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Category Archives: Managed IT Services

IT Support, Managed IT Services, MSP

Don’t stick with your IT service provider until something triggers you to change

Don’t stick with your IT service provider until something triggers you to change

As a business owner or manager, it is easy to become complacent with your current IT service provider. You may have a long-standing relationship with them and feel that they understand your business and its technology needs. This familiarity can often lead to a false sense of security and you may not realise the potential risks and limitations of sticking with your current IT service provider until something triggers you to change.

Over our years of service, we have found that businesses often wish they changed their IT service providers earlier. Change is incredibly complex and can be a hassle when you have to get proposals from different IT companies, then deal with the information transfer between the two, especially when the old provider might be less than cooperative. Ask yourself, what’s the point of even using a managed service provider if you’re not receiving everything you should be?

This article will explore why it is important to review your IT service provider, ensuring they are meeting your requirements and giving you great service, and why you should not wait until the decision to change is forced upon you.

Technology is constantly evolving

The technology landscape is constantly evolving and new solutions and tools are coming out all the time, sometimes even faster than it takes for you to get comfortable with a new one. Your IT service provider should be keeping up with these changes and be able to recommend and run new technologies that can benefit your business.

If your current IT service provider is not staying up-to-date with the latest technology trends, you could be missing out on opportunities to improve your business operations and stay ahead of the competition. What’s more, they need to be constantly on the lookout for new security risks and be updating their processes or technology to keep your business safe.

Your business needs may change

Like technology, businesses also evolve and as your business grows, your technology needs may change. For example, you may need to upgrade your infrastructure to support more users or introduce new software solutions to improve your or your staff’s productivity. If your current IT service provider is unable to accommodate these changes, it may be time to consider switching to a provider that can better meet your evolving needs. This could be because your company is now too big for the provider or because they don’t have the right technology, knowledge or experience in the direction your company is going.

Service quality may decline over time

Over time, service quality can decline as your IT service provider becomes complacent or takes your business for granted. After an initial fantastic six to 12 months, you may notice longer response times, decreased quality of support or a lack of solutions and recommendations. If you begin to feel that your IT service provider is no longer providing the level of service and support you require, it may be time to consider changing your plan with them or even making a change in provider.

Cyber Security threats are increasing

Cyber Security threats are increasing in both frequency and complexity, and businesses of all sizes are at risk. It may surprise you to hear that small businesses are the target of 43 per cent of cyber-attacks. This is why your IT service provider should be taking proactive measures to protect your business from threats, such as implementing security procedures, providing employee training and regularly updating your systems and software. If you feel that your IT service provider is not taking Cyber Security seriously, it may be time to look for a provider that has a strong focus on this area, especially if your business deals with sensitive information.

Cost-effectiveness

Technology costs are an important factor for any business and it’s important to ensure that you are getting good value for your IT investments. Managed service providers are generally on par with each other when it comes to their managed services of looking after your IT systems. Where they differ, are their additional services and level of technical standards, like using CISCO vs. Sophos. You might find that you are not utilising fully everything that you are paying for and wonder why they were offered to you in the first place. Make sure you review your IT costs and ensure you are getting the best value for your budget. An MSP should tailor its services and your plan to what your business requires, as well as be honest and tell you upfront when a higher-level technology is not needed. This also simply comes down to service. Is your business receiving what you’re paying for?

It is important to periodically review your IT service provider and not wait for something to trigger you to change, like a major data breach, loss of backups or issues simply not getting fixed. By regularly assessing your technology needs, service quality, Cyber Security measures and cost-effectiveness, you can ensure that you are getting the best value for your IT investments and that your technology infrastructure is keeping pace with your business growth and evolution.

Remember, switching IT service providers can be a daunting task, but it can also be an opportunity to improve your technology solutions and position your business for long-term success. There are so many benefits of service providers – make sure you’re getting them.

Cybersecurity, IT Support, Managed IT Services

What type of security does my business need?

What type of security does my business need?

Let’s explore the differences between Information Security, Network Security and Cyber Security and why they are all important for your business’ safety.

