2 December 2013

Does your IT provider check these 9 critical support criteria?

| BluePackets
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Blue Packets IT support

IT support is a constantly evolving and changing industry & one that has lots of great, and not so great companies. We’ve prepared the checklist below of our 10 top questions that your IT support provider should be able to answer and help your business determine up front what you’re getting yourself in for when you make this important business decision.

• Do you have a provider that ensures servers and desktop security and software updates are completed on a monthly basis? (Yes/No)
o Keeping your servers and desktops up to date with the latest Windows Security, Antivirus and software updates is essential in order to keep your computer protected. Software and security patches and updates are listed by the Australia Defence Signals Directorate (DSD) as one of the top four IT Security Mitigation strategies.

• Do you have a provider that always answers the phone when you call them for help? (Yes/No)
o The last thing you need when there is an IT problem is a Support Provider that does not answer the phone. When you need help you want to be confident you can reach your provider for assistance.

• Does your provider ensure your business data is being backed up and are your backups being checked and tested to make sure they work correctly? (Yes/No)
o It’s one thing to make sure you backups are being done but it is also essential to make sure that those backups will actually work if you ever need them.

• Will your provider give you access to their ticketing system to see what work is being done? (Yes/No)
o Transparency is essential in having a good working relationship between the IT provider and the customer. This allows you to actually see what work is being done and what you are being billed for.

• Do you receive regular reports with updates on the work being done to your systems? (Yes/No)
o Regular reports to show what’s being done allows you to keep track of what your provider is doing as a lot of work can be done remotely and you may not always have visibility of what is being done.

• Does your provider give you ownership of your IT technical documentation? (Yes/No)
o Having access to your IT documentation allows you the freedom to take control of your own systems or easily move to another provider.

• Does your IT provider offer regular service review to ensure the service being provided is meeting your requirements? (Yes/No)
o Often the requirements of a customer can change over time. It is essential for an IT service provider to make sure that they can continue to provide a service that meets their clients’ needs.

• Do you have confidence that your provider deliver on the commitments that they give you? (Yes/No)
o It is essential you can be confident that your provider will deliver on their promises when you are dealing with IT issues. You should not be left wondering if your provider will actually do what they say they will do.

• Does your provider have staff with the right knowledge and qualifications to ensure high quality service delivery? (Yes/No)
o Your IT provider needs to have enough staff with the right knowledge and certifications to cover all areas of your businesses IT requirements.

Blue Packets is one of Canberra’s leading IT support providers to organisations of 20-200 seats. Put us to the test if your IT provider can’t answer the questions above. Download it here

Have we missed something from our list? Please feel free to comment below if there is anything that you feel we missed that is important to you when it comes to IT support.

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That IT fellow looks tough, but my computer would make him faint.

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