A simple IT Support guide

9 Questions to ask when considering an IT services provider – use this IT support guide.

In making your final decision regarding the appointment of an IT services provider to manage your IT environment, we suggest considering the following questions, and consider the impact the answers will make on the value of the service provided, and ultimately the value added to your business.

• How and when will I be charged?

Fixed monthly amount or per incident? Fixed price is a better option for budgeting purposes. Per incident options can lead to confusion and disputes. This can also be made to look like a fixed-price agreement by selling a fixed amount of hours. However, this may exclude things like work on-site or certain work hours only, thus charging you extra for these services.
TIP: Check that the pricing is transparent and watch out for any hidden extras.

Why Choose us: We offer an unlimited amount of support hours per month at a fixed monthly fee. We ensure all your IT services is taken care of, with no unplanned expenses.

• What is the primary factor to take into account when deciding on an IT service provider?

You should identify exactly what it is that you are looking for.
TIP: Go for a one-stop shop that offers hardware, software, networking and support. This will avoid the need for multiple suppliers and often the blame shifting that occurs between them.

Why Choose us: We provide a complete IT support and services solution and there is no need for you to engage with multiple service providers as we do all that is necessary on your behalf.

• Does bigger mean better?

Many larger companies do not offer the personalized service SME businesses require, you are mostly just another “number” to them. Their support processes are often over complicated, increasing time for problem resolution. You end up talking to a different support agent every time, many times starting the entire troubleshooting process from scratch. In contrast, small support businesses with one or two employees, often a business where only one person offers support, are usually much cheaper and lacks the skills and reliability of larger companies.
TIP: Go for a small – medium-sized supplier that offers breadth and depth of skills as well as personalized service with familiar points of contact.

Why Choose us: With us you rely on a team for support instead of an individual. We acquire an in-depth knowledge and understanding of your IT systems. The information gathered is made available to our team of technicians, ensuring that there is an entire team of support staff with knowledge of your IT systems. Our familiarity with your IT systems will ensure problems are resolved faster as we already know how to fix problems specific to your environment should they occur.

• Is a service-level agreement (SLA) important?

There should be an SLA, and it should clearly state the deliverables which are expected from both parties. For instance, response times for problem management and resolution. Some service providers may not react to a problem as quickly as they could because their SLA states they have 24 hours in which to respond.

Why Choose us: We offer our clients corporate-level IT support at a price they can afford. This is how our SLA will help your business:
• Unlimited IT support, onsite & remote at a fixed monthly fee.
• Minimal downtime.
• Enhanced productivity by ensuring IT systems functional at optimal levels.
• Guaranteed same-day response.
• Fast turnaround times.
• Proactive system maintenance and problem prevention.
• Implementing and testing of backups to ensure that data recovery is possible when disaster strikes.
• Advice on improving your systems when needed.
• Quick “set-up-and-go” IT solutions to enhance production in your organisation.
• Documenting your IT environment for better transparency.

• What contract length should I go for?

There is no reason at all why you should get pushed into a long-term contract. However, if you prefer a longer time-frame, ask what benefits will come from signing a longer contract, such as a price reduction.
TIP: Go for a service provider that is looking to build long-term relationships instead of long term contracts.

Why Choose us: We guarantee fast and cost-effective solutions to our customers and look forward to do sustained business with anybody in need of our services. We strive not only to offer services but to build a long-term relationship with our clients. We offer all our clients 1 year contacts and renew contacts on a yearly basis.

• What about dedicated account managers?

These are important, as you need someone that understands your business and knows what you are aiming for in terms of growth plans and company direction.
TIP: Having an account manager will provide a familiar single point of contact.

Why Choose us: We provide our clients with a technical account manager which will be familiar with your IT environment. They shall acquire an intimate knowledge of your business and systems to determine your needs. They then provide a real-time solution that will help you use your systems more efficiently, cut out down-time and help you and your business use the technology for optimum business performance. We strive for excellence in all aspects of your IT environment.

• Is the service provider proactive?

The key to good IT support is preventing problems before they arise. However, the supplier is not only there to stop problems and should also plan for IT changes in advance. A good provider will regularly visit their clients to help identify how they currently utilize their IT infrastructure and what improvements can be made.
TIP: Avoid the “fixer.” They will only offer problem fixing, rather than trying to avoid them in the first place.

Why Choose us: We provide businesses with proactive IT maintenance services, which ensure that your computer systems run at optimal levels while minimising potential downtime. IT systems are maintained by performing certain essential tasks at regular intervals. Each customer has unique requirements. There are some computer hardware and servicing tasks which most customers require to ensure that their systems are running securely and efficiently. Automated systems and procedures are implemented to ensure that most of these tasks are done with minimal or no user intervention, ensuring for instance, that antivirus and Windows security updates are performed regularly.

• Does the provider offer remote management and monitoring?

This is a fundamental part. With today’s remote management tools, service providers should be monitoring all of your PCs and servers, and installing upgrades and packages remotely.
TIP: Remote management & monitoring offer you support without impacting your productivity or disrupting the business.

Why Choose us: We use Team Viewer. It is an all-in-one solution that allows us to help you remotely without the need for us to be there physically. It gives us a view of what is happening on your computer screen and we can fix a problem or give advice while you are talking to us on the phone. Access to your computer is secure and not permanent since access is password protected.
All we need is your TeamViewer ID: A TeamViewer ID is a unique ID assigned to each device when TeamViewer is installed. This ID is designed not to change and should remain constant even if the software is uninstalled and reinstalled.
Think of this ID like a phone number for your device. You dial the TeamViewer ID, then use the password to authenticate the connection.
After the problem has been fixed on your computer, we will disconnect the session and will not have access to your computer again until we will need to help you next time. It is as simple as that.

• What is the customer retention rate over the last 7 years?

How long has the service providers average client stayed with them, especially over the past 7 years. The bottom line is, if the IT Support company that you are considering is really good, their customers will stay with them. Of course there are always issues and problems with any computer network, but if the company is good, they will resolve these issues in a timely manner and within a reasonable time frame.

Why Choose us: CJN IT Solutions is an established business, rendering IT support services since 2003. The business owner is actively involved in the IT management of the day-to-day operations, ensuring that you receive reliable service of the highest standard. We have developed a unique support product for our clients, which has resulted in a 100% retention rate for our contracted customers..

Advantages of using CJN IT Solutions to support your IT infrastructure

• Maintenance of your entire IT infrastructure.
• Continuous improvement of your computing systems.
• Minimal downtime by providing telephonic, on-site and remote support.
• Enhancements to current IT infrastructure.
• Economical solutions for your working environment.
• Guaranteed same day response with fast turnaround times.
• Proactive system maintenance and problem prevention.
• Test backups to prevent disasters.
• Fixed cost IT support.

CJN IT Solutions easy 3 step process:

1. 1. Analysis of computer infrastructure.
   2. Provide feedback.
   3. Take action.

CJN IT Solutions provides a complete IT solution:

1. 1. • IT maintenance.
      • IT support.
      • Backup solutions.
      • Microsoft Office 365.
      • Cloud Computing.
      • Disaster recovery.
      • Data Recovery.
      • Network design and implementation.
      • Hardware and software repairs, upgrades and sales.
      • Internet.
      • Removal of viruses and spyware.
      • Server support, deployment and related services.

Take action today and contact us to begin with our easy 3 step process. Call us at 087 809 3516 or complete the form below.