5 questions to help you find the right IT support

Finding the right IT support as a growing business is difficult. You could call an external engineer every time something goes wrong but it’s unreliable having different people work on your system each time. You could build your own in-house IT team but this takes a lot of time and resources which most developing companies aren’t able to afford.

Fortunately, there’s another option: managed IT support. Managed IT providers like Fusion act as an extension of your team, providing you with access to professional IT support for an affordable and predictable cost.

But how do you know which provider is right for you? If you were to ask Fusion customers for 5 questions to help you decide, here’s what they’d ask:

What does your support cover?

Ask for clear information on what’s included in their support package. Is everything included for a fixed fee or are some services additional? Is there a limit to the number of tickets you can submit?

At Fusion, our managed IT support bundle covers all your company’s IT needs for a fixed monthly fee per user. Our managed support customers receive unlimited remote and onsite support as well as asset tracking, system monitoring, change management, access to our client portal and training facility and regular technology business reviews. It’s a straightforward approach with no surprises.

Do you have different levels of support and how much do they cost?

Many providers offer tiered support plans to suit the needs of different customers. They usually include:

Break-fix support: a reactive IT support model, where you only call for help when something goes wrong.

Managed support: a pre-emptive monitoring and maintenance approach that addresses your IT needs before they become problems.

While break-fix support is useful for companies with minimal downtime concerns and newer equipment, it’s usually the least cost effective of the two.

Managed support from Fusion comes in one comprehensive package for a monthly cost of £38.60 per user. This enables you to budget your IT expenses more easily, and save money on IT hardware, software, and labour costs.

What is your approach to problem prevention?

If you’re considering managed support, ask about their approach. Do they carry out regular maintenance checks in search of outdated or faulty software and do they monitor your systems outside of working hours?

Fusion takes a proactive approach to your support so we offer 24/7 system monitoring to identify technical issues and suspicious activity before they cause downtime to your business. We also ensure that your systems are continually updated with the latest software version releases so your technology can perform at its best.

How else can you add value?

Some providers offer greater value through supplementary services. Ask if they offer training to improve the safe and efficient use of technology and can they provide you with information on your technology usage? This data can be helpful for guiding business decisions.

Our clients receive access to ‘Fusion Learn’, our online education facility that offers a range of bitesize training videos to help you master essential skills on Microsoft Office and Google Docs as well as improve personal skills such as time management, leadership and dealing with stress.

We also carry out regular technology business reviews to ensure your IT strategy aligns with your business goals with reports and recommendations to help you make informed decisions.

How do you manage tickets?

Ask how you request support. Does the provider have a ticket-based system and what’s the follow-up process? Look for companies with established procedures who will not only follow-up on an issue but will also confirm when it has been truly resolved.

Fusion customers have the option of calling, emailing or logging tickets through our Client Portal. Here they can also manage their account, view invoices and receive real-time updates on the status of their tickets.

When a ticket is raised, an email is sent confirming acknowledgement, followed by a call from one of our engineers who will either access your device remotely, guide you through fixing the issue or arrange a site visit. Once the ticket has been resolved, it’s confirmed by email.

More information – more peace of mind

The more information you can get from the provider, the more reassured you’ll feel. The best IT support companies take the time to understand your business and collaborate with you to find the best way of minimising downtime and maximising your success.

You’re bound to have more questions so speak to a member of our team on 01245 455510 and find out how our managed IT support services can give you greater peace of mind and help your business grow.