Questions For A Potential Third-Party IT Maintenance Provider

Questions For A Potential Third-Party IT Maintenance Provider

When you are searching for an IT maintenance provider, it can be overwhelming. Many vendors exist, and you want to make sure you are finding the right one for your business needs. As you are starting your search, you want to pay attention to what you are looking for in a partnership. There are some things you should ask so that you find the right partner that shares your goals.

Do you have global delivery support?

Whether your business has locations all over the globe or just domestically, you may want to look for a global partner. Your provider should have forward stocking locations to meet your demands, as well as round-the-clock support every day of the year. If your business requires multiple languages, then you can make sure this need is met. If you do have locations in different countries, then you should confirm your provider has the necessary capabilities to provide support in those regions.

What is sparing philosophy?

The provider’s sparing philosophy is essential. You want to make sure that the hardware parts are tested and are at a location close enough to meet your SLA. Be sure to ask any potential providers to explain the process in detail. Is the part tested? Do they own the piece? Using refurbished parts can save money, but you need to make sure the parts perform as required in a high-pressure environment.

What are your certifications?

Looking at the certifications, a potential IT maintenance provider has can help you weed out some options. You want to make sure that the provider is adhering to the highest security standards internally. There are a few certifications that you should be aware of, including TL9000, C-TPAT, the R2 Responsible Recycling Certification, and ISO 27001:2013.

Do you have flexible contracts?

This is important so you can make sure that the equipment you have in your IT infrastructure can be managed in one place. The IT maintenance provider should be able to accommodate multi-generation, multi-national, and multi-vendor support contracts and be able to make them accessible to you with a centralized portal. You can also ask about a detailed demonstration of the agreement as well as the ticket management system so you can make sure that the company is going to deliver the service you need.

Do you have engineering resources?

You must have access to high-level engineers who are there to help you diagnose and resolve issues immediately should the need arise. When you need help, you don’t want to be bounced around to different people and have your calls transferred many times. Your potential vendor should provide documentation that can outline the ticket flow process, from the first call to resolution. You want an IT maintenance provider who has a mission to provide consistent customer service as well as technical support all year, 24 hours a day. Not only should they have a team of engineers that are ready to help you at any time, but you also want to see how the company is vetting engineers. If the vendor doesn’t have a standardized process, then there is no guarantee of the standardizations of procedures and services, you would get each time you call.

How transparent are you?

Your potential vendor should be upfront about its protocols, processes, and other internal standardization methods. If the company isn’t willing to do this, then they may be lacking in certain areas or cut corners. Compliance is crucial, so you need to make sure your vendor isn’t hiding anything, and you don’t have anything to hide from your auditors.

What is the testing process?

The provider should be conducting a full line rating on all the equipment. You also want to make sure the provider uses ultra-protective packaging to avoid any damage during the shipping process.

Now is the perfect time to explore how third-party maintenance IT provider can help your organization. By thoroughly evaluating your provider, you can be sure to ask the right questions and make the right choice.

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