The Importance of IT Support

A provider of channel network and IT support contracts recently conducted a survey on IT support services within the industry.

Survey Illustrates the Importance of IT Support

Aimed at resellers, systems integrators and business partners, the survey asked questions on key aspects of IT support services such as the technology areas, product brands and the influencing factors involved when promoting contracting.

Outsourced IT Support

Only 6% of resellers said that they were using a third party provider but when asked how important it is to provide support services from 1-10 (ten being the highest) 78% rated services at 9+. This indicates the increasing importance of IT support services within the channel and the benefits that resellers are experiencing from offering them.

IT Support - Guaranteed Fix

The results also showed that providing a guaranteed fix is the main factor when securing a support contract – with 46% of the votes. 29% said a shorter Service Level Agreement was an important element and 25% touched on lower cost. With cost being a lower priority, it was evident that service delivery, reduced downtime and a quick response is what organisations were looking for. Reputation and proven service delivery is extremely important when signing an IT support contract.

<< Back to IT Support Articles Index