- WRITTEN BY Jorge Rojas POSTED ON June 4,2019
Did your Toronto IT company promise fast service at the beginning of your relationship, but now they’re slow to respond? Did they say they were going to align your IT services with your business goals, but instead you’re getting a “cookie-cutter approach?” Did they promise you much more, but now you’re getting what you believe is sub-standard service? These are common problems that new clients tell us they experienced with their previous IT companies.
Is Your Toronto IT Company Ruining Your Relationship?
One of our most recent clients switched to our services because they were experiencing the problems above along with the following:
- They weren’t required to use passwords to get access to their IT systems.
- Backups weren’t being performed automatically every day.
- The MSP didn’t provide information about how their IT was being secured.
- They didn’t even know if their email was being hosted or not.
Why Should You Put Up With This?
You shouldn’t. These aren’t just “yellow flags” they’re red ones. And if you can’t trust your current MSP to ensure that your IT is reliable and secure, it will ultimately harm your relationship with them and your business.
5 Signs That Your Toronto IT Company Relationship Has Gone Sour:
1. They don’t communicate.
Without good communication from your Toronto IT company, the trust you need to know that they’re properly managing your technology won’t be there. And, as you know, trust is essential in any business relationship.
- Are you paying for IT support but you don’t know what your tech is doing?
- Are they failing to provide updates, status reports and follow-up calls/emails?
- Do you have to keep track of their progress on projects?
- Maybe you feel like you can’t call them about IT problems?
You should be well-informed about what your IT service company is doing, including the “what’s and why’s” about the work they do. They should meet with your leadership regularly and provide written reports on the status of your IT infrastructure.
Well-run IT operations have top documentation processes that are continually updated so anyone on the team can provide you with information about the support you’re paying for. The ticketing systems these days makes it easy to track the status of every issue going on at your business. They should be able to provide you with an open issue list quickly.
Your IT Company should also be completely transparent in terms of how much time they’re spending on your open issues at any given point in time, and provide real-time patch reports, AV reports, system reports, OS reports, etc.
2. They are slow to respond.
If you have to wait hours, or even days for IT support, you can’t provide for your customers and keep your business running as it should. Fast IT issue response and resolution times keep your staff working.
- Does the MSP’s response time fall within industry standards?
- Do they answer their phones and respond to support issues within 4 business hours or less–even after regular business hours?
- How fast do they respond to emergency calls after hours?
When you sign on with an IT service company, they should provide an SLA (Service Level Agreement) that defines explicitly and guarantees what you will receive. SLA response time refers to how quickly your IT solutions company will respond to a technical issue. They should clearly define their work hours and ensure that you know what hours are included for response time.
They must also be clear about resolution times. This refers to the length of time it takes from the time a ticket request is logged until the issue is fully resolved. Typically, an IT service company will establish a range of job priorities with a target resolution time for each. For example, a downed server will be a higher priority than setting up a new computer.
3. They aren’t testing backups.
Regular monitoring and testing of your backup process documents gaps and errors and remediates them to prevent the possibility of failed backups that keep you from operating.
- Do they insist on doing periodic test restores of your backups to make sure the data isn’t corrupt and can be restored in the event of a disaster?
- When was the last time your IT company tested your backup system and restored data?
- Was it fast and easy?
- Was all of your data recovered without errors? Data quality, breadth, depth, and speed of recovery are essential.
They should be using the latest automated tools to make sure your data will always be available:
- Image-Based Backups that save your files, operating system(s), applications, emails, settings, and user credentials.
- Cloud Backups that are stored in secure data centers, so you don’t have to worry if your hardware is damaged.
- Virtualization Services so you can quickly spin up a virtual copy of your systems and easily access your IT from any computer that’s connected to the Internet.
Your backups must be tested to make sure they are always recoverable from a recent point in time. This guarantees that you will always have access to your data.
4. They aren’t continually and remotely monitoring your IT network for security and reliability.
Remote Monitoring & Management (RMM) proactively monitors network and computer health.
- Is your IT Managed Service Provider remotely monitoring your network 24-7-365 to keep critical security settings, virus definitions, and security patches up to date?
- Or, are you always worried about the security of your data?
RMM is a collection of information technology tools that are added to a network consisting of servers, infrastructure devices, and workstations. All of your workstations and servers must be connected to the RMM tools. These tools gather information regarding the hardware, operating system and applications that are on your network.
RMM provides a status on the devices it’s loaded on. It gathers information on performance, reliability or stability, version, inventory, on/off, and even security depending on a number of criteria. It also sends regular updates to operating systems like Windows updates (on workstations and servers) to make sure all vulnerabilities are patched as soon as a manufacturer discovers them.
RMM, when implemented and executed correctly, allows your IT services company to effectively provide proactive management on the technologies that comprise your network. This way they can proactively make changes to mitigate or remove problems before they occur.
5. They can no longer keep up with your business growth.
This is a common problem–where an organization outgrows its IT service company. They may provide excellent service, and have for years. But if they can’t offer the expertise you need to grow to the next level, it’s time to move on to one who can.
Your IT Company may not have the capability to scale their services based on your growing needs and your budget. They also may not be able to adjust their contract to the changes your business is undergoing such as expanding service and product lines or performing organizational restructuring.
They should always be looking for not only services and products that will support your growth, but those that will also provide value. If they can’t help you make and save money using IT solutions, it’s time to move on.
What Should You Do?
In the end, it’s about choosing an IT Company in Toronto that’s best for your growing business. The right one will have the capabilities required to take your business to the next level and is as motivated for your success as they are for theirs. If yours isn’t, then it’s time for a new IT company relationship.
What else should you look for in a new IT Company? Check out these articles:
Tektonic Managed Services is an IT Support and Computer Services company serving Toronto GTA. We provide services in and around Toronto, including York Region, Durham Region and Peel Region. Businesses like yours need technology support to run highly-effective organizations. Leverage pro-growth technology services for your company now!