Grade Your Current IT Support
1. Is your computer support provider Microsoft Certified? Yes No 2. Do they have a dedicated employee in the office taking customer calls and coordinating service for them? Yes No 3. Do they have more than one IT Professional? Yes No 4.Do they implement a formal policies and procedures guideline to ensure customer support does not fall through the cracks? Yes No 5. Do they offer a prescheduled or monthly fixed rate maintenance program? Yes No 6. Do they have a maintenance checklist that you are sent for review? Yes No 7. Do they have a Helpdesk system that you can submit requests to and track progress? Yes No 8. Do they provide you with simple and useful documentation you can use to measure their service after each visit? Yes No 9. Does it often appear like they are learning on your time? Yes No 10. Do they talk about your network in a way that you understand? Yes No 11. Are they friendly and courteous to your employees? Yes No 12. Do they arrive on time? Yes No 13. Do they have customer service policies in place to ensure your satisfaction? Yes No 14. Do they provide proactive consultation to help you achieve your business goals or are they mostly "break-fix?" Proactive Consultation Mostly "Break-Fix" 15. Do they have management oversight? Do you know who they are accountable to? Yes No 16. What happens when your support person gets sick or goes on vacation? We wait for them to get back They have multiple IT Professionals to take their place who are familiar with our environment 17. Are all of their support professional’s actual employees of the company? Yes No 18. How is your critical network and support info stored? Online database Paper Trail None 19. Do they provide you with a comprehensive plan including a budget based on your business goals? Yes No 20. Do they respond to your emergency computer issues within 3-4 hours or less? Yes No 21. Are they on time for non-emergency support? Yes No 22. When they visit your office do they check in and out with you to review tasks assigned and completed? Yes No 23. How would you rank their follow-up skills: Excellent Good Average Poor Terrible
