Real 24/7 IT Support: Are You Receiving the Right Service?
Almost every managed IT service provider will state 24/7 support.
Despite this seemingly black and white terminology, not all 24/7 support is equal.Asking the following questions will help you to understand exactly what version of “24/7 support” your contract includes!
Out of hours monitoring: Your systems will be automatically monitored for threats and errors but what happens if a problem arises overnight? In many cases, a ticket will be logged but then not acted upon until the next working day. Is there an infrastructure in place that allows your MSP to start remedying issues as soon as the problem is identified?
What is the level of 24/7 pro-activity vs emergency response? Is your MSP proactively monitoring around the clock to better mitigate risk of downtime and call out requirements?
How does the help desk system work? If you are working late or abroad, is there a 24/7 team that can be called for support out of UK hours?
Does the 24/7 support cover 365 days p/year?
Network and security assessments: How often can these be provided upon request for you to ensure your peace of mind and highlight future areas for improvement?
True live support will ensure that your systems are proactively monitored day and night and that a help desk is available anywhere and anytime to support you and your team when working early or late, weekends at home or business trips abroad.