10 Things Outstanding IT Providers Should ALWAYS Do!

What distinguishes exceptional IT support from the average? Is it lower costs? Flat-fee service plans? At AtoZinIT, we believe there are several factors that separate good from great providers. When clients transition to us from their previous providers, they consistently express the same feedback—they didn't realize what quality support entailed until they experienced it themselves.

In today’s blog, we're outlining 10 practices consistently observed among top-level IT providers. It's time to say goodbye to technology headaches and substandard service that could jeopardize your business.

Great IT providers:

1. They promptly answer calls during emergencies.
   
   If you're facing an urgent issue, waiting on hold or leaving a message isn't an option. You don't have time to wait for help you need NOW. Reliable IT providers understand the urgency and respond immediately or within 30 minutes.
2. They are consistently accessible and responsive for non-emergencies.
   
   Are they easily accessible, even for minor tech-support matters? A simple method to assess this is to ask around your office. Do your employees find working with them pleasant, or do they find themselves exhausted from encountering the same problems repeatedly, dealing with unsatisfactory customer support, or waiting forever for solutions? If the answer is no, it serves as a warning sign.
3. They offer after-hours support.
   
   At the very least, any reputable IT company will ensure LIVE phone support, avoiding voicemail or automated phone systems, and will be available from 9:00 a.m. to 5:00 p.m. on weekdays. However, numerous CEOs and executives operate beyond traditional "9 to 5" hours and require IT assistance during evenings and weekends. Exceptional IT firms offer round-the-clock support, guaranteeing fast response times regardless of the time or day.
4. They proactively monitor your network.
   
   You shouldn’t have to bring issues to the attention of your IT company! Instead, their team of technicians should proactively monitor your systems for downtime, breaches, inefficiencies, and other issues, and then provide you with proposed solutions and updates.
5. They provide user-friendly support systems.
   
   Can you easily open a support ticket through their IT management portal, facilitating proper assignment, tracking, prioritization, documentation, and swift issue resolution? Their ticketing system ought to be designed to simplify request submissions for customers. If such a system is absent, there's a considerable risk that your requests might be overlooked, neglected, or forgotten. In such instances, it's worth questioning whether their customers truly hold their focus.
6. Have they prepared, proposed and implemented a cybersecurity plan for your organization, including protection against ransomware and data loss?
   
   Cybersecurity poses significant challenges! If your IT team hasn't come to you with plan for safeguarding your business, they may lack the expertise necessary to deliver the level of support and protection you require, thereby exposing you to risks. It's imperative to work with an IT provider that prioritizes cybersecurity and consistently introduces innovative solutions to protect you from evolving hacker tactics.
7. Do they provide detailed invoices that clearly explain what you are paying for?
   
   Do you have a clear understanding of what you're paying for? This issue often shows up in one of a few ways. One common scenario is clients being billed a flat fee without a clear breakdown of included services. Are printer assistance or computer procurement part of the package, or are they additional costs? You deserve to know!
   
   Another concern is being charged excessively for support that doesn't match the price tag. It's vital to note that high costs don't always equate to superior service!
   
   We often hear about businesses initially attracted by low prices, only to face extra charges for every minor request. It's essential to select an IT provider committed to full cost transparency, ensuring you're always aware of where your money is allocated.
8. They carry cyber liability and errors and omissions insurance to protect you.
   
   If your IT team inadvertently causes network issues resulting in prolonged downtime, data loss, or a security breach, who is responsible? Moreover, what if one of their technicians sustains an injury on your premises or damages your property?
   
   In today's litigious society, it's crucial to ensure that any service provider you engage is adequately insured. Requesting proof of errors and omissions insurance, workers’ compensation coverage, and cyber liability insurance is prudent. Don't hesitate to ask for policy documentation for your review.
9. They conduct regular data backup testing.
   
   If your IT provider neglects regular data backups and fails to ensure their integrity, you risk losing EVERYTHING in the event of a restore. Sadly, we've witnessed such scenarios unfold. It's imperative that your IT company regards your data with the same level of importance as they would their own.
10. They deliver projects on time and within budget.
    
    If your IT provider frequently adds extra fees or delays projects, it may be time for a change. Outstanding IT providers diligently forecast project timelines and strive to adhere closely to both the schedule and budget. Things can and will go wrong from time to time (its inevitable with technology), but they should be promptly communicated to you along with proposed solutions.

It’s time to stop settling for mediocre IT service. Technological nightmares should a thing of the past. If you want to know what fast, reliable, and knowledgeable IT support looks like, we invite you to take advantage of our complimentary, no-obligation IT Systems Assessment. Our team of experts will collaboratively evaluate your network, offering optimization suggestions and highlighting any cybersecurity vulnerabilities. Following the assessment, you'll receive a comprehensive list of recommendations to enhance your business technology.

To get started, click here to book your FREE Network Assessment now or call our office at 704-702-0003.