Finding The Right Remote Support Partner

By Luke Watts // 2nd January 2018

Remote support is a crucial part of any Managed IT Support package. It gives you the peace of mind that your IT systems are being monitored 24/7 to pick up on any problems before they affect your business operations. Or does it? In our experience, remote support can mean different things to different IT companies. We’ve even come across cases where the remote support was so remote, it wasn’t even there!

Choosing the wrong partner could be a very bad move for your business. Slow computers, outdated systems and extended downtime will hold you back: affecting your efficiency and, ultimately, your bottom line. So don’t do it! Read our handy guide to finding the right remote support partner – someone who’ll work with your business (not just for it) and help you get the most from your IT systems.

1. Check out their credentials

The last thing you want is a gaggle of amateur cowboys messing with your computers. The consequences don’t bear thinking about. So your first move is to look at a potential partner’s experience, qualifications and accreditations. But don’t be fooled by a company’s age. RoundWorks is only 10 months old (aaah!), but between us we’ve clocked up a good 15 years’ experience in IT support. You’ll be in good hands if you pick us.

Other areas to consider include:

· Accreditations. Is the provider affiliated with leading industry names such as Microsoft, Cisco and Apple? For example, we’re a Veeam Pro Partner, which means we can tailor our backup and disaster recovery solutions to meet your precise needs.

· Awards. Has the company won any industry or business awards? This isn’t always a guarantee of quality, but could help you sort the wheat from the chaff.

· Insurance. Do they have adequate Professional Indemnity Insurance in case something goes wrong?

· Reviews. Look on Google, Facebook, TrustPilot and similar sites to find out what the company’s other clients are saying about them.

2. Assess the synergy with your business

Now this is important. Not as essential as skills and experience, mind, but it still matters. To get the most from your remote support partner, you need someone who’ll take the time and effort to get to know you and your business. Someone who shares your ethos, outlook and business principles. And, of course, someone who’s geared up to cope with your company’s type, size and sector.

Here at RoundWorks, we’re a young, forward-thinking company with big ideas. And that’s exactly the kind of client we’re looking to work with. We like nothing more than meeting business owners with the kind of commitment, drive and ambition that makes us tick.

You can trust us to work our socks off and bend over backwards to support your business. At the same time, we’re friendly, approachable and straight-talking. Sound familiar? There could be a match made in heaven just ‘Round’ the corner (see what we did there)!

3. Ponder the practical side

If a company’s ticked the first two boxes already, it’s time to look at the finer details of how they work. That’s things like opening hours, response times, service level agreements and contractual arrangements. And pricing, of course. Again, this is about finding a partner who has the right synergy with your business, but in a more practical sense. After all, if your core business hours are 7am to 4pm, there’s no point choosing a partner that opens at 10am.

With RoundWorks, the clue’s in the name. We work around your business to meet your needs. We know the old ‘9 to 5’ game is old hat, so we’re open from 7am to 7pm. You choose how to contact us: by phone, email or online portal. Either way, we’ll respond within 15 minutes. We offer fair, affordable pricing and simple, month to month contracts. You’ll even get your own personal Account Manager. Bingo!

4. Make sure they ‘do what it says on the tin’

We’ve already hinted at this one – and we can’t stress enough how important it is. It’s all too easy to appoint a cheap provider who takes a casual glance at your systems every once in a blue moon. The whole point of remote support is that it’s ‘always on’ and it’s proactive, not reactive. Your systems are monitored and managed 24/7, so any problems are picked up straightaway – and can often be resolved without you even noticing.

So ask potential partners how they work. For starters, you need to know they’re using decent monitoring and management software that’s up to date and capable of meeting your business IT needs. And you need to know what’s going on. So ask for regular updates and reports; if they’re reluctant to provide these, then steer well clear.

At RoundWorks, we know our clients don’t always want to be overwhelmed with technical data. We’ll always give you your remote monitoring reports if you want them, but not if you’d prefer us just to get on with it. On the other hand, if our software flags up a problem and we sort it remotely, you’ll always get a support ticket to bring you up to speed.

5. Look for added value

We all love getting something for free, right? And whilst cheap is rarely best when it comes to IT support, there are providers out there who’ll give you more for your money. For example, our Managed IT Support package (which include remote support, naturally) include two FREE IT audits a year. We also offer clients using Windows Server Backup a free upgrade to Veeam for Windows, which offers better security and manageability features.

Like to know more about RoundWorks? Give us a call!

If you like what you’ve read about us, we’d love to talk to you about your remote support requirements. So get in touch today and let’s get the ball rolling. If you’re not too far away from the Nottingham and Derby area, we can even call in for a coffee. We’ll throw in a free IT audit, too – now that really is added value!

RoundWorks IT

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