Most business owners understand the value of network support, but many are uncertain how to appraise available service options. The questions below will help you evaluate potential service providers to ensure you optimize your system's efficiency while keeping your TCO as low as possible.
What is covered under a service contract?
The answer to this question depends on the service solution you select. For example, a local consultant is less likely to cover part costs than an equipment manufacturer. To evaluate the value of the solution you select, review your contract for the following information:
- Coverage of parts and labor costs
- Details of covered services
- Commitment to speed of response
- Penalties for late response
- Procedures outlining contacts in the event that a problem can not be solved immediately
- Guarantees for network uptime and other proactive support steps
- Availability of loan equipment if major repair is necessary
How quickly should I expect service providers to respond to my calls?
A guaranteed speed of response may be outlined specifically in a third-party service contract. You may need to ask local consultants and personal troubleshooters such as friends and family how quickly they can respond to an emergency. Their answer should be figured into the downtime estimates in your TCO evaluation.
Some third-party service providers will allow you to select the speed of response you desire and will price your contract according to your selection. If you rely heavily on your network to run your business, you may want to pay for immediate call response. You may also want your provider to agree to penalties if service is not delivered within this time frame. If your business can function in the short term if your network goes down, you may want to obtain a lower price for your contract with a longer lead time for service calls.
How can I tell how responsive a third-party provider will be?
Make an effort to test a potential provider's service before you sign on the dotted line. If you know the company's toll-free service number, dial it to find out how long it takes to answer your call. Be aware, however, that some call centers may be able to determine whether or not you are a customer and will respond to your call accordingly. (These organizations justifiably treat customer calls as a priority.) You may also want to speak with business owners who contract with the organization or person you are considering hiring to ask them about service experiences.
How important are remote diagnostics?
The ability to maintain, troubleshoot, and even repair a system remotely can lower your TCO by helping you get back to work quickly and by reducing the number of technician visits your business requires. How important remote analysis is to you will depend on the size of your business, as well as your network reliance.
If your provider offers remote diagnostics, you may want to request a security agreement. The contents should state that the provider will not violate the privacy of any data on your system or do anything to maliciously cause harm to your network. You may also want to ask the contractor to set up directory rights, password restrictions, access logs, and other security measures, so you know exactly when and where the service company has been on your system.
Do I need to purchase a contract that covers all my equipment?
Take a moment to analyze which parts of your network need ongoing support. Some equipment or services don't require ongoing service contracts. For example, do you need to pay for extended service for each workstation, or just for routers, servers, and other network-critical components? Do you need a service contract that covers all software, or just operating system and network software? A careful analysis will keep you from paying more for support than you need.