{"id":56659,"date":"2023-08-29T05:00:25","date_gmt":"2023-08-29T09:00:25","guid":{"rendered":"https:\/\/insi.net\/?p=56659"},"modified":"2023-08-29T05:00:25","modified_gmt":"2023-08-29T09:00:25","slug":"10-signs-its-time-to-switch-it-support-providers","status":"publish","type":"post","link":"https:\/\/insi.net\/insi-articles\/10-signs-its-time-to-switch-it-support-providers\/","title":{"rendered":"10 Signs It&#8217;s Time to Change IT Support Providers"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.18.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>Is it time to change your Atlanta IT support provider? Maybe, maybe not. Let\u2019s face it; no one likes change because change is hard, and it\u2019s easier to accept mediocre service than to change to the unknown. But when the current solution rings uncertain, it is clear it is time to change. Below are ten apparent signs it is time to switch IT support providers.\u00a0<\/p>\n<h3><strong style=\"font-size: 24px;\">1. <\/strong>Change Your IT Support Provider When Bills and Expenses are Unpredictable<\/h3>\n<p>We all know financial predictability is the key to business success. Therefore, you should be concerned if you receive unexpected or excessive IT support bills and expenses. One time may be explainable, but if it happens multiple times, you need to start asking these questions:<\/p>\n<ul>\n<li>Could this have been <a href=\"https:\/\/insi.net\/cybersecurity\/cybersecurity-preventive-maintenance-must-be-performed-onsite\/\">prevented<\/a>?<\/li>\n<li>Could this have been planned in the budget?<\/li>\n<li>Could this have been caught and managed sooner?<\/li>\n<\/ul>\n<p>If the answers to these questions are not a resounding \u201cNO,&#8221; it might be time to look for another IT support provider.<strong style=\"font-size: 17px;\"><\/strong><\/p>\n<h3>2. Change Your IT Support Provider When Response Time Suffers<\/h3>\n<p>Response time is the number one reason companies switch their IT support providers. Today, it is damn near impossible to function without operational computers. That\u2019s why you should consider a change if your end users are bottlenecked by the IT support provider\u2019s response or resolution time. Common reasons for poor IT support service include:<\/p>\n<ul>\n<li>Lack of appropriate staffing<\/li>\n<li>Insufficient processes and procedures<\/li>\n<li>Ineffective technology tools to track, monitor, prevent, and measure<\/li>\n<li><a href=\"https:\/\/insi.net\/it-support\/it-support-models-at-a-glance\/\">Type of IT support model<\/a><\/li>\n<\/ul>\n<p>In addition, executives don\u2019t always recognize issues with the IT support company because they get preferential treatment. However, it is just as important the end-users receive great support because their work could affect production, sales, finances, or operations. A quality IT provider will give you the tools or reports to track their response and resolution times.<\/p>\n<h3>3. Change Your IT Support Provider When They Dodge Responsibility\u00a0<\/h3>\n<p>Does it always seem to be someone else\u2019s fault when something goes wrong with your technology? Finger-pointing is one reason companies get fed up with their IT support provider. While it could be an internal resource, vendor, or technology, it could also be your provider. So, ask yourself:<\/p>\n<ul>\n<li>Are they problem solvers or finger-pointers? In other words, do they provide a path to resolution, or are they content to leave you hanging or put you in the middle?<\/li>\n<li>Do they try to resolve it themselves or tell you who to call? A good IT support provider will contact the vendor, manufacturer, or other parties to resolve the issues and only get you involved if they are not cooperating.<\/li>\n<li>Is this a constant issue or an isolated issue? Ongoing issues are something to be concerned about.<\/li>\n<\/ul>\n<h3><span style=\"color: #333333;\">4. Change Your IT Support Provider When They Don&#8217;t Protect You from Cyber Attacks<\/span><\/h3>\n<p>When a cyberattack happens, you first look at your IT support provider. Your IT support provider should\u00a0 advise and offer you cybersecurity and provide 24\/7 monitoring and <a href=\"https:\/\/insi.net\/cybersecurity\/cybersecurity-preventive-maintenance-must-be-performed-onsite\/\"><strong><em>onsite<\/em><\/strong> preventive maintenance<\/a>. All of which can prevent and stop the most common cybersecurity threats.\u00a0 (Click <a href=\"https:\/\/insi.net\/atlanta-it-support\/atlanta-it-support-landscape-series-how-much-cybersecurity-from-your-it-support-provider\/\">here<\/a> to find out what your IT support provider is responsible for and what they are not.) On the other hand, a GREAT IT support provider will offer <a href=\"https:\/\/insi.net\/advanced-cybersecurity-services\/\">advanced cybersecurity<\/a> products to protect you from a range of threats.