THE CHECKLIST OUR COMPETITORS DON’T WANT YOU TO SEE!
Finding the right IT Support Company can prove to be a difficult task, especially if you are unsure what questions to ask.
Because of this, we have put together the above checklist to make your life a little bit easier throughout the due diligence process!
The following list of questions on this document should be asked in order to identify the best IT support services provider for your business requirements. If you are unsure about why you are asking any of the below questions then don’t hesitate to call us on 020 8501 7676 for assistance.
THE IMPORTANCE OF GOOD CUSTOMER SERVICE.
“We came to you in a bit of a mess; suffering from an outdated IT infrastructure and poor service from our previous supplier. To summarise, we feel that we have received proactive, positive and technically excellent support throughout the year”. Bill Feeny, PIP.
A LIST OF IMPORTANT QUESTIONS TO ASK.
1. TELEPHONE AND REMOTE DAY-TO-DAY IT SUPPORT SERVICES.
1.1 Will your team endeavour to assist us with ANY IT related problems (including problems with 3rd party applications) without us incurring additional charges?
1.2 In the event of an emergency, will an engineer start to look at the issue immediately in order to minimise downtime and maintain business continuity?
1.3 Is your service desk located in London, allowing you to provide rapid onsite support assistance when required?
1.4 Will an engineer visit our premises within 24 hours if an issue cannot be fixed remotely?
1.5 Does your support package include unrestricted onsite support visits with no hidden charges?
1.6 Will an engineer liaise directly with the manufacturer to resolve any issues with faulty hardware that is still under warranty?
1.7 Do you provide support for mobile devices, including tablets and smartphones?
1.8 Do you have a fully documented escalations procedure in place if we are unhappy with the level of service provided?
1.9 Does your London service desk provide 24 hour IT support as a service?
2. NETWORK MONITORING AND PROACTIVE MAINTENANCE.
2.1 Do you have a dedicated team that proactively monitors ALL elements of our network infrastructure and act quickly upon any issues?
2.2 Can we expect to receive an immediate response in the event that our server, internet and/or network connectivity goes offline?
2.3 Do you provide us with scheduled monitoring reports that will be emailed to us? Do the reports include a breakdown of monitoring activities and proactive support that has been completed
2.4 Will you conduct scheduled network maintenance?
2.5 Will you conduct scheduled software and security updates?
3.1 Are you ISO27001 accredited, demonstrating a commitment to delivering the highest standards of information security management?
3.2 Do you regally scan our network and update our Anti-virus and Anti-malware software definitions?
4. SERVICE CONTRACTS.
4.1 Is the first 3 months of our service contract subject to a 1 month notice period?
4.2 Does a 3-month rolling notice period apply thereafter?
4.3 Do you have a transparent Service Level Agreement and if so, will you provide us with a copy of this before we commit to using your services?
5. CUSTOMER SERVICE.
5.1 Do you have a Customer Services Charter?
5.2 Are you ISO9001 accredited, demonstrating a commitment to delivering a consistency high standard of customer service?
5.3 Are you a Microsoft Gold Certified Partner and Microsoft Small Business Specialist?
5.4 Will you assign to us a dedicated Technical Account Manager who is responsible for maintaining quality of service and providing ongoing strategic guidance?
5.5 Have 50% of your staff been employed by the company for 3 or more years?
5.6 Are all of your engineers directly employed Microsoft and Apple certified professionals with up-to-date training?
5.7 Do we have access to an online helpdesk, allowing us to log new and track existing support issues?
5.8 If requested, will you provide us with references from existing clients?
6.1 Do you develop and maintain your own service infrastructure, avoiding the resale of white label products in order to retain full control of the solutions that you sell to your clients?
6.2 Do your cloud services come with a 99.9% uptime guarantee?
7. STRATEGY AND CONSULTANCY.
7.1 Will you conduct a FREE IT network Infrastructure audit as part of your client take-on process at no additional cost?
7.2 Following the audit, will you provide a client-take on report that incorporates a short, medium and long-term IT strategy roadmap?
7.3 Will our Technical Account Manager contact us every month to discuss our IT strategy and ongoing IT requirements?
7.4 Can I pick up the phone and speak to an IT consultant at any time for strategic guidance and expert advice?
DID YOU FIND THE ANSWERS YOU WERE LOOKING FOR?
If you didn’t then don’t settle for second best, call Our IT Department today on 020 8501 7676 and find out more about our award winning range of IT support services and technology solution for London business. Alternatively click on one of the icons below to contact us online.