6 Questions To Ask (Before Signing An IT Support Services Contract!)

Businesses of any size can benefit from IT support services in Canada. By choosing to partner with an IT services provider, you can reduce your overall number if IT employees and cut costs, while still providing employees with the support services that they need to do their jobs.

But if you’re looking to partner with an IT support in Vancouver services, you’ll want to make sure that you pick the right company – especially if you’re considering a multi-year contract. Here are the 6 questions you should ask a potential service partner (before signing a contract!)

  1. How Big Is Your Company – And Do You Plan To Grow?

 This is actually a very good question to ask. You want to partner with an IT services company that will be able to grow with your company.

In general, you’ll want to avoid very small IT services providers. This is because they may not be able to grow with your company. However, it’s usually best to avoid enormous IT service providers – because they won’t give your company the personalized attention that you deserve.

As a rule, you should choose a company that’s around the same size as your own company, and that is growing at a reasonable rate. 

  1. Do You Have Guaranteed Response Times?

 If you have a problem with your IT network, website, or even with an end-user’s computer, your IT services provider should offer guaranteed response times – whether they’re providing on-site or remote support services.

Any worthwhile IT services company will offer a fast, guaranteed response time. This should usually be outlined in the Service Level Agreement that you sign when hiring your IT services provider. 

  1. Will I Have A Dedicated Account Manager?

Having a single point-of-contact is very important when choosing an IT services provider, so you should choose a company that offers you a dedicated account manager.

Having a dedicated account manager has a number of benefits. First, you’ll always know who to call if you have questions about your service. Your account manager will also become familiar with your company and your IT needs, which helps them provide you with better service.

  1. What Levels Of Support Do You Offer?

 IT services providers usually provide 4 different levels of support:

  • Pay-as-you-go – In a pay-as-you-go model, you simply pay a fixed price or hourly rate to have access to IT support personnel.
  • Online chat-only – This is the least expensive option, and is often used for end-user support. You pay a lower hourly fee to have access to online IT support agents.
  • Break-fix – Break-fix support is usually charged hourly. You call your IT services provider when something goes wrong, and they resolve the problem.
  • Managed services – Managed services are essentially fully-outsourced IT. Your managed services provider will proactively manage all of your IT systems, provide support, purchase new hardware, and much more.

Depending on your budget and particular needs, any one of these levels of support may be enough for you. 

  1. Do You Have Preferred Vendors You Purchase Hardware And Software From? 

It’s a good idea to partner with an IT services provider that has a good relationship with software companies and hardware manufacturers.

f your IT services provider buys software and hardware from the same companies regularly, you may be able to get discounts, and you can be assured that your support company has a good relationship with particular vendors – which is critical when something goes wrong.

  1. What Are The Cancellation Terms Of The Contract? 

Most IT services contracts run for at least a year. However, you should make it a point to inquire about the cancellation terms of a contract. Any fees or costs associated with cancellation, cancellation time-frames, and other information should be outlined clearly by your IT services provider.

Partnering with another company is always a risk. You need to make sure that, in the unlikely event that you’re unsatisfied with your chosen IT partner, you can get out of the contract – without having to pay enormous cancellation fees.

Follow These Tips – And Choose The Best IT Services Provider For Your Needs!

While this list of tips is by no means exhaustive, it’s a good starting point if you’re vetting potential IT services partners in Canada. So take another look at these tips, bear them in mind during your interviews, and choose the right IT services partner for your needs!