<\/p>\n<h3>5.\u00a0Change Your IT Support Provider When They Cannot Help You Align Your IT Goals to Your Business Goals<\/h3>\n<p>It\u2019s a digital world, and every year, small- and medium-sized businesses find new ways to use technology to improve service, speed up operations, offer new products, or generally become more competitive in their marketplace. A good IT support provider can meet with your business executives to help align their <a href=\"https:\/\/insi.net\/it-support-company\/it-support-company-in-atlanta-and-marietta-ga-discusses-it-goals-and-your-business\/\">IT initiatives<\/a> with their business goals.<\/p>\n<h2><span style=\"font-size: x-large;\">6.\u00a0Change Your IT Support Provider When They Clash with Your Internal IT Resources<\/span><\/h2>\n<p>Your internal IT department mustn\u2019t have a reason to feel threatened by your outsourced IT group. And the prevention of a threatening environment starts with a clear separation of responsibilities. All too often, outsourcing packages overlap with the internal IT department\u2019s responsibilities. When that happens, LOOK OUT because you are in jeopardy of both sides finger-pointing at each other. This not only holds up productivity but also creates a toxic workplace. Instead, find a company that can <a href=\"https:\/\/insi.net\/insi-customized-it\/\" class=\"broken_link\">design a program around your internal IT strengths<\/a> so everyone knows their exact responsibilities and can hold each other accountable.<\/p>\n<h2><span style=\"font-size: x-large;\">7. Change Your IT Support Provider When They Are More Reactive Than Proactive<\/span><\/h2>\n<p>Reactive IT support is a HUGE red flag! A reactive company is typically on the lower level of the IT maturity scale, which means you will have unpredictable costs and failure to meet your client&#8217;s demands. If you have one of these companies, it is time to run!<\/p>\n<h3>8. Change Your IT Support Provider When You Can No Longer Trust Them<\/h3>\n<p>When you give administration access to a company or employee, you give them full access to your emails, finances, HR records, intellectual property, client list, and more. While an IT company doesn\u2019t have a vested interest in your data, people are people, and some are untrustworthy. That\u2019s why you should always get references and ensure your IT provider runs <a href=\"https:\/\/insi.net\/it-support-provider\/it-support-provider-should-do-background-checks-for-your-atlanta-and-marietta-ga-business\/\">background checks<\/a> on anyone who has access to your data.<\/p>\n<p>Watch out if your IT support provider knows details about your business that they otherwise shouldn\u2019t. We often see this with IT support companies on the lower IT maturity scale because they are desperate and can\u2019t afford to lose a client. But in some cases, we have caught larger IT support companies flagging emails with specific keywords like IT support or competitor names.<\/p>\n<h3>9.\u00a0Change Your IT Support Provider When Your IT Provider Traps You in Long-term Contracts\u00a0<\/h3>\n<p>In my 21 years in this business, I have noticed that IT support companies that lock you into long-term contracts will typically slack on performance when the contract is not up for renewal. However, a company confident in its abilities will always provide an easy \u201cout\u201d if the client wants to leave for non-performance or bad customer service.<\/p>\n<h3>10.\u00a0Change Your IT Support Provider When Your IT Provider Sold to an Investment Firm<\/h3>\n<p>Over the last few years, many <a href=\"https:\/\/insi.net\/msp\/msps-managed-service-providers-being-bought-large-marietta-atlanta-businesses\/\">investment companies<\/a> have purchased smaller IT support companies and implemented changes that drive off employees. They changed the service model to squeeze every penny for the shareholders, not the client. Therefore, run far away if your IT support provider has been bought out.<\/p>\n<h2>Summary<\/h2>\n<p>If you are experiencing any of these issues, it is time to review your IT support contract. Especially if your agreement is up for renewal, if you are still unsure and would like to review your situation objectively, we recommend the book <strong><em>IT Outsourcing Secrets<\/em><\/strong> \u2013 A Small Business Guide to Compare IT Support Companies.