity item and can be supported provided it is sized appropriately for the tasks it will be doing.