Am I getting value from my Managed IT service?
If you’re asking, the answer is most likely no.
What are some questions you should ask before either switching or starting with a new provider?
- Do you have guaranteed response times?
It’s super important to know what to expect in terms of response times! We should note that there is a difference between response and resolution times, but it’s customer service 101 to get a response from your provider to acknowledge that they are aware of your issue and provide an estimated time frame for when to expect your delivered resolution.
- Will you have a dedicated Account Manager?
Imagine having to explain, to an engineer, the specific needs of your company every time something minor goes wrong. You need an Account Manager who will take the time to get to know you, your business, your staff so that every time you want to ask a question, you have a good relationship with the person who will answer the phone and get you a fast response.
- How do your engineers solve issues?
Do they come onsite every time you need assistance? Or do they install an agent on your computer and log in and fix issues remotely? Do they proactively run scheduled health reports on all your devices, or do they have an if-it-ain’t-broke-don’t-fix-it approach?
- How will I be charged?
It’s important to understand how and when you will be invoiced. Consistency is key for your financial planning, so ask your provider how this process works you can be prepared. Enquire about lock in contracts! Hint: you don't want one!
- Do you create disaster recovery plans?
Will your data be backed up on-premise, or stored in the cloud? Knowing that your key information is safe and secure will give you peace of mind so that if something unprecedented occurs, your provider can get you back up and running in no time.
At Myrtec, we speak your language. Our agents are $10 per device per month. We offer our clients unparalleled access to their account manager and our engineers. What are you waiting for? Contact us here.