IT Support Company: Learn an Essential Vendor Selection Criteria
Choosing a new IT support company is a big decision. It shouldn’t be taken lightly. They will have the responsibility for a significant part of your business’ ability to run smoothly. A good company you can form a relationship with is going to lead to minimal problems down the road.
We’ve come up with a list of questions you can ask in the onboarding process. This way, you can be sure they are the right company for you.
1. Can you tell us the size of your company and if you expect to grow?
This is important, as you want an IT company that has the capabilities you need. Small IT companies can be great. They can give you the close attention you need. But then, larger companies may have access to more resources and skills.
2. What locations do you work in?
If you have a company with only one location, this won’t be an issue. But then, if your office spends several locations or even countries, you’ll want an IT company that can service all of these different areas.
3. What levels of support do you offer?
Some IT companies offer multiple types of support packages, depending on your needs. This might include a monthly retainer, where you pay a set amount each month for the services. There may also be ‘pay as you go’ support options. This means paying just for the time you need.
4. What are your response times? Are they guaranteed?
IT problems are often very time-sensitive. You need to be sure the company you choose can serve you quickly. This will be related to the type of service you subscribe to, and to the size of the company. A smaller company can be more agile and quick to respond, for example.
5. Will I get an account manager?
If you need regular support, having an account manager will be a good idea. This is a dedicated person that is responsible for handling your needs and concerns, and will then look to manage people internally to get the work done.
6. Do you have training policies for your engineers?
IT technology is constantly changing, so regular upskilling is necessary. If you can get access to the type of training the engineers to go through and find out if there is a dedicated training budget, this will make all the difference to how they can service your company.
7. Do you offer hardware as well as support?
If you are regularly buying hardware for your company and can get this directly from your IT company, it can be very beneficial. This means that everything will be standardized. If something breaks, you can get a replacement direct from your IT company.
8. What are the cancellation terms?
This will be another important question if you need to stop working with the company for any reason. Ideally, you should have a clear period, generally 30 days, when the contract will end after your last payment.
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