How long have you waited for an IT technician to show up after you called about an issue? How much time has been wasted waiting on the problem to get fixed? Have you waited up to three days to have something looked at? This isn’t how it has to be – and with Palindrome Consulting, it isn’t.
No one likes waiting.
Whether it’s over the phone technical support or waiting at your office for a technician to show up, the longer it takes the more frustrating it gets.
It’s common, too.
More and more often we hear from potential and new clients that they just want to work with an IT company that will come when they call. In dealing with those that don’t, they keep encountering the same problems – usually, that no one can get their work done until the technician shows up.
But when will that be?
After you’ve placed a call to your IT support, it’s just a matter of time before the problem gets fixed – but do you even know how long you’re expected to wait?
Depending on when you place the call, they may not even show up the same day. And if the problem is serious enough to cause downtime for even a couple of employees, that’s a lot of wasted time and a lot of wasted wages.
There are a few potential reasons for this type of delay:
If you’re working with a smaller IT Company, it’s possible that they outsource their support calls to a third party. For support providers that lack the resources to invest in the people and resources needed to make service calls, it’s more economical to pay for a technician from a larger company to come take care of it.
While this is more cost-effective for the IT Company, the downside is that once the service call is passed from department to department and company to company, it’s much harder to make sure the same person is going to be available to address the service ticket.
At its simplest, it’s entirely possible your IT Company isn’t worried about sending support in a timely manner. As far as they’re concerned from their perspective, all services calls are equal, and likely only based on one of a few common problems. As such, any given technician can handle it eventually, right?
It’s also possible that your technician isn’t showing up on time because they know they don’t have to. Did you double-check about response time guarantees when you hired this company? If not, they’re not directly obligated to show up in any window. They really only have to be there fast enough to ensure you don’t decide to take your business elsewhere.
This can vary greatly depending on a number of factors, including:
Are they nearby your business, in the same city? Do their technicians operate out of their office, or are they outsourced from another company?
It’s one thing to call for a technician at the beginning of a business day. It’s another to expect one to come in on a Saturday evening.
Not that you shouldn’t be entitled to 24/7 support, but it’s important to remember that availability (and rates for support calls) can vary drastically depending on the time of day and the IT Company you’re working with.
To an extent, this puts the onus on you, but it’s the reality of the situation.
When you hired your IT Company, did they make any service guarantees? Did they explain their service windows and rates? Did you make sure to ask these sorts of questions?
All of this is to say that when you evaluate a given IT Company, there’s a lot to consider. Many of these key aspects (service consistency, service level agreements, support call wait times and windows, etc.) need to be determined from the start.
This is why the Palindrome Consulting team is proud to deliver instant acknowledgment of reported issues. We follow that up with a 1-hour guarantee for remote support and a 2-hour guarantee for on-site support in the Miami-Dade and Broward County areas. And that’s backed up by a money-back guarantee – if you’re not satisfied with our speed of response and quality of service in the first 30 days, you’ll get your money back.
No matter what question you have that needs expert IT consulting, or regardless of any support request you make that needs a quick answer, we will immediately respond and arrange support in a timely manner.
Join the many successful businesses that get unparalleled timely support from their IT company – whether they’re looking for IT support when an issue arises or IT consulting when a change is on the horizon.
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