Why Should Our Business Look For A 24-7 IT Support Offering?

The Benefits Of 24-7 Service

A question we often get asked is: “Do you offer multiple tiers of support?” The answer is, no. We only offer one: An Unlimited Monthly Service & Support Package with 24-7 availability. And here’s the reason why.

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Why Is 24-7 IT Support So Important?

The reason we don’t offer different tiers of IT Service and Support like Gold, Silver and Bronze, is that when a client calls us with an emergency that’s keeping them from working, we don’t want them to have to wait for service.

For example, many Bronze plans only provide emergency support in two days. That’s too long for any organization to go without their data or online services for their customers. And, we know that this won’t go over well with any business owner. They’ll be losing money every hour that their technology is down.

With a 24-7 IT Support Offering you’ll get “Rock-Star Status” with immediate assistance at all times–whether that’s at 1 pm in the afternoon or 1 am in the middle of the night. We want to be available for you 24 hours a day. That’s why we only offer our Unlimited Comprehensive Service & Support Package for all of our clients. We know that they need access that can help resolve their problem quickly and efficiently.

How Should We Contact Our IT Provider For 24-7 Support?

Your IT Service Provider should offer three ways to contact them:

1. Phone Support – with access to the phone number for their IT service desk that’s staffed by professionals who can address your needs or concerns. This is very helpful if you’re having internet connectivity issues and you can’t use other modes of communication like email or online chat.
2. Email Support – for less urgent problems that can be handled via email or other network support resources.
3. Online Chat – for immediate access to an IT professional who is trained to troubleshoot the most common issues. This person should also be able to escalate your issue to a higher-level tech if required.

How Do We Know That Our IT Company Will Always Be There?

Your IT provider should provide a documented service level agreement (SLA) that defines how calls will be handled and with anticipated resolution times for common IT issues. The agreement will specify where your call or request will go and the service you can expect. Having your support requirements documented and understood will ensure you are satisfied with the resolution of your IT issues and that there are no misunderstandings as to response and resolution times.

How Should 24-7 Managed Network Services Be Provided?

Your IT Service Company should have sophisticated network management tools to provide real-time monitoring of your network. This allows them to detect outages and situations that may lead to even more problems if they aren’t addressed promptly. They must also have knowledgeable technicians on hand to visit onsite if required. They’ll should offer access to technicians trained to assist with connectivity problems 24-7.

How Will 24-7 Managed Service Benefit Our Company?

You’ll Save Money: Hiring an IT team on a full-time basis can be very expensive. Plus, most only work 9-5, Monday thru Friday. And, you won’t get the 24-7 IT support that you need; so if your network goes down and your customers can’t access your online services, you’ll be losing money. Plus, Outsourced IT Services are a cost-effective alternative to hiring, training, and retaining in-house personnel. Your Total Cost of Ownership (TCO) can be much lower when you use a managed network service including 24-7 support as opposed to establishing, maintaining, and supporting in-house IT personnel.

You’ll Have Access To 24-7 Expertise: This responsive, professional support will keep your business running smoothly and your operations more efficient. Most Technology Service Providers can afford highly-trained technicians who have experience and certifications in all areas of IT. They work together as a team to ensure your company has what you need. You won’t have to worry about technology breaking down or cybersecurity issues that could paralyze your business.

Your Employees Can Work 24-7: When you have 24-7 IT support, your employees can work late night shifts or on weekends if needed. And you’ll know that your IT system will be there for them. If you have a big meeting the next day, your employees who stay late to prepare your proposal or presentation will have the IT tools and solutions they need to get the job done.

Your Website Will Stay Up 24-7 So Prospects Can Find You: In the world of e-commerce and online business your website will be available to prospects doing research on your business or looking for your products or services to purchase. You can’t afford for your website to go down in the middle of the night or on weekends. 24-7 IT Service & Support will ensure that it stays up and available.

Your Customer Relationship Solutions & Portals Stay Up 24-7: Your customer relationships are essential. You want your current customers to always have a satisfying experience with they reach out to you. When they do, they’re more likely to keep using your services/products and perhaps even recommend your business to others. If your portal goes down on a weekend or the middle of the night and you don’t have 24-7 service, your customers may lose their patience, and you may lose their business. With 24-7 IT Service & Support your customers will always be able to reach your business, which, in turn, increases customer retention and sales.

Cybersecurity Threats Are Detected 24-7: Ensuring that your business information stays safe is a primary directive for Technology Service Providers. With many companies storing personal financial and health information for clients or staff, cybercriminals are enjoying access to data from networks that aren’t monitored for security. With 24-7 IT service your network will be remotely monitored for cyber threats and intrusions that can be blocked and eliminated with sophisticated security tools. You’ll also have immediate access to cybersecurity professionals who can review your situation, make recommendations for improvements, and implementation of those suggestions to keep your IT assets safe around the clock.

Peace of Mind: Working with an Outsourced IT Service Provider that offers 24-7 support will give you the peace of mind knowing that there are dedicated professionals entirely focused on ensuring that your business stays up and running. With active monitoring solutions that can quickly trigger an alert, your IT solutions will never be down without them knowing. Many times they can resolve the issue remotely before you even know that an interruption has occurred. If not, they’ll be at your site asap to resolve the problem. And, you’ll sleep better at night knowing this.

How To Ensure 24-7 Network Support For Your Business

Enlist the services of a Technology Service Provider for your 24-7 IT Support Offering. But when selecting them, be sure to verify their service history with references. Ask for customers that you can call and speak to. Also, go online and read reviews about their services. Make sure the tech support company you choose provides the 24-7 IT Service & Support that they advertise.

For more information on what you should look for in a 24-7 IT Support Offering, check out these articles on Our Blog.