Computer Repair and Support, Things to Ask

Computer Repair and Support

If you are looking for someone for computer repair or support for your company, but you are too small to afford a full time IT staff (even one person), you’ll find yourself looking around for someone who will come in from time to time or as needed in order to keep things running smoothly for you. While we here at PNG Support are more than happy to help you out, even if you don’t choose us we’d like to help you by providing some things to consider when you are hunting for your Technical Advocate.

Consider Your Needs

First things first… what exactly do you need support for? For most small companies, it will amount to a handful of computers and maybe a server, some peripherals, some software, mostly standard stuff. There may, however, be some non-standard things. Do you have some customer software? Perhaps some legacy hardware? Make sure whomever you are considering is willing to handle any odd items that you are particularly in need of help with. Perhaps it’s not so much that you have a particular identifiable need so much as wanting the option to have a resource to lean on who you can direct to “go do this” and who will then take up your banner and get things done on your behalf. We call this “Technical Advocacy”, advocating on your behalf and dealing with other technical vendors for you, leaving you to focus on growing your own business. Some providers just want to be called for support on specific items and don’t or can’t handle dealing with things that are beyond that scope. Make sure you know which you are dealing with.

What about support availability? Naturally, you expect your support provider to be available during normal business hours, but will they be there for you when your internet provider shuts you off accidentally and it happens to be Friday evening just before a big sales event? While PNG Support would, I can’t speak for others and it’s something you need to know. When Hurricane Ike hit the Gulf Coast in 2008, it caused a considerable amount of damage. We worked extended hours with our clients before the storm arrived in order to secure data, provide remote work capabilities for employees that evacuated, maintain as much uptime as possible for their servers and afterward, helped those who had been hit to recover data and services as quickly as possible. Make sure whomever you are considering has the same dedication and focus on your needs.

In Person or Over the Phone?

Do you want site visits to be part of your contract? Just as do many support providers, we provide remote assistance for customers who contact us with a problem. Unlike some, we also provide on site service if the problem requires it. If you wish, we can also set up scheduled visits in order to perform whatever on site maintenance you want and also to “make the rounds”, checking up on your workstations and getting in touch with employees or office managers to make sure no problems have cropped up or to address them if they have.

Do you have or foresee having additional needs? Even if you don’t, it could still happen. Your phone system might end up needing replacement. You might end up requiring some specialized software development. Maybe you will want to upgrade to a larger network or grow to add more users and workstations. You’re going to need a support company which can grow with you. PNG Support provides a number of services and will work to either provide you the service ourselves or help you to find the best option available.

Once you know for sure the company you are considering will provide computer support for the things you need help with, will be there when and how you need them, and can grow with you, you should then consider price. Why consider price last? Because no matter how inexpensive the contract is, if you aren’t getting what you need, you won’t be satisfied with what you’re getting. Of course, if the final figure is still outside of your budget, consider reducing your level of need a bit or ask what options are available which might cut back on the final figure. A good computer repair and support service provider will work with you to get to the right service level at the right price or will let you know quickly if it’s not going to work out.