Knowing which questions task is critical for you to find the right service group for your business. This checklist will help in your evaluations.
- Does the provider have an in-house staff with the qualifications and relevant experience for the support you will need?
- One point-of-contact, or multiple ones? Who will get to know your unique requirements?
- Wider range of services available, in addition to what you need right now?
- How often does the provider plan service onsite vs. remotely? Does this meet your needs?
- If service is provided remotely, will you be asked to work on the provider’s behalf?
- Is the provider close enough to be able to service onsite quickly?
- Security management included? (i.e. firewall monitoring and application patching)
- Will you own or rent your equipment and software?
- Will you have access to your passwords and network documentation?
- Which third-party certifications does their IT staff hold?
- Who does the provider partner with?
- Will the provider give you customer references to check?
- Contract and pricing straight-forward? Remote monitoring, maintenance and onsite service calls covered? Any hidden fees?
- Does the contract have performance-based service level agreements?
- Will the contract save you money?
- Is the provider financially stable so they’ll be there when you need them?
- Can the provider consult with you to build a technology plan for your business?
- Is the provider willing to work with and augment your existing IT staff if you have them?
- Is service available 24x7x365?
