Not all Managed Service Providers (MSPs) are the same, and understanding how they handle support is crucial for finding one that meets your organization's needs.
In our ongoing series on the 6 Questions to Ask When Researching an IT Provider, we've previously covered important inquiries such as their experience in your industry, response times, covered services, and the transition process from your current IT company. Today, we explore the fifth question:
Question 5: How Does Your Support Ticket Process Work?
Here are some key points to consider:
- Opening a Ticket: The process of opening a support ticket should be straightforward. Ask your potential MSP partner about their ticketing system. Is it user-friendly? Can you open a ticket through an online portal or over the phone?
- Ticket Prioritization: With potentially many clients, your MSP's support team may be juggling numerous issues. How do they prioritize tickets? Understanding their system for categorizing and addressing critical issues can give you confidence that your needs will be met promptly.
- Ticket Resolution: How does the MSP notify you when a ticket is resolved? What if you're not satisfied with the resolution? Can you easily reopen a ticket or are you required to create a new one?
At PCS, our support ticket process is designed to be user-friendly and efficient. Our clients can open tickets via our 24/7 LiveLine service or through email. Our dedicated technicians keep clients updated on ticket progress and work diligently to resolve issues promptly.
If you have any questions about our ticket process or other services, please don't hesitate to contact us.
Frustrated by IT issues slowing down your business? PCS can help! With over 20 years of experience, they're the trusted IT partner you can rely on, regardless of your industry. Our exceptional IT support and managed services free you to focus on what truly matters - growing your business. Get expert advice today and see how PCS can transform your IT.
