Shhh, don't tell anyone we told you!
The Pay-By-The-Hour Computer Company
In the IT Industry, we call this the 'break-fix' practice. That's because this type of company bases the majority of their income on the fact that your technology will eventually and often break, and then you will pay them to fix it...and not as quickly as possible. They usually tend to take their time and make sure they can get as many billable hours in as possible. Let,s face it, why would they hurry when they thrive on what you are paying them by the hour. These companies sometimes will charge a "discounted" support rate, or perhaps offer a discount with blocks of prepaid time. Their technicians come to your office to solve only a specific computer issue that you had to bring to their attention. It is a pretty standard practice for the technician to manage their own time to an extent, and they are responsible for producing their own billing and that is reflected in their pay. In a situation like this, the tech wants to take his or her time to complete the task or just hurry up and move on to the next client to rack up enough billable hours to make their boss happy. This leaves them in a position where they simply don't have the time to resolve other issues or maintain systems to minimize downtime and ensure that your entire infrastructure is running smoothly. Have you ever had this guy want to do a test restore of your server? There's also no reason to show anyone in your organization how to resolve even a simple problem because that means one less billable call in the future. Plus, answering questions and checking into other issues might cut into the other billable visits that tech has that day. This method works well enough for residential users with computer troubles, but let's be serious, you are trying to run a business and need professionals.
In the end, you end up paying for the technician to come out and do the bare minimum or doing a bunch of extra unnecessary work just to rack up billable hours.
The "Preventative" Maintenance Computer Company
Some tech support companies might offer to do (or at least lead you to believe they do) regular preventative maintenance when visiting their clients, or they schedule out these visits out regularly on specific dates and times. This is so the technician can fill up their day with as many on-site client visits as possible. When the tech visits your office, they usually have a block of time to complete a series of proactive maintenance tasks to keep your IT running well. This sounds mostly good so far, right? Unfortunately, these guys usually don't have the flexibility to go over the allotted time, especially without getting approval to bill you. The real kicker is that if the tech finishes the tasks early, they are often instructed to just find other things to do to fill the block of time, or even worse, just move on to the next client. You'll still pay whether you get your hour or if it only takes the tech 15 minutes. Do you really want to wait for the proactive maintenance to find the issue when it could be automated without paying someone to come on site?
Tech support companies love this model because it gives them guaranteed billable hours and they take no risk because if you need more help, they simply bill you by the hour. They win every time because they schedule out as many billiable hours as possible and make sure the techs are booked. This means you get no personalized service and your company takes all of the risk.
Then, there's OUR way, with NetworkGuardian!
At ES Consulting we do things differently and we call it NetworkGuardian Managed Services. Stop paying unpredictable and high hourly rates for someone to learn at your expense or take their time on your bill. Don't settle for the guy that has no time for you because of quotas and time slots. Get proactive in handling your technology, giving everyone in your company the support they need, when they need it, without the huge and unpredictable costs. NetworkGuardian is designed to give you and your entire organization peace of mind when it comes to your IT. We take the best aspects of hourly support and the best aspects of preventative maintenance, add a live help desk that anyone in your company can call anytime without an extra fee, and bundle it all together into an easy to budget flat rate. As your business partner, you can consider us your IT department watching over your network and assisting your staff. To keep our costs low and our clients happy, we've invested a lot of time and money into an infrastructure that can automatically monitor your servers and workstations, detecting problems before they cause you downtime. The other guys simply cannot afford to implement this into their business model becuase they would lose money! Since we are continuously monitoring your network, when we see issues that may arise, we jump on it and resolve them, most of the time without anyone even knowing and saving you any expensive downtime! NetworkGuardian includes remote and on site IT support, technology consulting, business technology reviews with our vCIO, training, monitoring, security patches, virus and malware remediation, and much, much more. Topping all of that off, we offer all of this 24 hours a day, 7 days a week so you can sleep soundly at night knowing your business is in good hands! Get proactive and save time, money, and stress with NetworkGuardian!