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The Las Vegas IT support company that you choose to support your business will have a significant impact on your company’s productivity, efficiency, functionality and profits. Without a reliable IT system, many companies struggle to keep up with the demands of their customers. Competing with other companies also becomes very difficult in the absence of an IT staff.

That’s why you need an IT support company. Instead of hiring in-house, you can hire an outside expert who can work for you as much or as little as you need. However, finding the right IT support company can be a challenge. Asking the right questions can help you identify a company that will meet your needs. Here’s what you need to ask.

How does your ticket system function?

As you reach out to contact various Las Vegas IT support companies, find out how each company functions. Hopefully, they have a ticketing system. Are you assigned a number? Can you submit your ticket online? Are there other ways to submit your ticket? How is it decided who is assigned to the ticket?

A good ticketing system will allow you to track the progress of your ticket so that you’ll always know what your IT support company is doing for you. A good ticketing system will also help you determine when your tickets have been resolved, and how fast your requests are resolving.

How long are your response times?

A good IT support company will track their response times and strive to keep those times low. Knowing the various response times of each company you contact makes it easy to compare one company to another. Guaranteed response times are a bonus, but don’t be dazzled by the company with the fastest guarantee. It takes skill, competence and a well-trained staff to meet your company’s IT needs. Quick response time is only as good as the IT staff that responds.

Who will be my contact?

It’s best to have a consistent contact at the company, either with a regular person or a cohesive group of people. Without consistent contact, you could find yourself struggling to get a hold of your IT support company, or explaining problems again and again while you wait for one person to address your questions. You’ll also find that it’s easier to develop a functional professional relationship with a company that puts you in contact with one person consistently.

Do you have references?

References mean something. As you narrow your choices to one or two companies, contact their references. Ask each reference the same questions:

  • How long have you been with this company?
  • Why did you choose this company?
  • Are you satisfied with the service you receive from this company?
  • What would you change about this company, if you could?
  • Would you recommend this IT support company?

Contacting references can be revealing, and can help you sort through the various companies until you come up with one that shines above the others.

How large is your company?

It’s helpful to know how many people work at the specific IT support company you’re thinking about hiring. The size of the business may tell you a lot about the resources the firm has and the type of customer service you can expect to get from that company. If the company is very small, it may be growing. Ask how growth would impact the company’s customer service, and whether or not growth is expected shortly.

What kind of IT problems does your company support?

Some small businesses struggle with IT questions more than IT problems. If you need an IT support company that can answer software questions rather than resolve IT issues, make sure the company that you’re talking to will answer those questions. Some Las Vegas IT support companies only address technical problems, and you won’t want to hire a company only to find out that they can’t offer the support you need.

What are your payment terms?

Before signing on the dotted line, find out how much money you’ll be paying per month and how that money will be paid. Ask about the company’s fee structure. Some companies charge a base rate for certain services, and then add more money to the base price as additional services are used.

Most important is to spend a lot of time talking to each company before making your final decision. Talking to each company makes it easier to compare them. This way, when you make your final decision, you know it will be the right one for your company.

For more information about choosing a Las Vegas IT support company, contact Network Heroes. We’re happy to answer your questions and talk to you about our services.