As more companies digitalise their assets, they turn to security measures to protect themselves, and as the cybercrime landscape continues to evolve, so do these security measures.

IT Security is a broad term that encompasses different areas and is often used interchangeably with Cyber Security. The two are actually quite different. While these terms all focus on protecting your personal or business’ valuable assets, they approach the task from different angles.

Information Security

Information security is about protecting both physical and digital data from unauthorised access, use, modification, recording, disclosure or destruction. Information security is where your company should start when protecting itself and aims to keep all your company’s data secure. Network Security and Cyber Security are part of this that look at protecting only your digital data.

Broadly, Information Security risks include access, destruction and availability of data.

Network Security

Network Security protects the usability and integrity of your network and data using different hardware and software. This targets a variety of threats and stops them from entering or spreading on your network, typically by using virus protection and a firewall. It also secures data that is travelling across the network by terminals.

Network threats include viruses, worms and trojans, denial of service attacks and zero-day attacks.

Cyber Security

Cyber Security is the area of Information Security that deals with protecting your company’s digital assets on the cloud, networks, computers, mobile devices and the Internet of Things (IoT), as well as any other digital data your company has, from unauthorised access, attack or damage from digital attacks. Businesses can do this through a range of defence processes, technologies and practices. Cyber Security also encompasses incident response plans so you can contain the threat as quickly as possible and minimise any damage because, let’s face it, no security is perfect, especially with how fast attacks can occur and how complex they can be.

Cyberthreats include ransomware, social engineering, malware and phishing.

Where does your business stand?

Pretty much all businesses have Network Security, which is a great start, but unfortunately, it is no longer enough. If your business has data that cybercriminals want, they will get it and all it takes is one accidental click of a phishing link for your systems to be taken over.

Even if you believe your business will never be hit by a security breach, you must ensure your IT infrastructure is secured at all times as, according to Astra, nearly 43 per cent of cyberattacks are targeted at small to medium-sized enterprises. Of this, only 14 per cent are prepared to face an attack. From a business perspective, an attack exposes your company to fines, data losses and damage to your reputation.

With more and more of our lives moving online, we are increasingly vulnerable to cyberattacks that can compromise our personal information or even our financial security. It’s important to recognise that Network Security is just one part of a comprehensive Information Security and Cyber Security strategy, meaning you cannot simply rely on firewall and virus protection for your business as they aren’t enough to stop hackers from breaching your business.

Cyber Security is crucial to small and medium-sized enterprises (SMEs) for several reasons:

  • Limited resources: SMEs often have limited resources to devote to Cyber Security, making them more vulnerable to attacks. They may not have dedicated IT staff or the budget to invest in robust security measures.
  • High risk: SMEs are a prime target for cyberattacks because they often hold valuable customer data and financial information. Hackers know that SMEs may have weaker security measures in place, making them an easier target.
  • Reputational damage: A cyberattack can have a devastating impact on your business’ reputation. If sensitive customer data is compromised, it can erode trust and lead to a loss of business.
  • Legal and financial implications: SMEs may face legal and financial consequences if they are found to violate data privacy laws or regulations. They may also be subject to fines or legal action if they fail to adequately protect customer data.
  • Supply chain risks: SMEs may be part of a larger supply chain, and a breach at any point in the chain can have ripple effects throughout the network.
  • Continuous threats: Cyber threats are constantly evolving and small and medium-sized businesses may not have the resources to keep up with the latest security measures or invest in new technology.

It’s also important to recognise that Cyber Security is a constantly evolving field. As new technologies emerge and cyber threats become more sophisticated, staying up-to-date on the latest trends and best practices in Cyber Security is important. This might involve investing in training and education for your staff, as well as partnering with trusted Cyber Security experts to help you stay on top of emerging threats.

A great guideline to follow is the CIA Triad of Confidentiality, Integrity and Availability. These are crucial components of information security.

