8 Questions You Should Ask Potential IT Support Providers

Key Questions to Ask

1. Do you know my industry? If a support company has experience of dealing with other operations in the same field, they’ll know of any specialist software and any unique requirements. Companies such as Syntax have experience in a wide range of business areas.

2. Where are you located? When it comes to IT support companies London has many to choose from. Selecting one that’s local to you means they’ll be able to respond quickly when you need to have a technician on site.

3. Can I speak to existing clients? A good supplier won’t have anything to hide by letting you speak to customers. You need to ask how responsive the company is, do they stay within budget and most importantly, did they deliver what they promised?

4. Will I have my own account manager? In the event of problems, it’s vital that you have someone you can go to directly. If you’re passed around between members of a team, you won’t feel like a valued customer. Having your own account manager helps cement the business relationship.

5. Are the service commitments set out in writing? The man around the corner might turn up when you call him, but if you’re dealing with a professional support company, you need to know that they’ll provide services on time and at agreed levels. Not only do you need a service level agreement, ask to see a customer charter too.

6. What hours does the contract cover? If you run a 24-hour business, you need support to match. There’s no point in employing a small company that can only offer you service during office hours. Find out if out of hours support is via people who are on standby, via a call centre, or whether you can get through to a technician straight away.

7. Will you monitor my system? A good supplier can keep an eye on your system remotely and identify problems early. They may be able to carry out remote fixes too, make sure you find out what security measures are in place to protect your systems if this is the case.

8. What other services do you offer? Support when things go wrong is only part of the package you need. Ask if your supplier can help with ongoing maintenance and updates. Do they offer extra services like disaster recovery?

When you’re looking for IT support companies London has many, such as Syntax, to offer. By asking the right questions, you can be sure you find the one that’s right for your needs.