When you’re looking around for a few Support Provider, it can be confusing what are the basic elements a support service should contain. So our CEO, Chris, has put together a quick video running through the top 5 aspects of a support service you should be getting. Watch the video or read the transcription below.
The top 5 features to look out for in an outsourced IT support agreement include the following:
1) Unlimited Calls to your Helpdesk
The helpdesk should open from 8am to 6pm, Monday – Friday, and if you want extended hours or 24/7 that should be available as well.
2) Unlimited Callouts to your Site
Unlimited callouts could be if you need a single PC or laptop installation, or you need something fixing onsite or on premises.
3) 24/7 Monitoring & Alerting of Infrastructure
So that could be capacity, back-up, viruses, internet line – all of those should be alerts that are sent to the helpdesk, so they can log a support call and fix the problem for you.
4) Dedicated Technical Account Manager
The reason we say ‘technical’ is because sometimes it’s a little surface deep just to have somebody that talks to you about the higher level parts of the support service. It needs to be somebody who can talk to you about potential technology recommendations, how the support is working, somebody who understands the technology and can portray that across to you in the right way.
5) All-inclusive Fixed Monthly Fee
So that you can budget for it, but also on a single, simple contract. So you don’t actually have to lock in forever & a day It’s easy in & it’s easy out.
So those would be the top 5 features of an outsourced IT support contract, if you would like more information on this type of service check out our IT Support page or get in contact at the details below.