Why Not Have Tech Support Options Too?

Everyone likes to have options. That’s one of the reasons that buffet restaurants are so popular. Of course, you don’t want everything that they offer, but you like the idea that you have access to any eating option – food – in the restaurant.

Tech support is similar.

No, there aren’t nearly as many options as your local Chinese buffet, but there are enough options for you to make a tech support choice that fits your company’s needs and budget.

Why A Company Would Need Tech Support.

Let’s use the example of a manufacturing business here in NYC or New Jersey that has a front office staff of ten and one hundred employees involved in various aspects of the manufacturing process.

That company has a lot of moving parts that all utilize different aspects of their IT ecosystem.

  • Supply Chain
  • Customer Relations
  • Marketing and Sales
  • Manufacturing Automation
  • E-Commerce Platform
  • Distribution Network
  • Office Admin

If one department within a company runs into technical problems that slow their work or bring it to a stop, it negatively impacts the entire company.

In short, companies need tech support to:

What IT support models are available to companies in New Jersey and New York?

Let’s face it.

We live in New York and New Jersey. Nearly every form of technology support company is available to us. If we wanted to find a company who forces their techs to dress as Star Wars characters, I’m sure they’re out there.

But let’s stick to the realm of the normal for now.

The three types of tech support you need to be aware of are:

  1. Break-Fix

Break-fix is the most common form of computer repair service. In this model, IT technicians are called to the business only when there is a computer, printer, server, or cloud asset that is not working correctly and is in need of repair. Once that repair has been made, the bill for hours and materials is sent to the client, and the technician goes on to the next client. This is the extent of the relationship between the two companies.

  1. Block Hours

A block hour arrangement is made between a computer repair company and a client business when a business knows they have ongoing IT work that needs to be done and desire to have a form of retainer agreement with an IT support company. Buy buying a block of hours, the client company often gets a slight discount over the break-fix hourly rate the computer repair company offers.

  1. Managed Services

A company that sees the need for a strategic, consistent approach to technology management and maintenance often opts for managed services. Managed services is a subscription-based service. In return for a monthly fee, the computer repair business will care for all the tech support needs of the client business.

E-Valve Technologies offers all three of these options for their customers. We recognize that each company that we serve is different and has unique tech support needs. As a result, we strive to learn about our client companies and work with them to determine what support scenario best fits their IT support requirements and their budget.

Exploring The Pros And Cons Of The Three Tech Support Options

Which is the least expensive?

  • Break-Fix can be the cheapest option for small companies that have few IT assets and have some measure of downtime tolerance. However, the savings do not come in the hourly or materials pricing but instead is found in the small number of calls for computer repair generated by the client company.
  • Block hours give growing companies the flexibility of break-fix pricing and many times has built-in cost savings for the up-front bulk purchase of a technician’s time. Some savings are realized in the context of an ongoing relationship with the computer repair company and the fact that the client company isn’t paying for a tech to learn their system over and over again.
  • Managed services is generally an “all you can eat” solution, and the pricing reflects the hardware, users, and cloud assets in a company’s IT ecosystem. Depending on a company’s downtime tolerance and their growing need for full-time tech support, it can be the most cost-effective option.

Which tech support option gives my NYC or New Jersey company the most flexibility?

It depends on what kind of flexibility is important to you and your business.

  • Break-fix gives you the flexibility to avoid a long-term relationship with a computer repair company and allows you to choose what rises to the level of an IT “emergency” in which you call for tech support.
  • Block hours give you the flexibility of having a relationship with a tech support company that is limited in timeframe and scope. You buy the hours, and when the hours are used up, your relationship with that company is finished unless you choose to buy another block of hours. The other aspect of flexibility in a block hours scenario is having someone to call that owes the time (work) to your company.
  • Managed services may or may not give you flexibility in a relationship with your tech support company. Some computer services companies offering managed services allow for a month-to-month contract. Others, because of the cost of onboarding a new client, require a six month or one-year But relationship flexibility is not the only “flexibility consideration” at play. When considering a managed services option, you must also think about the flexibility of having an IT contractor on-call to answer your employee’s questions and to respond to your troubleshooting needs 24/7.

What tech support option gives my company the best service?

To answer this question, we must assume that in each scenario the tech support personnel have the same level of skill and the same commitment to caring for your business. But assuming that these service elements are identical in each situation, we can make some observations.

  • Break-fix service can be haphazard because you may be forced to use various companies depending on the availability of their technicians when you have an IT issue. Added to this is the fact that a break-fix service is focused on fixing the problem at hand. As a result, other issues, process improvements, and underlying issues may or may not be addressed.
  • Block hours are a little better than the break-fix option when it comes to service. Because the hours are owed to you, your company has someone that they can call and build, at the very least, a short-term relationship. Companies that choose the block hours option are more likely to have a tech support person look into the more complex, workflow challenges of an IT system than a break-fix contractor who is there to fix one issue.
  • Managed services give the highest level of service to any company because of the nature of the deal. A managed services arrangement puts the tech support company firmly on the side of the client company. In a monthly, subscription IT support scenario, the company offering managed services to an NYC or New Jersey business is the most profitable when the client’s business technology is running smoothly and at full capacity. This financial truth forces the managed services provider to focus on preventative maintenance and IT security – allowing a business like yours to operate with fewer breakdowns and higher uptime.

Want to learn more about the three levels of tech support that E-Valve technicians provide to businesses across New York City and NJ? We have more outstanding articles for you to read on this topic and more! Just click HERE.

Published on 8th April 2018 by Michael Garrido.

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