10 Questions to ask your IT Support Provider - Frontline Consultancy and Business Services Ltd
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Emma.Robinson
IT support Call centre

10 Questions to ask your IT Support Provider

Shortlisting a new IT Support Provider can be a lengthy process and there are many questions that need to be asked to ensure you find the right fit for your business.

We’ve onboarded many customers over the years and these are the most common questions asked, and our answers shared.

1. Do you offer different levels of support?
Yes, we understand that every business has different requirements for their managed services. We offer our Managed Services Bundled offering at a Standard and Premium Service.

This is to help you make the right choice about exactly what services you need at an agreed price per user that’s sustainable on a long-term basis. If the bundles still aren’t right for you, then you can discuss with your Sales Representative regarding a bespoke service offering.

2. Is your support live 24/7 x 365?
IT issues don’t just happen during business hours. Our standard service offering is available during the hours of 8am to 6pm Monday to Friday.

For our Premium Service Bundle customers we also operate 24/7 x 365 Priority 1 monitoring and remediation.

3. What are your support SLAs?
Our Support SLA’s within the Standard Bundle are between the hours of 8am to 6pm Monday to Friday. The Response and Resolution times for ticket logging are in line and competitive within the Managed Services Market.

4. How do you log a support call?
At Frontline we want to make it as easy for you as the customer, and for your users to be able to log support tickets with us. This can be done between 8am to 6pm over the phone. It can also be done 24 x 7 by email or by logging on to the Client Portal.

For users of the Managed Service bundle, your users supported devices will all have an application installed allowing them to quickly and efficiently log a support ticket along with inbuilt screenshot functionality.

5. How will my account be managed day-to-day?
All of our Managed Services customers are allocated a dedicated Account Manager and are onboarded onto our service delivery programme. Our job is to live and breathe your account, providing regular meetings and a constant point of connection, allowing you to utilise and access all of the skills and services that we provide.

6. Do you provide remote management and monitoring?
Remote Management and Monitoring is a key part of our Service. We strive to proactively analyse upcoming ‘warning’ or ‘informational’ events and act on these. This allows us to keep your hardware environment running at peak performance and allows us to limit the amount of ‘incidents’ or issues being raised by the proactive management of the estate before it encounters issues.

The application we install on the supported environment allows us to see all of this information in real-time, along with anti-virus and patching status, software compliance policies, Disk Space, Memory and CPU usage, trend analysis etc.

7. What is the escalation process for IT support issues?
We have a clearly defined escalation process that allows you as the customer to feel supported through every step. Whatever the reason, you can escalate an issue with one of the team who will then manage the ‘ticket’ through to completion – keeping you updated all the way through.

8. Do you adhere to industry accreditations?
Frontline’s specialist teams are made up of certified ethical hackers, technical networking consultants, database security specialists and operating system security experts. No matter how small or complex your IT infrastructure is, we cover all aspects including managed detection and response, certification and compliance (Cyber Essentials, ISO 9001 and ISO 27001) and artificial intelligence.

9. Which technology partners do you work with?
We ensure that our customers have access to the latest technologies and receive the highest levels of vendor support by working in partnership with leading IT providers across the industry such as Microsoft, IBM, Fortinet, Darktrace, Veeam, Zerto and many more>>> https://www.frontline-consultancy.com/partners/

10. Are your services scalable?
Yes, we strategically align with each and every customer, with an approach that looks far beyond the immediately visible requirements.

Looking for a new IT Partner? Talk to us about your current business needs and future IT goals, so we can help choose the right technology to move your business forwards.

Looking for a new IT Partner?

Talk to us about your current business needs and future IT goals, so we can help choose the right technology to move your business forwards.