IT support can be very important for modern businesses, helping to address issues with their technology and even uphold the security of their computer systems, and it’s with the right IT support plan that these benefits can be easier to receive. It can keep your operations running without issues.
Yet, picking the right IT support plan can be complex, so how can you select the right plan that works in line with your company? In today’s article, our IT services company in Edmonton and Western Canada is going to explore this particular difficulty in depth, and present ways that you can pick the plan that matches your business to ensure you have access to the right services when required.
Assessing the Needs of the Business
It all begins with assessing the needs of your business and, in particular, the exact IT requirements the company needs. Business IT requirements can be wide-ranging, including hardware or network needs, data security and automation needs, and more, alongside which, you will need to think about a few issues.
Assessing the needs of the business, then, can be done by asking and thinking about a few questions, such as:
- ‘What type of support do you require?’ – Answers to this question may include hardware, software or network support, giving you a clearer idea of the IT support plan you are going to need. Hardware support may include infrastructure design or managed server farms, while software support may include regular security updates or installation, and network support may include network management.
- ‘How critical is IT to your daily operations?’ – Responses to this question can help you determine how much control you need to hand to an IT support team and will help you match the priority level you give to IT solutions with the level of support you are going to need.
- ‘What is your budget for IT support services?’ – Your budget can help determine the IT support services you can afford to incorporate in line with specific aspects of your business, such as the need to scale IT services as the business grows, but answering this question may even help you align the budget with specific IT support service companies and select one according to their pricing.
Types of IT Support Plans
Having contemplated the answers to your questions, it’s important to know that a few common types of IT support plans, including break-fix, managed, on-demand, and in-house are available. Here’s a close look at each of these plans:
- Break-Fix Services: These IT services are offered in a model where the services are billed in an as-needed arrangement. For example, your IT services provider may handle a technology network issue for you when it has already taken place, and will bill you for fixing it.
The advantages of this model include that it is affordable in the short term and doesn’t require a monthly subscription, yet it may lead to greater downtime because your technicians require more time to acquaint themselves with your infrastructure.
- Managed IT Services: Managed IT services are offered in a model where the services are billed in a model where the services are billed as a monthly fee as an ongoing service. For example, timely installation and software updates can happen at regular intervals proactively by the company, for which you will pay a monthly ‘full-time’ fee.
The advantages of this model include fast response times and the fact that the need to hire and train an IT technician for your business’s IT needs is eliminated, meaning this is a cost-effective alternative. Yet, in some cases, these services are only available remotely, so on-premises fixes may be limited.
- On-Demand IT Support: These IT services are offered in a model where flexible solutions are accessible and provided immediately, whenever required. The IT company can offer a range of services, based on a contract that doesn’t need to be long-term.
The advantages of this model include minimized downtime, so there is less disruption to your business during the timeframe the services are offered and it suits companies that have fluctuating IT requirements. Yet through this model, IT services and support can come with a longer response time in a peak period.
- In-House IT Support: These IT services are offered in a model where your business hires staff to monitor your business’s IT needs as well as your network, hardware, and software requirements.
The advantages of this model include immediate IT assistance that is tailored to your business’s exact needs. Yet with this model, you face high costs to pay and train your company’s IT technicians.
5 Main Support Plan Features to Evaluate
From 24/7 availability to security and compliance support, a range of features also need to be evaluated by your business. Knowing what to look for helps determine how suitable the support plan will be. Here are five main support plan features to evaluate:
- 24/7 Availability: This feature refers to the fact that your IT support company is available at all hours and whenever you require them, such as when you need to ask a question or receive assistance the moment you need it.
- Response and Resolution Times: The response time feature refers to the time between the moment you submit a ticket to the IT support company and the moment the qualified technician works on the issue, while the resolution time feature refers to the amount of time the technician takes to actively work on the request.
- Proactive Monitoring and Maintenance: The proactive monitoring and maintenance feature refers to the process of constantly aiming to identify IT issues before they impact your business. It involves continuously monitoring networks and IT systems in real-time to keep an eye on their health.
