The three different types of IT Support Explained

IT failure can be extremely costly for any business, not only in terms of lost orders and productivity but also in damage to reputation. So what can a business owner do to minimise the chances of such a disaster happening?

Prevention is always the best option, so your first line of defence should be regular maintenance and monitoring of your network. This will keep everything running smoothly and highlight any potential weak spots before they grow into problems. If, in spite of your best efforts, something does go wrong you will also need to be able to get help quickly from a reliable specialist.

Unless you employ your own qualified IT engineers, the simplest solution is to have a maintenance agreement with a reputable IT Support Company. Look for one in your area that has a proactive rather than reactive approach to IT support. A UK help desk staffed by people who can answer your questions is another plus point, and if you have more than one branch make sure that any agreement you make will cover all your premises.

For maximum flexibility choose a company that offers the following three different levels of IT support so you can opt for the package that is best suited to your needs.

Full Network Maintenance Contract
· What you should get: Unlimited telephone support, secure remote access or site visits to solve any malfunctions or breakdowns in your system. Expert advice on all IT issues. A 24-hour server monitoring service to detect potential problems. A guaranteed response time.
· What you will pay: A fixed monthly fee with no callout charges.

Pre-Paid Maintenance
· What you should get: Help and advice on a range of IT issues that you choose. If you are confident of handling routine maintenance yourself you might only want to ask for help with the more complex tasks.
· What you will pay: An hourly rate – the more hours you pay for in advance, the cheaper the rate.

Pay as you Go Maintenance
· What you should get: The simplest arrangement where you only pay as and when you use any of the support company’s services.
· What you will pay: A fixed hourly rate plus a callout fee if a site visit is necessary.

Every business is unique, and no one knows yours better than you, so before you sign up to any IT support agreement, explain what you want and ask questions so you can be sure of making the best decision. Above all, work with a company that is as committed as you to getting the best out of your IT system.