The NOCout Report 005: Switching IT Providers

Are you searching for a new IT services provider? Here are a few tips from NOC Technology’s CEO Jon Lober to help you evaluate potential managed service providers (MSPs). 

1. Response Times: Before you evaluate the actual time that it takes for an MSP to address your IT dilemma, clarify what “response” means to them. Is it an automated message or an actual human technician working on your specific problem? As a point of comparison, NOC’s technician response time is 15 seconds for phone calls and 20-60 minutes for an email. 
2. Escalation: In the IT industry, “escalation” refers to the process of passing an unusually tricky issue from a baseline technician to a specialized engineer. Ask potential providers how many levels of technicians your request will need to pass through before reaching an expert engineer. More levels between first contact and an expert typically correlate to more time needed to solve your problem. 
3. Services: Ask a potential MSP how comprehensive their services are. Do they only specialize in one or two areas of IT, or can they offer you an integrated solution for helpdesk, internet, software, phone, cybersecurity, cloud, and more? Ideally, your MSP will be able to provide a wide range of services so that they can efficiently address any issues that arise. Just make sure that you are confident of their abilities before placing all of your tech eggs in one basket. 
4. KPIs (Key Performance Indicators): Do not just rely on a list of their current indicators, but ask to see a potential provider’s historical metrics, as well as their progress over time. Their trendlines should give you an idea of how serious they are about their work and their commitment to excellence. 
5. Price Increases: This is another area where the company’s historical practices are as important as their current ones. How often does the MSP raise their prices, and by how much? As a point of reference, NOC Technology is proud to report that we have only raised our prices twice in the past 15 years. 

We want to make sure that you find an IT provider that you know, like, and trust. If you have more questions about what a quality MSP looks and acts like, you can reach out to us here.