It’s a strange statement for the guy who runs a business that’s paid to fix problems quickly and efficiently, and whose own contracts have some of the best SLA’s around, but it’s true.
I’ve had so many meetings with companies in the last few months where their IT provider produces wonderful reports to prove what a great job they are doing, only for the staff feedback to be that the support they receive is below standard and preventing them from working efficiently.
Of course, any service business needs agreed service levels and ensuring these are hit is important BUT, in our view, if a company we support needs to discuss our service levels with us something is very wrong. SLA’s should be there as a worst-case scenario, and provided you engage with the user or business, these can be flexed either way to consider specific circumstances around the problem to ensure the right priority of support is allocated.
Most IT companies have an SLA of 30 minutes for a business-critical fault - but let’s be honest, who expects to wait this long for help if the whole business is unable to work? You would like to think you would call your partner and get help immediately, right? Not so in many cases. Many IT companies prevent their clients from having direct access to their technical team and some local companies even outsource the answering of their calls completely to an external call service.
Choosing an IT Partner who gives you immediate access to a technician who can provide front line support certainly helps ensure that faults are quickly and effectively prioritised and fixed, and knowing that your partner has ample trained people waiting to help, and who know your business, is essential.