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_button button_url=&#8221;https:\/\/insi.net\/connect-with-insi\/&#8221; button_text=&#8221;Speak to an IT Support Consultant&#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_button][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2><strong>About INSI, The Best IT Support Provider in Atlanta<\/strong><\/h2>\n<p>Innovative Network Systems, Inc. (INSI) is the leading Managed Service Provider (MSP) in Marietta, GA, for small- and medium-sized businesses. INSI&#8217;s unique approach integrates IT Support and Cybersecurity into comprehensive packages with <a href=\"https:\/\/insi.net\/cybersecurity\/cybersecurity-preventive-maintenance-must-be-performed-onsite\/\">onsite preventive maintenance<\/a> and a <a href=\"https:\/\/insi.net\/insi-articles\/insi-customer-support-manager\/\">single source of accountability<\/a>. INSI\u2019s services range from <a href=\"https:\/\/insi.net\/insi-customized-it\/\" class=\"broken_link\">gap support<\/a> for clients with internal IT departments to <a href=\"https:\/\/insi.net\/managed-services\/\">fully managed services<\/a> for those who have no IT representation.<\/p>\n<h3><strong>About the Author<\/strong><\/h3>\n<p>Deborah Frazier is the author of IT Outsourcing Secrets \u2013 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 <a href=\"https:\/\/insi.net\/subscribe-to-insi-it-support-insights\/\">here<\/a><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Is it time to change your Atlanta IT support provider? Maybe, maybe not. Let\u2019s face it; no one likes change because change is hard, and it\u2019s easier to accept mediocre service than to change to the unknown. But when the current solution rings uncertain, it is clear it is time to change. Below are ten [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":56662,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"Is it time to switch your Atlanta IT support provider?  Maybe, maybe not. Let\u2019s face it; no one really likes change because change is hard, and it\u2019s easier to accept mediocre service than the unknown. But when the current solution rings of uncertainty, it is clear it is time to change.  Below are ten obvious signs it is time to switch IT support providers.  \nIT\u2019s Time to Change IT Support Provider When:\n1.\tYour IT Support Bills and Expenses are Not Predictable\nWe all know financial predictability is the key to business success.  That\u2019s why you should be concerned about the future if you receive unexpected and excessive IT support bills and expenses. One time may be explainable, but if it happens multiple times, you need to ask:\n\u2022\tCould this have been prevented?\n\u2022\tCould this have been planned in the budget?\n\u2022\tCould this have been caught and managed sooner?\nIf the answers to these questions are not a resounding \u201cNO\u201d, it might be time to look for another IT support provider.\n2.\tYour IT Support Provider Does Not Meet Your Needs in a Timely Fashion\nBy far, this is the biggest reason companies switch their IT support providers.  Today, it is damn near impossible to function without operational computers.  That\u2019s why you should consider a change if your end users are bottlenecked by IT support provider\u2019s response or resolution time.  Common reasons for poor IT support service include:\n\u2022\tLack of appropriate staffing\n\u2022\tInsufficient processes and procedures\n\u2022\tIneffective technology tools to track, monitor, prevent, and measure\n\u2022\tType of IT support model\nIn addition, executives don\u2019t always recognize issues with the IT support company because they get preferential treatment.  However, it is just as important the end-users receive great support because their work could affect production, sales, finances, or operations.   A quality IT provider will give you the tools or reports to track response and resolutions time for ALL your IT issues.\n3.\tYour IT Support Provider Dodges Responsibility\nDoes it always seem to be someone else\u2019s fault when something goes wrong with your technology?  Finger-pointing is common reason companies get fed up with their IT support provider.  While it could be an internal resource, vendor, or technology, it could also be your provider.  So, ask yourself:\n\u2022\tAre they problem solvers or finger pointers?  In other words, do they provide a path to resolution or are they content to leave you hanging or put you in the middle?\n\u2022\tDo they try to resolve it themselves or tell you who to call?  A good IT support provider will contact the vendor, manufacturer, or other parties to resolve the issues and only get you involved if they are not cooperating.\n\u2022\tIs this a constant issue or an isolated issue?  