Managed IT Services

Top 7 Signs You Deserve Better IT Support

Post by
Net Friends

Market competitiveness will demand that you leverage the latest innovations in your company’s operations. According to Gartner, global IT spending is projected to total $4.5 trillion in 2022, an increase of 3% from 2021. For many SMBs, it is not feasible to maintain all their IT support in-house; therefore, the best recourse is to hire a Managed IT Services Provider. However, are you getting the best support from your existing IT partner? Let’s consider the top tell-tale signs that you deserve a better Managed IT Services Provider.

The Warning Signs of Low Operational Maturity

How do you know when it’s time to cut ties with your existing IT company and switch to a better and more comprehensive Managed IT Services Provider? You look for the warning signs - here are a few that you should expect to see:

1. Poor Reputation

Testimonials on an IT company’s website are curated, so you should check external sources, such as Google or Facebook Business Reviews or the Better Business Bureau for customer feedback or complaints. If your search turns up legitimate concerns, pay attention to the company’s response. If your provider dismisses negative reviews, doesn’t offer solutions, or fails to resolve several complaints, then this might be a red flag. Even if you haven’t experienced any issues yet, your business could be next, so it’s best to consider a more reputable provider.

2. Buyer’s Remorse

Even more telling than customers’ reviews is how you feel after hiring an IT company for your business. Buyer’s remorse is a sign of unmet expectations and unsatisfied needs. You may discover that the promised help desk, 24x7 support, remote monitoring, cloud security, and many other services are either insufficient or non-existent. If unplanned downtime often disrupts your business operations, then your provider isn’t doing a good job. Should your problems persist with no resolution from the IT provider, then you need to consider a new provider. Your business and your teams deserve the best and most responsive managed IT services.    

3. Poor Customer Service

When you hire an IT company, you expect to get good customer service, but that may not be the case. In the face of a technical issue, such as unexpected downtime, your time and money are at stake. If your provider’s customer service reps are not empathetic and sound scripted, or it takes hours and even days for them to get back to you, that’s poor client relations. Even worse is if they only offer partial or non-solutions. Do your team members flip a coin to see who gets the dreaded task of calling your provider’s customer service? Then it might be best if you explored making a change today.  

4. One-Time Consultation vs. Trusted Partner

Another warning sign is when your relationship with your current IT services provider feels more like investing in a one-time consultant instead of having a trusted partner. An effective Managed IT Services Provider consistently works with you to deliver innovative IT services and offer the latest and most relevant solutions. They are aware of your ongoing IT needs and can make recommendations that keep your business goals front of mind.

You want to feel comfortable entrusting your entire IT network to your provider. That requires having a dedicated, trusting, and professional relationship with them. Does your IT company adopt a proactive approach in critical areas such as providing regular tech updates, a reliable support center, remote monitoring, or cybersecurity? Or do they only contact you when something goes wrong? You deserve more than a break/fix partner. If you can’t trust that your current IT provider has your company’s best interest at heart, then consider changing to a better option.

5. Unpredictable Pricing 

Unpredictable costs are often compounded with other pain points, such as poorly managed IT support, ongoing break/fix tickets previously thought to be resolved, and insufficient long-term IT solutions. Did your current provider:

  • Analyze your technical requirements and IT budget in your initial consultation?
  • Offer you a detailed contract outlining the terms of your partnership with them?
  • Explain what is included in your contract (including their fee structure)?

If unexpected charges ambush you and reaching out to your provider leaves you mystified about how and why you have these charges, reconsider your return on the investment. It would help if you had a Managed IT Services Provider like Net Friends that offers reliable IT services for a predictable, fixed, and affordable monthly cost.

6. Lack of Transparency

Transparency is the bedrock of any strong partnership, and your IT services provider is no exception. Apart from surprise charges, you do not want to partner with a misleading (and potentially dishonest) IT company. Do you understand what your contract covers? Did they explain all the terms, coverage, limitations, and other details? At a minimum, a transparent contract outlines the:  

  • Services they provide to your company
  • Total charge per month
  • Various customer service options available
  • Limitations of your agreement

If you are unclear about any of these details, note that you and your team deserve a better Managed IT Services Provider. At Net Friends, we are committed to applying "natural language" to our contracts, because we believe they should be understood by the people who sign them. We also regularly update our contracts to eliminate ambiguous wording, update service features, and address risks. We prioritize transparency, because we value our partnerships.

7. Lack of IT Strategy Planning

A good IT partner will integrate their services with your business objectives to bolster your pursuit of short-term and long-term goals. Does your IT company provide security awareness training to help you protect your business and reputation? Have they made IT project recommendations to help you scale and become more competitive in your market? Do they support your new hire onboarding process, so new employees are equipped to be successful in their new roles? Do they help you plan your future IT capacity for growth and greater market share? If your provider offers no IT strategy support, then you are lacking a true IT partnership.

As you consider these warning signs, some of them may resonate with you. If it’s clear that you need to switch your Managed IT Services Provider, we invite you to reach out to us.

Discover the Reliable IT Support You Deserve

Net Friends offers a diverse menu of managed IT services, on-demand IT staffing, managed infrastructure services, and IT security and strategy. We are your full-service, engaged, interactive, and responsive Managed IT Services Provider. We support your teams to excel in their daily operations by providing exceptional 24x7 support, help desk, remote monitoring, cybersecurity,  and many other services. At Net Friends, we learn your company and its culture to custom-design the best suite of IT services, programs, and strategies. Contact us today to discover how we can help you maximize your profits, remain competitive in your industry, and grow your market share. 

Published: July 1, 2021

Updated: October 10, 2022

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