The key to buying the right amount of network support is anticipating the level of expertise your system requires and the cost of not having the right solution in place. A range of network service options is available. Use the descriptions below to help you analyze which solutions you should consider for your business.
Equipment Manufacturer
When you purchase equipment from a manufacturer, you may have the option of buying a service contract for an additional fee. The primary advantage to purchasing a manufacturer's service agreement is the expertise your money buys. Hardware and software producers know their products better than anyone else, which often means they can design, install, and troubleshoot your system more efficiently than other service providers. This may result in reduced installation expenses and less network downtime in the event of a system problem. In addition, manufacturers are the experts when it comes to equipment configuration-a task many IT professionals find challenging. A service contract that provides for manufacturer configuration increases the likelihood of fast and proper set up the first time.
If you have an on-staff dedicated IT person who is overextended or lacks network support experience, manufacturer maintenance contracts may make sense for your business. Qualified network technicians are harder to find than PC technicians, so many small and medium-sized businesses opt to supplement their IT staff skills with manufacturer service contracts. These agreements offer assistance in areas that are not strong points for these staff members and help companies quickly identify sources of system problems.
Manufacturer agreements may also offer onsite support. This feature provides for network installation, configuration, and maintenance by manufacturer-trained system experts. This option may also be supplemented by remote configuration and maintenance.
Since most business networks are made up of equipment from a variety of vendors, one of the challenges presented by the manufacturer service solution is determining which producer is responsible for handling specific problems. With IT personnel in place, the problem source may be easily identified, but a company without technical resources may find itself bounced between manufacturers before the network culprit is diagnosed.
Equipment Reseller
Many companies turn to value-added resellers (or VARs) for network design, installation, and maintenance. This network service option is especially attractive to smaller organizations that may not employ full-time IT personnel. Instead, these businesses opt to have a VAR manage all IT responsibilities from initial system design to setting up computers for new hires. Signing an agreement with a VAR establishes a one-stop shop for equipment, installation, configuration, and system management needs. In addition, by maintaining a contract with a reseller, a business ensures that its network expansions and repairs will be handled by an organization familiar with the system's design.
As with any network support group, it is important to investigate how technically savvy a reseller is. While the supplier may excel at developing and implementing networks, you also need to check the quality of its service department. Find out how many trained technicians it employs. In addition, many manufacturers have established certified training programs to help you identify VARs who are qualified to service its equipment. It's worthwhile to look for certified VARs, because they often have direct manufacturer channels for obtaining parts, accessories, and equipment information.
One potential disadvantage to working with a VAR is that the relationship tends to bind you to one vendor for equipment and supplies. This can make it difficult to take advantage of other companies' competitive pricing. In addition, if you have full-time IT personnel on staff, contracting with a VAR may leave you paying for more service coverage than you need.
Independent Service Company
Independent service companies are similar to VARs, but focus specifically on network service contracts; they often do not represent a manufacturer's product line. Many offer a family of support options, including network design, installation, configuration, documentation (the registering of warranty and license information), disaster recovery, security management, routine maintenance, and network analysis--a system "physical" that ensures your network is maximizing its power.
Independent service firms often can administer a portion of your network or the entire system. If you have in-house expertise for some of your equipment, but need assistance managing unfamiliar components, signing a service contract for part of your network may interest you. If your network is a patchwork of products from multiple manufacturers and you don't have inside IT help, purchasing one contract that covers your entire network may streamline your system management. If electing this option, it is worthwhile to verify that the independent firm is experienced with the brands within your network. Otherwise, you might find yourself facing extra labor charges to pay for their lack of familiarity.
Many independent firms are set up for remote system management. This may allow for remote configuration and after-hours network updates. Remote diagnostics can reduce your network management costs because remote maintenance requires less staff member time, is often faster, and can be accomplished with fewer onsite visits from technicians.
One potential pitfall of working with a service firm is the level of expertise it offers. It may be wise to check technician credentials for manufacturer certification. Just because the firm's employees are familiar with your equipment does not mean they can troubleshoot major problems successfully.
ISPs
Many Internet service providers (ISPs) offer additional services to complement their Web access and site hosting packages. Those who offer service options tend to focus on network components that connect clients externally to an extranet and the Internet. For example, your ISP may lease or sell network equipment, configure routers, troubleshoot connections, and install and maintain virtual private networks. It may also offer these services in packages, or as individual support options.
The external aspects of network management are often complicated, so many organizations value the specialized support ISPs offer in this area. Issues such as firewall installation, security management, and remote access may be handled more quickly and effectively by ISP personnel than a company's internal resources.
ISPs tend to work remotely and some add significant charges for onsite visits. If you need assistance with internal day-to-day networking challenges, signing an agreement with an ISP may not be cost effective or thorough enough. On the other hand, an ISP contract may complement additional network management arrangements, especially if one of your staff members effectively manages in-house needs.
Local Contractors
Local contractors are individuals who lease out their time to several companies on an as-needed basis. Some request a retainer relationship; others prefer to be paid hourly. For many small companies, hiring a local contractor as a network consultant can remove the need for a full-time IT staff member.
The advantage of working with a local contractor is the savings you'll see by paying for system support only when you need it. Qualified local contractors can be difficult to find, however, because demand often exceeds supply. Many are familiar with PC troubleshooting, but find it more difficult to work with problems such as configuration. The challenge when pursuing this option is to find someone who can fix your problems within a reasonable amount of time. Those with the expertise to do so may charge more than $100 per hour for their services. Those with a lower fee may take longer to fix breakdowns, which can affect the amount of lost productivity your business must bear.
If you decide to work with a local consultant, it may be worthwhile to have a staff member follow the consultant's work closely. While this may raise your total investment in this option, it will ensure you stay up to date with your system's status if your consultant leaves for a position with another client or company.
Informal Maintenance
For small networks, relying on your own technical knowledge or the knowledge of someone close to you may be enough to get your system up and running and keep it operating smoothly. When trying to determine if this makes the most sense for your TCO, factor in the hourly value of your time, the cost of tackling repair problems that are outside of your expertise, and the cost of recourse if something goes wrong. A third-party maintenance provider may be liable for damage to your network; a friend may be hard to hold responsible. If these costs appear to be less than the cost of a third-party contract, you may want to consider this option.
Today's tools designed for self-management of technology are better than ever, although many still require that the troubleshooter have a basic understanding of technology. Be aware that many of these tools are designed to run with a specific vendor's system and may not always be effective in multivendor fleets.