Key Questions to Ask if You Want the Best Tech Support for Your Business

  • Technical-Support (1)
    Key Questions to Ask if You Want the Best Tech Support for Your Business
    • November 5 2021

    Last Updated on November 5, 2021 by

    IT support services is essential for any kind business, no matter how big or small it is. It is crucial to not only maintain systems but excel through updates/upgrades that can guarantee the optimum level of operations for your business. What to look for in the best tech support for your business? Learn the key factors to consider before choosing a colocation provider.

    Support & Services

    Installation

    Does the provider offer planning, implementation, and ongoing operational support?
    Data center providers should include management services for your implementation. It is important that all parties understand the desired approach – from design to installation. Everyone needs to be on the same page with the project’s expectations and execution. Your data center provider should manage the process to ensure your colocation deployment goes smoothly.

    Remote Hands / Support

    Does the provider offer colocation support?
    On-site support availability means quick response to emergency re-boots or other issues, particularly if staff is not located near the facility or cannot get to the facility. This can also help prevent minor incidents from turning into larger issues. It is also important to evaluate the providers SLA guarantees on support requests. These should be directly related to response time for support requests. Slas should be very fast (one hour) for in-facility support, as issues arising at this level will undoubtedly require immediate assistance and resolution. Does the data center provide acknowledgement of your order to give you peace of mind they have received and have started to work on it? Data center support technicians should be available to you at any time onsite, by phone, email, or web-based support portal in the event of a problem.

    Maintenance

    Does the colocation facility have annual contracts for maintenance to be performed quarterly for power backup, generators, and hvac that complies with the ssae certification process?
    Colocation facilities should be performing routine checkups on their generators, power supply, and other critical infrastructures. Your colocation provider should be able to provide you with their SSAE 16 or SSAE 18 (SOC 1) report that ensures that during any emergencies all systems are properly functioning, and backup power systems are fueled and connected.

    Customers

    How likely are their customers to refer their services to another colleague?
    Does the colocation provider survey their customer annually to service assess any issues and continuously improve? What is their Net Promoter Score? You want to ensure your business is being taken care of with the best services and that the colocation provider is constantly looking to improve their services and support.

    Service Level Agreement (SLA)

    Does the provider offer 100% uptime availability for various data center specifications?
    A data center’s Service Level Agreement (SLA) sets the guidelines that determine the provider’s responsibility in the event of an outage that causes downtime for your colocation environment or other environmental factors such as data center cooling and security. The SLA should explicitly state the guarantees the data center will abide by in providing you colocation services. It is critical to understand and evaluate which areas of your infrastructure are your provider’s responsibility as opposed to your responsibility.  

    Make sure to check out part 1 and 2 — and get notified when the next blog in this series is available, simply by signing up for our blog or by following us on LinkedIn. Click here to download our Ultimate Colocation Buyers Guide.

    Is your business ready for colocation?

    If you would like ColoHouse to help you assess your IT infrastructure or receive a free consultation from our team of experts, please email us at sales@colohouse.com

 
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