Network technicians, as a group, have a reputation for poor people skills and lousy service. What kind of response do you get when you call for computer support? Have you left a message and never been called back? Do you get YOUR technician when you call, or do you get a help desk?
When you call for a minor issue, waiting a day for a call back may be acceptable. But, if your whole network has ground to a halt, every hour matters. You need someone on the phone right away and a technician on site ASAP!
A Waukesha manufacturer had their entire network go down on a Monday afternoon. On Wednesday, their IT consultant was onsite to fix the problem. That’s two entire weekdays! This manufacturer works two shifts – I can’t imagine their lost productivity in dollars.
Response time is one reason that our business phone is my cell phone. When you call us, you get me. There is no time lost while you talk to a help desk employee first, then get “bumped” to second level support. There is certainly no outsourced support.
In an emergency computer support situation, I can be on site in four business hours or less. Often, I can solve the problem over the phone or by using a remote support tool. In these cases, an on-site visit is not even necessary.