What sets high-quality, reliable IT support apart from the mediocre, the substandard, and the "my-computer-is-on-fire-again" kind? Is it rock-bottom prices? Flat-fee services that sound too good to be true? At MYDWARE IT Solutions Inc., we believe there are many factors that separate the good from the great. But when clients switch from their old companies to us, we hear the same feedback time and again: they didn’t realize they had bad support; they just didn’t know what good support was.
In today’s blog, we’re spilling the beans on 10 things top-tier IT providers always do. It’s time to stop settling for tech headaches and subpar service that could be putting you and your company at risk. Because great IT providers...
- They Answer the Phone During Emergencies.
When your tech world is crumbling, you don’t have time to wait on hold listening to elevator music or leaving a message in the void. You need help NOW! Emergency IT Support is a Reliable IT providers power. They’ll either pick up the call live or respond within 30 minutes. No one likes a cliffhanger, especially when your server's down!
- They’re Easy to Reach and Highly Responsive for Non-Emergencies.
Need help with a minor issue? A great IT provider is as available as your favorite coffee shop. Just ask around your office. Do your coworkers enjoy working with them, or are they tired of the same tech hiccups, grumpy support staff, or waiting ages for a fix? If everyone rolls their eyes at the mention of IT, that’s a red flag waving high.
- They Offer After-Hours IT Support.
IT issues don’t clock out at 5:00 p.m., and neither should your support. A decent IT company will answer their phones live (not via a maze of voicemails) from 9:00 to 5:00 on weekdays. But the best? They’re on call for you during nights, weekends, holidays, and probably even on their grandma’s birthday. If your tech goes haywire at 3 a.m., they’re there to save the day (or night).
- They Proactively Monitor Your Network.
You shouldn't be the one telling your IT company there's an issue. That’s like having to remind your dog to bark at the mailman. A top-notch IT team will monitor your systems for downtime, breaches, inefficiencies, and more, then come to YOU with solutions and updates. Elite IT providers know well that proactive network monitoring is the key!
- They Have a Customer-Centric System That’s Easy for YOU to Use.
Can you easily “open a ticket” in their IT management portal? A great ticketing system is like having a magic wand for your tech problems – wave it, and the issues are tracked, prioritized, and resolved quickly. If they don’t have an easy system in place, your requests might vanish into a black hole. If your IT provider's system makes you feel like you’re in a Kafka novel, it’s time to reconsider if their customers are their true focus.
- They’ve Prepared, Proposed, and Implemented a Cybersecurity Plan.
Cybersecurity is no joke! If your IT team hasn’t discussed how to implement protection against ransomware and data loss, it’s like going into battle with a foam sword. You want an IT provider who treats cybersecurity like a mission from a spy thriller – constantly updating their tactics to keep the bad guys out. If they’re not regularly proposing new solutions to keep you secure, they might not be cut out for the job.
- They Provide Detailed Invoices That Clearly Explain What You Are Paying For.
Do you know exactly what you’re getting for your money? Or is your IT invoice a cryptic riddle? We’ve seen it all: clients charged a flat fee without a clue what's included. Printer help? New computers? Extra costs? You deserve the whole scoop! Another classic move: overcharging for basic support. Remember, expensive doesn’t always mean better!
Then there’s the notorious “nickel and diming” strategy. Sure, they lure you in with a low price, but then charge for every little request. When choosing an IT provider, ensure they’re 100% transparent about costs. You should always know where your money’s going – you’re not gambling, after all.
- They Carry Cyber Liability and Errors and Cyber Liability Insurance to Protect You.
What happens if your IT team fumbles and your network crashes, or worse, gets hacked? Who’s responsible if a technician gets hurt at your office or accidentally damages your property? In our litigious society, your IT provider better be packing serious insurance – errors and omissions, workers’ compensation, and cyber liability. Don’t be shy; ask for proof. You don’t want to be left holding the bag!
- They INSIST on Periodic Test Restores of Backups.
Imagine losing all your data because your backup wasn’t actually backing up. Yikes! A great IT provider treats your data like gold. They’ll regularly test restore backups to ensure your data isn’t corrupt and can be restored in case of disaster. You don’t want to find out the hard way that your backups were all smoke and mirrors.
- They Get Projects Done On Time and On Budget.
Does your IT provider have a habit of tacking on fees or delaying projects? Red flag! A stellar IT team will accurately estimate timelines and work hard to stick to the schedule and budget. Sure, things can go wrong – this isn’t a fairy tale – but they should communicate quickly and offer solutions. You need an IT provider who’s as reliable as your morning coffee.
It’s time to stop settling for flat-out poor IT service. Tech nightmares should be a thing of the past. If you want to know what trustworthy, reliable IT support is, contact us and we’ll perform a FREE, no-obligation Cybersecurity Risk Assessment so you can see how our team of experts will work together to handle your network stress-free.
