Comparing IT support companies in the Atlanta and Marietta GA area?
How do you compare IT support company in Atlanta? There are so many IT companies in Atlanta, and it can be a daunting task to determine which one is right for you. They range from single IT support contractors to nationwide IT providers. Each one claims to be the best. So how do you decide which one is best for you? There are five simple determining factors to compare IT support company for you:
- Type
- Maturity Level
- Services
- Contract Terms
- Size
This article helps you understand your options and basic IT requirements.
Types of IT Support
There are many types of IT support agreements, and it is important to understand which one is right for you. A good rule of thumb is to know the lower the commitment, the higher the risk.
Ad Hoc – This service is typically provided by independent contractors who serve their clients on an as-needed basis. Ad hoc is an excellent option for someone who does not have a significant dependency on their computers to operate or needs less than 1/4th of an hour of support per workstation per month.
Blocks of Time – Blocks of Time allows you to purchase hours upfront and use them at your leisure. It is difficult for these companies to determine when the work will come in and how much staff is required. Therefore, they hire very cheap labor, and the service often has long wait times and inconsistent service when you do use them.
Use It or Lose It – This model closely determines the amount of support you need per month. If you go over those hours, you pay a higher hourly fee. If you stay under the hours, you lose what you don’t use.
Budget–This is similar to the Block of Time, but the rollover is only for two months. More information on this complicated program can be found here.
Fixed-Rate – The Fixed Rate, aka Unlimited, provides unlimited help desk and server support for the entire environment. There is an additional cost for moves, adds, and changes. (MAC’s)
Customized IT ™ – Customized IT allows the company to choose the exact level of services and support they need at a fixed monthly rate. No more and no less. This program is ideal for companies who have an internal IT department or specific ideas on how they want to be supported. It also substantially reduces the cost of the helpdesk.
Compare IT Support Capabilities
Another way to compare IT support companies is by their IT maturity level. IT support levels can be measured by the quality of their people, technology, and processes.
People – It is important to know the types of technicians or engineers they hire – experience matters. A technician does not have a degree but may have the experience. An engineer has a college degree and has the basics down but may not have the experience. However, the best combination is experience and great communication skills. Many technical types do not have good communication skills, and it is essential in this type of job. You can find out the caliber of person they hire by looking at their job posts.
Technology – While many independent contractors and startups skip on certain technologies until they make a profit, experienced MSP’s know how to invest wisely in their technology to provide the best service. Successful MSPs have Remote Monitoring and Management systems (RMM), ticketing systems, asset tracking, desktop monitoring, hosting resources, and a wide range of cybersecurity options.
Processes – Great engineers and great technology can equip you for the best outcome. However, neither will do you any good unless the engineers can follow processes and procedures.
Compare IT Support Services
The best way to compare IT support services is to focus on the basic support before the additional services. Support is the helpdesk, onsite support, remote monitoring, desktop monitoring, and basic IT monitoring.
However, most MSPs offer additional support, including cloud/hosting, telecom equipment/services, websites, custom programming, or cybersecurity offerings, to name a few. All of which can be provided by a 3rd party provider. It is important your additional support contracts do not exceed your IT support contract. Otherwise, you will be trapped in an ongoing battle to get free from them.
Compare Contract Terms
The terms of your agreement tell how confident your MSP in their abilities to meet your needs.
Month-to-Month – This length of agreement puts the risk on the provider. However, it also increases your onboarding cost. This is because onboarding takes time and the service provider either has to build that time into the length of the contract or charge it upfront. Also, beware, many of these companies have a “60-90 day out” clause, which is the same as a short-term contract.
Short Term – Many MSPs do a 6-month term and month-to-month after that. This allows them to transition services and stabilize before going month-to-month.
Long Term – One year or more is a long time to lock someone into a service contract. Often, companies will do this in lieu of waving part or all of the onboarding. However, you should be cautious if a company’s minimum term is one year or more. This is because the service will be great during the time of renewal, but fall off during the rest of the contract period.
Small vs Large IT Support Companies
Many small and medium-sized businesses (SMBs) like to choose larger companies because of their breadth, depth, and services. However, bigger is not always better. These companies are filled with bureaucracy and are focus on profit, and you are just another number. In contrast, your account matters to smaller companies, and they will cater to your specific needs and offer greater customer support. Therefore, it is more important to compare the engineer to client size ratio than just getting bigger, because they may be stretched thinner.
Top IT support company in Metro Atlanta: INSI
Once you start comparing IT support contracts, and you will find out why INSI is the Top Managed Service Provider in Marietta and Metro Atlanta, GA. We offer complete IT support packages for clients with no internal IT and a la carte customized packages for small IT departments. Also, every client gets personalized service with a Customer Support Manager (CSM) who serves as their primary point of contact for questions, needs, and project management. Most importantly, we only charge the client for the exact service and level they need. No more, no less.
If you are looking to replace or find a new IT support company in Atlanta Metro, let INSI provide a free site assessment and quote. You can contact us here, or call 770-387-2424, Option 2, for more information.
About the Author
Deborah Frazier is the author of IT Outsourcing Secrets – A Small Business Guide to Compare IT Support Companies. With nearly 20-years’ experience consulting small and medium-sized businesses on their IT support needs, she brings a wealth of knowledge to INSI as Head of Marketing and Sales. If you like this article and would like to get notified when a new article is posted, click here.
