Choosing the Right I.T. Service Provider for Your Business

08Nov

Choosing the Right I.T. Service Provider for Your Business

You might not be able to afford a full-time IT guy, and in many cases, you don’t need one. That’s what MSPs – managed service providers – are all about, after all. However, just because they are more affordable than an IT guy doesn’t mean you just want to pick one and go with it. Choosing one with which you can maintain a long-term relationship is essential to running your business smoothly, so making that decision should take some time. Here are a few things you should consider to make it a little easier on yourself.

1) 24×7 Monitoring

A true MSP will have invested in dedicated monitoring systems that can identify problems BEFORE they shut down your PC or network. Some technology support resources will use the tools included in the Microsoft systems which are limited and not customizable to your specific needs. If someone says they use Microsoft for notifications, odds are you’re not getting what you’re paying for. Some MSPs also only monitor your network during business hours, increasing the chances of a security breach or system failure when no one is there to stop it. Choose an MSP that offers 24x7x365 remote monitoring.

2) Flexibility

The MSP should offer you a plan tailored to the needs of your company. For instance, a 50 person firm may benefit from 10 hours a month of support while a 5 person firm may only require 2 hours a month.

You should also look for a provider that offers both unlimited support plans and/or bundled hours. Unlimited plans offer better budget planning but Bundled time may ultimately offer better support. This is because Unlimited programs are most profitable when the provider is able to do the bare minimum (usually remotely). The program that works best for your firm should fit both your budgetary and business needs.

3) Remote Vs. Onsite Support

Choose an MSP that offers both remote AND onsite support. While remote support helps resolve small issues quickly, there is no replacement for face-to-face time with your technician. Onsite visits are essential to ensure your equipment is running correctly and to resolve issues that may have not been called in. Make sure you also have access to after-hours support. You should be able to speak to someone immediately in case of an emergency.

4) Reporting & Analytics

Select an MSP that provides monthly reporting. This keeps you knowledgeable and aware of how your IT environment is performing throughout the year. These reports should show you which areas of your network are performing well and which areas need improvement. It should also provide the means to better budget for your IT expenditures. Knowing that certain systems are starting to fail allows the firm to ‘shop’ for better pricing on nearly all their IT purchases.

5) Industry Experience

Choose an MSP with a depth of experience in your industry. A knowledgeable MSP will make recommendations for improvements beyond your hardware. They should provide insight for improved workflow, training, and software systems. Having industry specific insights as to what can work well and what might not can be invaluable when trying to run a profitable business. The legal industry is inundated with technology created specifically for law firms – make sure your MSP knows the ins and outs of how to keep them running at peak performance.

Remember that engaging with an MSP means you value having your systems up and running as much as possible. MSPs are not paid to show up when something is broken; rather, they are supposed to do everything possible to keep it from breaking in the first place. This requires a regular monthly commitment of time from the MSP and a monthly financial commitment from the law firm

6) Transparent Policies

The last thing you need is hidden fees, weird contract clauses, and half-truths coming from someone who is going to know your computer systems intimately. Sometimes, your chosen MSP may decide that working on a problem remotely is a good thing to do, and that involves taking down walls you usually keep up to keep any security breaches from happening, so knowing exactly what the company is going to do while they’re there is important. The MSP should be able to provide documentation that is understandable by any normal human being about what they are doing that day, even if it is a little technical. Any documentation should clearly state the problem, what’s being done about it, and how long it should take. This allows everyone to be on the same page at the same time, which is valuable to your company.

7) Productivity Over Money

While it’s true that you shouldn’t be looking for a company that does everything “on the cheap,” and you shouldn’t focus on the hourly cost as much as some people do, that doesn’t mean you shouldn’t be aware of it. Simply put, an MSP shouldn’t be around all of the time. Sometimes they will be around for a few days in a row, and then they should be gone. Their goal should not be to rack up billable hours, and even if you shouldn’t worry so much about how many hours are being billed, you should ensure they aren’t robbing you. An MSP’s job isn’t to put out fires: it’s to prevent fires before they become a problem so they don’t have to bill you for an issue they could have solved. If they’re doing that and being productive, then that’s a company you want to work with – even if they do have a higher hourly rate than the MSP next to them.

8) Value

Some MSPs are all about the value, and those are the ones you should hire. While they are around, they should be telling you about and then enacting backup systems. In many cases of hardware failure and other technical issues, there can be an “automatic response” to that issue, even if it’s just a ticket being sent to the MSP so you don’t have to call. These types of responses should be almost invisible to the public and should include a variety of response plans and recovery strategies. Those results should also be measurable, either in productivity or operational costs, both of which translate into more profit for your business.

When you can’t rely on in-house IT, your MSP is going to have to be a transparent, valuable resource that you should be able to trust with every aspect with your business. Choosing wisely will benefit you much more in the long run.