  • C – Confidentiality: ensuring information is inaccessible to unauthorised people, usually through encryption, IDs and passwords, two-factor authentication and other defence strategies.
  • I – Integrity: safeguarding information and systems from being modified by unauthorised people to make sure the protected data is accurate and trustworthy.
  • A – Availability: ensuring that authorised people have access to the information when needed, which means maintaining all systems, keeping them updated, and ensuring they’re regularly being backed to safeguard against disruptions or data loss.

When you start your company’s security plan, you’ll also want to create it alongside any governance frameworks established, such as Essential Eight defined by the Australian Cyber Security Centre (ACSC).

Your company must adopt a more holistic and integrated approach to security to encompass network, cloud and endpoint — detection and response — security. All these processes become quite complex and confusing, so it might be best to start outsourcing your IT systems and security to an external team, keeping in mind that many managed service providers are not specialised in Cyber Security, so you may have to use two separate companies or look for one that is both.

If you have one, ask your Managed Service Provider (MSP) if there are implementing any Cyber Security practices to protect your business, such as the Essential Eight framework recommended by the Australian Government. A proactive approach allows for early warning of potential threats and attacks which then allows the MSP to respond quickly to stop the attack before they cause any trouble.

How does Pronet help?

Pronet Technology is an MSP specialising in Cyber Security, which is one area that differentiates us from other managed service providers. Oftentimes, you find that these are two separate businesses, an MSP and Cyber Security specialist, and while these days MSPs might incorporate some Cyber Security practices in your business like two-factor authentication, our difference is that this field is something we have been working in for years.

We have the experience and knowledge to recommend your business tailored suggestions to improve your Cyber Security, without being ‘over-serviced’ with products and strategies you don’t need. As one of our new clients said about their Cyber Security:

“I think it’s something that without a doubt, it’s important, but for a company like ours, do we need to go to the extreme? No.”

Unfortunately, we have found that most companies are not well equipped for cyberattacks and are still not convinced of the importance of doing so. While they are aware of cybercrime, they are simply not prepared, with 90 per cent of attacks still being successful due to human error, according to My Business. With Pronet, you can be rest assured that you’re well protected for when a cyberattack happens, because let’s face it, they do, and no MSP should be promising that it won’t, and that your business operations are either unaffected or minimally affected when something occurs.

Being both an MSP and a Cyber Security company allows for seamless management of IT systems and means there is no unaccountability or miscommunication between two separate companies. Pronet ensures the problems get 100 per cent fixed as we’re dedicated to finding and eliminating the problem at the core. Due to the nature of Cyber Security, we also constantly monitor your systems so that threats are picked up before they happen.

It is incredibly important to recognise the difference between the different types of Information Security and the roles they play in protecting valuable assets. While Network Security is important, it’s just one part of a comprehensive Cyber Security strategy that encompasses all digital assets. By understanding the different types of security measures and how they work together, you can help ensure that your assets are protected from both physical and digital threats. So, take your Cyber Security seriously and invest in the necessary measures to keep your assets and information safe.

IT Support, Managed IT Services

Are MSP Contracts Flexible?

Are MSP Contracts Flexible?

Managed Service Provider contracts are a popular choice for businesses that want to outsource their IT needs. One question that often comes up when considering an MSP contract is whether they are flexible enough to meet the unique needs of your business.

The pandemic has driven the need for clients wanting flexibility and wanting to steer clear from long-term commitments. That doesn’t mean they don’t want long-term relationships with vendors, they do, they just want flexibility in the contracts.

As a business owner, you know that flexibility is key to success. Your business needs to be able to adapt to changing circumstances and your IT needs should be no different. MSP contracts are designed to be flexible, allowing you to customise your service plan to meet your specific needs.

MSPs no longer need multi-year service contracts in place, instead, what they are depending on is the length of their relationship with their clients. As a business, you’re looking to stick with your outsourced IT service provider for as long as possible as it can be a great hassle to search for and then switch providers. An MSP is relying on this so they should be giving you the level of service your company needs and helping your business grow. This is why they don’t need to lock you into long contracts as you should be willing to stay with them for as long as possible.

