What should you ask IT support companies?

Choosing an IT support company for your organisation may seem quite daunting. Making the right decision may seem like a strenuous task for employers as you want to ensure your support provider is able to enhance your business productivity by taking care of your internal IT requirements.

Below are four main questions you should ask a potential provider to ensure they can provide you with the service you expect;

1. What is covered by the service agreement?

It is essential for all businesses to know what you are entering into when you sign up for a support agreement. The last thing employers want is to call their IT provider to resolve a problem with faulty hardware to find it is not supported in the terms of agreement.

2. What service levels can we expect?

Service Level Agreements (SLA’s) are provided so companies know how long your IT support provider will take to respond to and fix potential problems. When paying for support you should be fully aware of whether your support provider is providing you with the level of service you expect.

3. Can we negotiate the terms of the SLA’s?

Any SLA which has been agreed should be beneficial for both your business and for the supplier. A support provider will not set an agreement which they cannot fulfil therefore you should be able to renegotiate any terms on the agreement to ensure you both benefit from the service.

4. Can we speak to your existing customers?

Testimonials and customer reviews may not be enough to make up your mind, therefore asking an existing customer about their personal experiences with a company may give you a better insight into how the support provider can benefit you.

When signing a contract with an external IT support company, do not be afraid to ask questions as any keen supplier should have your best interests at heart.