Time for a change

Changing IT service providers can be daunting, stressful and something that you probably don’t want to think about for those exact reasons! Ensuring all your IT requirements are taken care of by the right organisation is a very important decision to make and here at HD-IT, we understand that. We work alongside our clients, as an extension to their organisation.

The most common reasons why companies change their IT provider

1. We don’t want to sign a long-term agreement.

“Our existing IT services contract is up for renewal, but the vendor wants to tie us into another 12 month agreement. The service hasn’t been great recently, so we’re a bit reluctant to sign up for another year”. 

You don’t have to…
We retain long-term working relationships with our clients, but we don’t tie any of them into 12-month service contracts. The first 3 months of service is subject to a one-month termination period, with a 3-month rolling notice period applied thereafter.

 

2. We’re fed up with poor customer service.

“Our existing IT company used to be great, but recently their service levels have been dreadful! They keep missing their SLA, they never return our calls and we are bored with having to chase them to fix our IT problems!”

It’s all about resources.
Service level shortfalls can occur when a help desk team is overworked, understaffed, or both! It’s also possible that the engineer/s that had the most knowledge about your network have left the company. We don’t cut corners when it comes to recruiting good people in the numbers required to exceed our client’s expectations.

 

3. Our current IT provider never calls us back!

“At the moment we’re using an independent IT person. They never answer their mobile and when they do, they are usually too busy to help us”.

We provide instant support.
There are many good freelance IT support engineers, but most of the good ones are too busy to provide a fast reactive support service, whether it be onsite, or remotely! Our service desk team provides instant troubleshooting support. If we cannot fix the issue straight away then it is immediately escalated to our in-house 2nd and 3rd line support engineers.

 

4. Our IT company lacks Apple Mac knowledge.

“Our existing IT company does a great job supporting our Windows PCs, but they really struggle with Mac problems”.

No matter what Operating system or device!
We employ help desk and Field support engineers that are proficient in supporting Mac users and troubleshooting Apple technologies on a daily basis, from iPhones to iMacs. In fact, a large number of our existing clients use Windows and Mac technologies in a cross-platform environment.

 

5. We can’t get 24/7 IT Support.

“Our existing IT company doesn’t provide support outside traditional business operating hours”. 

Our engineers never sleep.
Well, sort of… Our UK-based team provides telephone and remote IT support 24 hours a day, 7 days a week. This additional service is used by clients that work outside of standard business operating hours, or have staff working from global satellite offices that operate in different time zones.

 

6. Too much small print , not enough support.

“We’re constantly being told that numerous software applications and devices are ‘not covered in our support contract’. I’ve checked the small print and it’s full of exclusions!”

We’ve banned the small print.
Our service desk team will endeavor to assist you with ANY IT related problems, including issues with common 3rd party applications and managing warranty cases with 3rd party manufacturers. As a small business, we also hate small print, which is why you won’t find any in our IT support services agreement!

 

Its not our first time!

Remember, fear of change and misplaced loyalty will only cause you more pain in the long-term.  Don’t be afraid to make the change, let us take the stress out of changing your IT supplier by fully managing the entire service transition process, leaving you to focus on other important business activities.

Please feel free to call us on 0800 195 9874 or email support@hd-it.co if you would like any advice on your current IT support. We’re always happy to help!