Is It Time for You to Change Your IT Managed Service Provider?
Is It Time for You to Change Your IT Managed Service Provider?
8 Signs It’s Time to Consider Switching to a New Atlanta Managed Service Provider
How is your managed service provider doing lately?
You may be busy with other things and happy to let your IT coast as long as no emergencies crop up—but just because things aren’t exploding doesn’t mean you’re getting the high level of service you deserve.
Your managed service provider should do more than just keep emergencies from happening. They should be continually looking to improve your company’s IT security, stability, efficiency, and functionality.
If they’re not doing that, it can impact your company at every level—and impact your bottom line.
Number 1: Is It Difficult to Get in Touch With Them?
Are you having trouble reaching them when you need to? If so, this could be a problem—especially if you’re experiencing a technical issue.
Every minute your employees spend on the phone, waiting for someone from tech support to come to your aid, is a minute they lose productivity.
If you and your team are spending a lot of time waiting on hold, this might be a sign that they’re not prioritizing your business like they should be.
Number 2: Do They Seem Annoyed When You Call?
This should go without saying, but if the team doesn’t genuinely seem to want to help you out, they might not be the best fit for your business.
When you call them, are you reaching employees who are knowledgeable—or who seem to be reading from a script?
Are their tech professionals friendly, helpful, and willing to put the work in to solve your tech issues, or do they seem to just want to get you off the phone as soon as possible?
If you find yourself constantly frustrated when contacting them—or if you dread picking up the phone to place the call—it may be time to consider other options.
Sign Number 3: Do They Deliver on Their Promises?
This is another thing that should go without saying: do they do what they say they’ll do?
When your managed service provider tells you that they’ll call you back, do they do it? Or do you have to constantly chase them?
If they say they’ll put some measure in place, are you confident they do it? Or do you have to remind them?
If they don’t do what they say they’ll do on a basic level, it may be time to find a new managed services provider.
Sign Number 4: Do They Understand How Your Business Works?
Ideally, your managed service provider should understand your business and how your IT needs fit into it. If they’re recommending a software upgrade or solution, it should be because this is the best thing for your business—not just because it’s trendy.
Your managed service provider should be operating like a valued partner to your business—assessing your needs, understanding your capabilities, and helping you make sound decisions about your IT operations.
If they’re not doing that—and if they seem not to understand how your business works on a basic level—then you can’t really trust them to make recommendations based on the best interests of your business.
Sign Number 5: Are They Proactive About Handling Your IT Needs?
The “break / fix” model of IT support—when you only call in an IT professional when something breaks—is an outdated and inefficient model.
Managed service providers are supposed to be involved in your IT operations on an ongoing basis—applying preventive maintenance, upgrades, security measures, and disaster recovery solutions that ensure problems don’t crop up in the first place.
If you only hear from them when something breaks, it may mean your managed service provider is operating on the outdated “break / fix” model—even though you’ve hired them not to.
Sign Number 6: Is Their Pricing Predictable?
Most managed service providers operate on a monthly subscription basis. The benefit is that your IT costs are predictable, and you theoretically don’t get a big bill every time there’s an emergency.
But some managed service providers adopt a more a-la-carte pricing model. This isn’t always bad in and of itself—but it can be, when the costs are unexpected and a strain on your budget.
Your managed service provider should help you understand exactly how they charge, what’s included in your Service Level Agreement, and what’s considered outside of scope.
If you find yourself being constantly surprised by your bill from them, you may be better served elsewhere.
Sign Number 7: Is Their Technology Working for You?
Are you constantly submitting trouble tickets and help requests? Do you feel like you’re frequently putting out fires that they should be able to handle? Are your team members often on the phone with their technical support staff?
Have you experienced any big letdowns lately—like a cyber security breach or a loss of important data?
It shouldn’t be this hard. If your managed service provider is constantly letting you down, you can definitely do better elsewhere.
Sign Number 8: Are They Transparent with You?
Does their team constantly speak in jargon, or do they break things down so the non-technical members of your team can understand?
Do you know exactly what’s in your Service Level Agreement? Are you surprised by extra costs for things that you thought were covered in your monthly subscription?
Do they identify and explain upcoming risks to you, highlight opportunities to upgrade, or communicate freely about ways to improve your IT strategy?
If you find that there are worrying communication gaps, it may be time to consider switching to a different managed services provider.
It All Comes Down To Trust
There are many kinds of ways you should feel that you trust your managed services provider. Ask yourself these questions:
- Can you trust them to get back to you in a timely manner?
- Can you trust them to make solving your technical issues a priority?
- Can you trust them to understand your business and make recommendations based on what’s uniquely right for you?
- Can you trust them to explain clearly and comprehensively what is and isn’t covered in your Service Level Agreement, and how their pricing works?
- Can you trust them to be a partner in your ongoing IT management—and not just a “break / fix” solution?
- Can you trust them to follow through on their promises?
You should be able to trust your managed service provider at all these levels.
If you’re finding that you don’t, give us a call. IT Help Atlanta has extensive experience providing advanced, holistic and reliable managed care solutions to Atlanta-area businesses, and we’d be happy to discuss your needs.
Call 770-847-961 for a free, confidential consultation today.
Rick spent his career in technology before starting TeamLogic IT in 2015. He and the team live out our philosophy to stand up, be bold, and live the truth, even when it’s not the easy choice.
As a part of TeamLogic IT and a small business owner himself, Rick focuses on bringing solutions to businesses ranging in size from solopreneurs to 1,000 employees.
He lives in Atlanta with his wife and two sons and enjoys staying active and volunteering at his sons’ schools.