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VersaTrust has been serving the Texas area since 1997 , providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses.

What To Do When Your Outsourced IT Provider Isn’t Pulling Their Weight

Businesses rely heavily on outsourced IT. A lack of responsive and reliable IT support can bring operations to a halt, cause significant and costly downtime, cost an organization its customers, and a whole host of additional disastrous consequences. You owe it to your business, and to its bottom line, to ensure you have the best IT support partner in place.

Should someone else manage your tech?

10 Benefits of Outsourced IT Services

What Are Some Indicators That Your Outsourced IT Support Is Not Performing?

If you’re reading this, chances are you probably know there is trouble in paradise between you and your IT provider. As frustrating as it may be, you’ve likely already come to the conclusion that moving from constant troubleshooting with your IT company to finding a new one is the way to go for your organization. If you are still on the fence, however, here are some clear indicators that it is time for your organization to move on and find a better outsourced IT provider.

It takes them too long to respond

When technology goes down, minutes matter. Is your IT company adhering to the turnaround times as outlined in your service level agreement? When there is a major issue, how quickly does your outsourced IT provider respond?

And how about the day-to-day inquiries – what is the average response time on those less urgent, but still important, requests? Is it routinely taking more than one day to get a response? If so, this is a red flag.

Your IT provider should be quick to acknowledge all requests, take the opportunity to seek further clarification where needed, and advise on anticipated time until a resolution will be reached.

Your cybersecurity is bare bones

Cybersecurity is not an afterthought; it is absolutely critical to protecting your organization, its people, and its customers. Questions to consider when determining whether the cybersecurity support being provided by your outsourced IT provider is up to par include:

  • Are they using basic anti-virus solutions or multilayered solutions?
  • What firewall protection measures do they have in place?
  • How are they able to detect unusual activity?
  • What is the escalation process in the event of such activity?
  • Have they recommended multifactor authentication?
  • What security are they using for their own company?
  • What kind of employee training are they recommending?

They are not keeping pace with your business growth

This is not an uncommon problem. Sometimes a growing enterprise has a supplier that, while they may have been a great fit at an earlier stage, just isn’t equipped to deal with heightened growth-driven requirements.

Business growth will be stymied if you don’t have the right suppliers with the right expertise and bandwidth to deliver at your current level. Not to mention, they should be equipped to give proper strategic business recommendations that align with this growth.

Their support is reactive, not proactive

Technology, when used right, can streamline, facilitate heightened collaboration, increase profitability through automation and provide rich data-driven insights.

Your IT company should be proactively looking for tech solutions to your business problems. If they are simply troubleshooting problems, they’re doing your organization a disservice.

A reputable provider of managed IT in Fort Worth will take the time to truly understand your business, then explain why they recommend different IT services and give you a range of options without pressure or manipulation. For your organization to truly realize the high-impact value of an MSP, they need to be more than just a repair service.

This is what proactive managed IT looks like.

The Solution to Subpar Outsourced IT Support

It is a bit of a process to switch outsourced IT support providers, but it is well worth the effort. There is the existing contractual obligation to address. There is also the matter of selecting a new outsourced IT support provider – one that will not bring the same deficiencies to the table.

We provide better outsourced IT to Fort Worth

Look for a company that is passionate about technology and their customers

You deserve best-in-class support services from a company that specializes in cybersecurity. A company that has been the leading IT outsourced provider in Fort Worth for 25 years. Contact us today to get started.

Questions To Consider When Selecting an Outsourced IT Partner

Outsourced IT, also known as managed IT services, has become the go-to business practice for a number of businesses of all shapes and sizes. And with good reason. Working with a managed IT services firm has several compelling benefits:

  • Over half of businesses use a third-party support team
  • Of these, almost 80% feel positive about their third-party partners
  • The leading reason (for 70% of survey respondents) for outsourced IT is cost savings
  • Almost one quarter of small businesses outsource to increase efficiency in their business
  • IT outsourcing spending is expected to exceed $1.3 trillion by the end of next year

While the business case for working with an outsourced IT partner is airtight, not all outsourced IT partners are created equal, and it can be challenging to know if your organization is partnering with the right one. Here we share 5 questions to keep top of mind as you embark on your outsourced IT journey.

What is outsourced IT?

IT outsourcing is the practice of outsourcing some or all of your business technology to an external third-party expert, commonly referred to as a managed services provider (MSP), IT service provider, or IT consultant. Companies use IT outsourcing to reduce labor and business costs, fill service gaps, improve operational efficiencies, and to allow them to focus on the core aspects of their company. When used correctly, outsourcing is an effective cost-cutting strategy and can even give a company a competitive advantage.

5 Questions you should ask an outsourced IT provider

1. Can you choose what is included in your managed IT services agreement?

A: It depends on the provider. The standard managed services package should include things like help desk, basic maintenance, system updates, 24/7 monitoring, and remote IT support, but a wide range of additional services can be added as needed.

2. What additional support services should we outsource to an IT partner?

A: One of the primary reasons why companies move to an outsourced managed IT model is the need for more technical and cybersecurity expertise. With more need for cloud-based services and business communications systems like voice over IP (VoIP), it’s important to consider a company that has expertise in these areas as well.

3. What are some of the cybersecurity educational credentials that an MSP should have in order to ensure they are best qualified and up to speed?

A: Vulnerabilities and cyberthreats evolve quickly. It’s critical to have an IT provider with staff that has the right credentials. The Certified Information Systems Security Professional (CISSP) designation is widely considered as the gold standard of designations in the cybersecurity world. Other leading credentials include the Certified Information Security Manager (CISM) designation, Certified Information Systems Auditor (CISA), and CompTIA Security +. If your provider claims to provide cybersecurity services, you should expect they have employees with these credentials on staff.

4. What are some of the cloud solution factors to consider when working with an outsourced IT company?

A: There is no one-size-fits-all cloud solution. IT providers who make the assertion that there is likely do not have the cloud expertise to provide adequate service. Instead, an IT provider with cloud expertise will ask you about:

· Applications you use

· Bandwidth requirements

· Accessibility and security

· Business continuity and disaster recovery needs

5. What if my organization is unhappy with their current outsourced IT provider?

A: This happens. Sometimes there is a misalignment in expectations or the customer service level isn’t on par with what you need. Or perhaps you simply feel they don’t understand your business and are not the right MSP to support your longer-term organizational growth plans. If it’s time for a new outsourced IT provider, book a no-obligation review of your business systems.

Above all, your IT company should be a business partner in helping your organization achieve its goals. VersaTrust has been serving Texas-based businesses for over 25 years as a true IT partner. Contact us to learn more about the true value that the right outsourced IT partner can bring to your organization.