- Data Backup and Disaster Recovery: Data backup and disaster recovery features refer to the process of periodically creating copies of files and then storing them in a remote location. It can mean that the data is accessible and protected even in the event of data corruption or a cyberattack.
- Security and Compliance Support: Security and compliance features refer to identifying and addressing any security threats before they become significant issues. But beyond this, it can help your organization adhere to standards related to information security and data privacy, minimizing the chances of data breaches and ensuring you comply with data regulations.
You may seek many of these features, or your requirements may change over time, which is exactly why scalability and flexibility in a support plan are recommended. It can mean your company has access to the specific required features and can, for example, stop using a specific service when required or scale up its IT support needs as the business grows.
Cost Factors to Consider
With the features in mind, you may want to consider certain cost factors, and each IT support plan will have a different pricing model, from flat rates to subscription-based options. Here, our IT services experts will explore these pricing models:
- Flat Rate: A flat rate for IT services is a fixed fee that your business will pay, and the fee will not fluctuate, even when there are fluctuations in the amount of IT support you require. There’s a benefit to flat rates in that your IT support costs will always be predictable and potentially more manageable because they do not change.
- Pay-as-You-Go: A pay-as-you-go rate enables you to request the specific IT support services needed and pay for the services you choose, giving you control of your budget and the option to receive services that matter most to your business.
- Subscription-Based: This rate can take the form of an annual subscription for technical support or support for a longer or shorter timeframe. For instance, you may pay an annual fee to receive help desk support and IT services for your company devices.
Track Record and Reputation
It really makes a difference to choose a reputable IT support provider for the best quality services and, importantly, a reliable service. Our top recommendations for researching potential providers include the points below:
- Checking Reviews and Testimonials: Reviews and testimonials can indicate client satisfaction with IT services and support, but it’s important to verify reviews to ensure they are accurate. For example, you may check whether the review is balanced and goes into detail about specific IT services they received to confirm its veracity.
- Asking for References: References can give you the peace of mind that the service has met the expectations of their previous clients. They can reflect whether clients have been satisfied with the IT support plan and company, so it’s well worth asking for references before asking for their services. For example, you may look for first-hand references from recent clients, which will reflect the quality of support currently offered.
- Verifying Experience: Requesting information about their experience can help you understand whether their support aligns with your specific needs. For example, you may need network management configuration, which requires network management experience, so in this case, it’s important to check whether the IT support company offers this as part of their plans.
Importance of Customer Service
Customer service is a key factor to think about in IT support. It allows your business to trust and understand the complex IT services being offered and, beyond this, the best customer service indicates that you can receive prompt support when required. A few ways to tell if you are likely to receive excellent customer service include:
Transparency in Communication: If your IT support company is transparent in their communication, this means you will understand how they work. For example, they will explain how they tackle issues and provide clear timelines for resolution to keep you updated.
Excellent Responsiveness: IT support companies should offer excellent responsiveness in their plans. For example, they may offer 24/7 support and respond when required, or they may ensure their excellent responsiveness helps to minimize downtime when handling issues for your company.
Dedicated Account Management: IT support companies can dedicated account management, and these account managers should have excellent availability and enhance the customer experience. For example, some of the best response times will be within an hour, but this can depend on the complexity of the issue.
Coming to a Decision
So, if you’re about to make the final choice when it comes to choosing an IT support plan for your business, ensure you first think about the type of support needed and how important this support is for your company. Then, consider your budget and the specific features you’re going to need, such as 24/7 availability or network management.
Remember to check for reviews and testimonials as well as certifications, as this can help you make a confident and informed decision when picking an IT support plan. And as your business increases in its scope and size, it’s always worth reviewing and updating your IT support plan. For this, make sure your IT support company offers scalable services.
Final Thoughts from Tech Masters on Choosing The Right IT Support Plan For Your Business
The right IT support plan for your business can ensure you get the support you need at a price that aligns with your budget. As you look for an IT support plan, remember that a business that is proactive and responds to your needs when required can make a difference to your systems and technology management.
Make sure you pick the right IT support plan to receive the exact support you need for your technology stack. For more information, and for proactive IT support, visit and contact Tech Masters – we’re ready to help you handle your technology needs.