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Working with a managed IT provider can be great for companies looking for ongoing IT support and management of their IT environment. However, it isn’t uncommon for companies to find that their managed IT provider is no longer providing the service they signed up for.
What may have worked for your company at the beginning of your arrangement may not be working now, especially if your business has grown or changed.
LDI has worked with clients at various stages of their IT journey. As a managed services provider for over twenty years, we have worked with several clients who have received bad managed IT services. We have noticed quite a few common signs within their experiences that show they are not getting the services they deserve.
This article will address four significant signs to look out for that show your managed IT provider is not the right fit for your business. By the end of this article, you will understand the quality of service you should receive from your managed IT provider.
4 Signs Your Managed IT Provider Isn't Helping Your Business
Your managed IT provider should be doing all they can to ensure that your IT environment is secure and running smoothly. In addition, your business, employees, and customers deserve qualitative IT support, especially when dealing with challenging IT problems.
Here are four critical signs that your managed IT provider may no longer be the best fit for your organization.
1. Lack Of Strategizing & IT Roadmapping
One of the main reasons companies choose to work with managed IT providers is for IT planning and strategizing. Managed IT providers are meant to optimize and help your company meet its current IT needs while striving to meet future IT goals.
Additionally, an MSP should be able to provide ongoing thought-leadership skills, best practices recommendations, and IT solutions that can help enhance your IT environment for the future of your business.
Your MSP should help your business create and execute long-term IT strategies and plans that pertain to your particular business, industry, employees, and customer needs. Just as every other department has expectations for growth, your IT is no different.
Suppose your managed IT provider is not trying to optimize your current environment through strategy nor abiding by a long-term IT game plan. The chances are you’re not receiving the managed IT services your company deserves.
2. Issues Are Not Getting Resolved Promptly
Every MSP has varying response times. However, the primary purpose of outsourcing your IT needs to a provider is so that someone can assist your network’s problems as soon as possible.
Ideally, the right managed IT provider will be upfront about how long it will take them to respond to an IT issue.
Seeing as your network will be monitored via an automated system, an MSP should be able to identify the IT problem and resolve it without your company even being made aware of it. But sometimes, some issues fall through the cracks and require extra attention.
At the start of your business partnership, your company should receive an agreement that states the response times associated with the severity of the IT problem. For example, this document will specify what constitutes a severe IT problem and the recommended response time until it is resolved.
Having a proactive solution to refer to mitigates the stress of not knowing when your MSP will help you with moderate to severe IT problems. It also helps decrease the amount of downtime your company may face, which gets your employees doing their job.
3. Inexperienced IT Helpdesk Support
IT helpdesk support is made up of both remote and onsite support. Once your company gets ahold of an IT support technician, you probably want to make sure your IT problem gets resolved so that it’s taken care of for good.
However, if it takes multiple attempts for the technician to solve the issue, this can ultimately break the trust you have in your MSP.
Typically, managed IT providers like to walk companies through two or three remote troubleshooting attempts before sending an onsite technician to assess the damage and repair the device.
Depending on the IT problem you’re facing, it should not take more than one or two attempts to resolve the issue.
If your company faces multiple issues weekly without them getting resolved, this is a significant sign that your managed IT provider isn’t cutting it.
4. IT Service Agreement Is Full Of Broken Promises
Is your current MSP delivering on the promises they made within their IT service agreement?
If your answer is anything other than a “yes”, this is a glaring red flag. If your MSP is no longer delivering on the promises they made upfront to secure your business or they never did in the first place, it’s time to reconsider your partnership.
The IT Service Agreement you receive at the start of your business relationship with your MSP should be taken seriously and honored. Review your contract and compare it to the level of service you have received over six months to a year.
If your company finds that there are a handful of areas where your MSP has fallen short, it may be worth having a tough conversation.
Ready To End The Partnership With Your Current Managed IT Provider?
Goodbyes are never easy. But some goodbyes are warranted if the MSP you’re working with has over-promised and under-delivered.
If your business is working with a managed IT provider that meets all of your IT requirements, provides qualitative helpdesk support and respects your company’s time and IT needs, then there may be no need to reconsider your managed IT provider.
Now suppose you hired your managed IT provider under the pretenses that they would help secure your environment and provide helpful IT support should a problem ever arise. Still, they have yet to fulfill either requirement. In that case, you may need to break up with your current managed IT provider to get the assistance you need.
At LDI, we work with clients in need of IT support to assess their current IT environment needs to implement the right IT solutions.
Reach out to an LDI representative today to learn more about the managed IT services we offer.