What is a Reasonable Response Time from Your IT Provider?

What is a Reasonable Response Time from Your IT Provider?

There’s nothing worse than your technology breaking and then having to wait an hour, two, four, or even days before receiving an answer from an IT provider. 

The number one complaint that we hear all the time from prospects looking for a new IT provider is that their current provider is unresponsive. Ultimately, this leads to unnecessary downtime, decreased productivity and less revenue. 

The average cost of IT downtime is $5,600 per minute. 

This is why you need your IT provider’s response time to be quick and efficient. 

When you are discerning whether or not to switch IT providers, ask the following questions about response time: 

Do they answer their phones live or do you always have to leave a voicemail and wait for someone to call you back? 

People want to talk to people, especially when it comes to complicated technical problems. 

As a customer, your time is valuable and the less time you spend waiting for an IT provider to respond, the less money you are losing. 

At MIS, we are dedicated to answering our phones live from 7 a.m. to 5:30 p.m. Monday-Friday, and we even provide a 24/7/365 emergency hotline to call outside of normal business hours. Give it a try today - 770-796-4091.

Do they offer a written, guaranteed response time to your calls for critical issues?

The less downtime, the less money you lose. That’s the bottom line. 

With that being said, our team recommends that you have a guaranteed response time from your IT provider within 30 minutes or less of your call. This ensures that your issue will be addressed quickly and your employees are staying productive. 

At MIS, we offer a written pay-for-performance guarantee, meaning that we will write you a check if we don’t meet a 30-minute or less response time standard. 

Do they dedicate a service team to your account to ensure your needs are met?

You don’t just want an IT provider who goes through the motions, but one who actually takes the time to get to know your business, so they can accomplish what is right for your business. 

Taking the time to understand your organization is the foundation for delivering a responsive, friendly and personalized service experience. 

At MIS, we have a dedicated team assigned to maintaining detailed network documentation of your computer network, and any of our IT specialists can pick up where another has left off. 

For more information on downtime and the importance of response time, click here.