A Checklist for Your Next IT Support Company

Published September 9, 2016

Is your company growing so fast that it can't handle IT support anymore?

IT support is a must for your business. Nothing can be more damaging to your business than being vulnerable in the face of cyber attacks.

You should update your data and software and keep your business online 24/7, especially if you're running a digital store.

Hiring an IT company is not something you should do without research. Pay close attention to the experience, expertise and the quality of the services.

Download: 8 Questions to Ask Your MSP Before You Hire Them

We made a checklist of questions that will help you pick the right IT support company.

1. Do You Specialize in a Certain Industry?

Finding an IT support company that specializes in your industry will result in better service for you. You want a company that's familiar with the type of software you're using.

Even if they're familiar with it, someone who had clients similar to you knows how to deal with industry-specific issues.

2. Who Is Your Typical Client?

Certain IT support companies are better at working with larger businesses—and their prices will be bigger too.

If you're a smaller business and are looking for an IT support company, you should ask them who their typical client is, as well as the size of the company.

By doing you this, you can figure out if they have solutions available for smaller companies with tight IT budgets.

3. Do You Have a Client That Accounts for More Than 35% of the Revenue?

An IT support company that relies on one big client is usually either inexperienced or financially unstable.

If the client that brings most of the revenue leaves, the company might not survive for long.

This also means you're in danger of having to find another IT support company quickly. Also, they may ignore you and put the needs of the "big client" before yours.

This happens simply because you're not bringing enough revenue to the company compared to the "big client."

4. Can I Contact Your Clients?

Don't get fooled by pre-vetted lists of happy clients.

The small list is usually selected for the sole purpose of showing to potential clients how happy their current clients are.

The solution?

Ask for the full list of clients and pick who you want to speak with. Don't base your decision soley on testimonials on their website or from their "happy clients" list.

If the company doesn't seem too happy to show you the entire list of clients, this should be a red flag for you. It likely means that some unsatisfied clients are on that list.

5. Who Will Be Responsible for My Business?

There are many IT support companies that don't hire technicians that have experience in your field. This means you could end up with some new workers every 2 weeks.

The last thing you need is someone trying to learn your systems every two weeks.

Ideally, you will have a few technicians who will take care of your business permanently.

6. Do You Have Any Tech Certifications?

There are so many free online resources that people can use to learn everything.

However, there is a difference between working with someone who will treat your business as a lab and someone who has experience.

They might know how to upgrade and bring new software into your system. However, when it comes to hands-on services, they have no idea how to fix a computer that won't open.

IT technicians who know a little of everything, yet nothing specific, tend to come with a lot of headaches.

An IT technician has to have at least some experience with different types of printers, servers, laptops, desktops, and an endless list of software that changes a bit after each update.

There are so many aspects of the job description that only hands-on experience can teach. This is one of the most important factors to keep in mind.

How do you know how to deal with macOS Sierra's glitches when all previous laptops used Windows?

Your technician should be knowledgeable about all operating systems, not just one.

7. Ask About Customer Retention Rates

So many business owners skip this step, but the truth is that the happiness of a company's clients shows in their retention rates.

Ideally, you should ask about how long the average client has stuck with their company. You want a minimum of 2 years.

Even though there will always be a few fussy clients, a highly skilled team of IT technicians will solve most of the problems that arise promptly, and within the budget.

Not all clients will be happy, but the average client should have a smile on their face.

If you're looking for specialized help, and you have the budget for it, ask for references from your industry.

After you speak with a few clients of theirs, you will have a more realistic view of how things work, as well as their strengths and weaknesses.

8. Who Can I Contact When I Am in Trouble?

Any IT support company who respects themselves will provide someone who can answer all your emails and calls promptly.

This is vital, especially when there is an emergency and you need extra help.

A service level agreement is the best way to ensure that you will have a guarantee of their responsiveness and service quality.

Final Thoughts on How to Pick the Right IT Support Company

The right company can save you a lot of headaches and keep your business running no matter what.

Hiring an IT company is a big investment, and you shouldn't take it lightly, especially when your business depends on it. Therefore, don't be afraid to do your homework and ask for referrals.

If you want to find out more about IT support, don't hesitate to take a look at our blog.

We also offer IT managed solutions and security solutions for businesses, and we're more than happy to answer all of your questions.

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Curt Wrigley

Written by Curt Wrigley

Curt is the Technical Services Manager at Pegasus Technologies. Curt oversees our services, quality, and support and is in charge of training our technical team. When he's not hard at work improving our services, Curt enjoys playing the trumpet.

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