Why IT Support Response Times Are More Important Than You Realize

Why IT Support Response Times Are More Important Than You Realize

Sometimes, disaster strikes in the form of a plain-old power outage -- like the one that hit nearly 8,000 people in downtown Grand Rapids last October. When this happens, your network goes down and you can’t respond to urgent client requests, or access the files you need for the big meeting tomorrow, or do anything else critical to your operations.

Even with an on-call IT provider, something like a blown transformer could leave you feeling helpless. With lightning-fast support, however, you'll never be powerless again.

Where is your IT Support Coming From?

With managed IT services, help is never more than a short phone call or email away. You don’t have to worry about a technician calling in sick or taking the day off. There’s no thumbing through the phone book looking for a provider who can fit you in later this week. Instead, your systems are monitored 24 hours a day, 7 days a week, 365 days a year. And best of all, you're guaranteed to receive support within a reasonable time frame.

This may seem like overkill for mom-and-pop shop owners and other small businesses, but in today's marketplace it's a minimum for anyone that wants to be competitive. Minutes of downtime can have a domino effect that leads to hours of lost productivity, revenue, and more.

How fast is your current IT support response time? The answer may be more important than you realize.

The Cost of Downtime

According to Small Business Trends, the true cost of downtime is staggering: $1.55 million per year on average, which is lost due to IT outages. If you don't feel as though your business fits into the "average" definition, the report also claims that at least 50% of an unsupported computer's total cost of ownership will come from downtime.

So, if your support times were cut in half, you'd be looking at a 25% reduction in all IT hardware expenses. How does that sound?

Why Break-And-Fix Providers Can’t Cut It

A break-and-fix provider isn’t a reliable solution for ensuring business continuity. These are repair shops that sit on their hands until something goes wrong. You call them, they come out and fix isolated issues, and then they head back to the shop. They are a reactionary solution rather than a proactive one.

Break-and-fix providers rely on a problem being present before action is taken. This is the “thumb through the phone book” approach. Looking for service when a problem has already occurred leads to longer wait times and more productivity losses.

Managed IT services providers actively monitor your network for warning signs and troubling trends. In many cases, problems may be identified, isolated, and resolved before you’re even aware of it. This leads to a decrease in downtime and less lost productivity, and are key benefits of managed IT services.

In fact, response times are so integral to the MSP service model that most providers guarantee their clients support within minutes. Even with a mid-sized in-house IT team, that's difficult to replicate.

Managed services succeed because they're a win-win for both providers and their clients. With a focus on proactive and quick-turnaround support, MSPs can reduce the number of support requests you make, and you get more reliable systems that are also protected during unusual spikes in demand.

Ready To Save Time and Money?

If you’re a small or mid-size business in the Detroit or Grand Rapids area and are looking to get the best out of your tech support, look no further than GRIT Technologies. We have been providing managed IT services and IT support to our clients for over ten years, and we’re backed by more than two decades of experience.

If you’re looking to lower your downtime and boost the productivity potential of your business, contact us today for a consultation or download our FREE Ebook to learn how outsourcing your IT needs with GRIT Technologies can maximize your business’s productivity.


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