Ongoing issues are something to be concerned about.\n\n4.\tYour IT Support Provider is Not Protecting You from Cyber Attacks\nWhen a cyberattack happens, you first look at your IT support provider.  Your IT support provider should not only advise and offer you cybersecurity but should also provide 24\/7 monitoring and onsite preventive maintenance.  All of which can prevent and stop the most common cybersecurity threats.  (Click here to find out what your IT support provider is responsible for and what they are not.)  On the other hand, a GREAT IT support provider will offer advanced cybersecurity products to protect you from a range of threats.\n5.\tYour IT Support Provider Cannot Help You Align Your IT Goals to Your Business Goals\nIt\u2019s a digital world, and every year small- and medium-sized businesses find new ways to use technology to improve service, speed up operations, offer new products, or generally become more competitive in their marketplace.  A good IT support provider can meet with your business executives to help align their IT initiatives with their business goals. \n6.\tYour IT Support Provider Clashes with Your Internal IT Resources\nYour internal IT department mustn\u2019t have a reason to feel threatened by your outsourced IT group.  And the prevention of a threatening environment starts with a clear separation of responsibilities.  All too often, the outsourcing packages overlap with the internal IT department\u2019s responsibilities.  When that happens, LOOK OUT because you are in jeopardy of both sides finger-pointing at each other.  This not only holds up productivity but also creates a toxic workplace.  Instead, find a company that can design a program around your internal IT strengths so that everyone knows their exact responsibilities and can hold each other accountable.\n7.\tYour IT Support Provider is More Reactive Than Proactive\nReactive IT support is a HUGE red flag!  A reactive company is typically on the lower level of the IT maturity scale, which means you will have unpredictable costs, , and at worse, failure to meet your client demands. If you have one of these companies, it is time to run!\n8.\tYou Can No Longer Trust Your IT Support Provider\nWhen you give administration access to a company or employee, you are giving them full access to your emails, finances, HR records, intellectual property, client list, and more.  While an IT company doesn\u2019t have a vested interest in your data, people are people, and some are not trustworthy.  That\u2019s why you should always get references and ensure your IT provider runs background checks on anyone that has access to your data.\nWatch out if your IT support provider knows details about your business that they otherwise shouldn\u2019t. We often see this with IT support companies on the lower level of the IT maturity scale because they are desperate and can\u2019t afford to lose a client.  But in some cases, we have caught larger IT support company\u2019s flagging emails with specific keywords like IT support or competitor names.  \n9.\tYour IT Provider Traps You into Long-term Contracts\nIn my 21-years in this business, I have noticed that IT support companies who lock you into long-term contracts will typically slack on performance when the contract is not up for renewal.  However, a company that is confident in their abilities will always provide an easy \u201cout\u201d if the client wants to leave.  Not just for non-performance, but for anything.\n10.\tYour IT Provider Has Massive Turnover\nMassive turnover is the ultimate tell-all sign your IT support company has significant issues.  Mainly because the company is service-oriented, and it will take a good six months to acclimate someone to their unique tools, processes, and procedures.  Currently, we see many investment companies purchase smaller IT support companies and implement changes that drive off employees.  \nSummary\nIf you are experiencing any of these issues, it is time to review your IT support contract.  Especially if your agreement is up for renewal. If you are still unsure and would like to review your situation objectively, we recommend the book IT Outsourcing Secrets \u2013 A Small Business Guide to Compare IT Support Companies.","_et_gb_content_width":"","footnotes":""},"categories":[18,48],"tags":[36,37,38,31,49,60,50,51,72,40,41,42,52,53,43,24,25,56,44,54,55],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>10 Signs It&#039;s Time to Change IT Support Providers | INSI<\/title>\n<meta name=\"description\" content=\"Is it time to change your Atlanta IT support provider? 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