From Our Blog 

Remote & Onsite Support

While it can be tempting for a small or mid-sized business owner to go with the cheapest IT services available, it’s important to remember that not all IT support is created equal.

All managed IT services providers offer some form of remote support, but as you shop around for a partner, it’s in your best interest to go with one that supplies you with some level of on-site support as well.

Not only that, but you need to find out just what type of remote support your provider offers. 

Most lower-cost providers offshore their remote support capabilities, and while this is definitely more cost-effective for them, the level of support you receive often leaves a lot to be desired.

There are generally two common issues businesses have with offshore remote support:

1. English is not the first language, which can lead to frustration and misunderstandings.

2. Offshore support centers usually work on a tiered system, meaning any issue that can’t be resolved quickly needs to be escalated further and further up the chain.

Since remote support is ideally supposed to offer a more efficient way to address hardware and software issues, having to navigate language issues and continually describe your problem over and over again as your ticket gets escalated isn’t exactly ideal.

It also ends up being less cost-effective in the long run. Time is money, as they say, and the more time you have to spend on the phone or in a chat with support, the less time you’re able to spend focused on being productive.

But there can also be issues with an IT provider that offers remote support stateside. 

Here in the Pacific Northwest, for example, many providers outsource their support to other areas within the state — or other states altogether — where the cost of living is cheaper.

There’s nothing inherently wrong with this model. Every business owner would rather save money than spend it, after all. But when the remote support you call or chat with doesn’t really understand your business and its unique needs, it can make untangling issues more complex and time-consuming.