Long-term relationships are built on trust where you both share wins and work through losses. If your MSP is honest and willing to work with you on your challenges, you’re hardly going to up and leave for another IT provider. 

That being said, some MSPs offer month-to-month contracts while others offer longer, yearly or two-year plans paid monthly or yearly. Discuss this with the MSP you’re looking into if that’s a major concern for you. Keep in mind that you really don’t want to be changing managed service providers regularly.

Another way MSP contracts can be flexible is by offering a range of pricing models that might be valuable to different customers. A long-term contract might suit one business, but another might find value in a month-to-month, no-commitment type of contract that has a higher pricing point. An MSP might offer discounts for long-term contracts or even higher upfront costs with lower monthly fees. There are a range of ways that MSPs can be flexible with their pricing, so double-check with your MSP if they can tailor your plan to one that suits you.

One of the benefits of an MSP contract is that you can choose the level of service that best suits your business. Whether you need basic IT support or more advanced services like Cyber Security and cloud computing, an MSP can offer a range of options to meet your needs.

Additionally, MSP contracts can be tailored so that the services offered fit your budget. You don’t have to pay for services you don’t which means that you can get the services you need without breaking the bank. Take cloud computing services, for example. You could be offered cost-effective solutions like paying for what you use or the MSP scaling the price up or down when you need to work between public and private cloud services.

If you’re already working with an MSP, ask them if there are any new services they are now providing new customers that might now benefit your business.

MSP contracts also offer flexibility when it comes to scalability. As your business grows, your IT needs will likely grow as well, whether that be with more powerful software or hardware or with proactive Cyber Security practices that prevent your data from being stolen. MSP contracts are designed to be flexible enough to accommodate your changing needs, whether that means adding new services, upgrading existing services or scaling back services that are no longer necessary.

Another benefit of MSP contracts is that they can be customised to fit the unique needs of your business. MSPs are acutely aware of how different each business is and should not be offering a one-size-fits-all contract for each of their clients. They should work closely with your business to understand its needs and develop a customised service plan that meets those needs. This means that you can get the exact services you need to keep your business running smoothly. That also means being honest with you about services, software or hardware your business doesn’t need.

Keep in mind that you’re still working with another business so there will be negotiations, notice periods and levels of software and hardware they demand your business have, or eventually have, for them to want to work with you, but there are ways for your MSP to offer your business flexibility without compromising their business.

So, while an MSP might not offer flexibility in one area, it might provide your business with the flexibility you’re after in another. How do you get that? Ask. As mentioned, MSPs depend on building long-term relationships with their clients, so see how they can tailor their services to your business, while also keeping in mind they can’t compromise on everything as, they too, are a business.

MSP contracts are incredibly flexible and can be tailored to meet the unique needs of your business. Whether you need basic IT support or more advanced services, MSPs can offer a range of options to meet your needs. And with the ability to customise your contract to fit your budget, scalability and unique needs, an MSP is an excellent choice for any business looking to outsource its IT needs. Don’t hesitate to explore your options and find the MSP that is right for you!

IT Support, Managed IT Services, MSP

How long does it take to switch MSPs?

How long does it take to switch MSPs?

If this is the post you’re reading, you’re probably already with an MSP, so you know what one is. Essentially, a managed service provider is a company that handles all your IT needs for you, providing your business with all the IT expertise and support you need to keep running your business.

MSPs have a magnitude of features on offer, such as remote monitoring of your systems, regular back-ups of your data as well as protection of this data, cloud computing integration, network and infrastructure management, antivirus protection and if your MSP specialises in Cyber Security like Pronet Technology, then this is included too.

Handing the responsibility of your IT systems over to an MSP has many benefits for organisations. It enables you to focus on the day-to-day running of your business, on new projects and future growth without worrying about your IT systems and how they might hinder your efforts.

We have already written a post detailing when to consider switching your MSP (read here), but you might be confused and even wary about the change due to how long it will take to transition. Let us tell you this: the transition itself is barely any time at all and the MSP will ensure it’s a smooth transition.

Switching Managed Service Providers (MSPs) can be daunting for any business, but it doesn’t have to be a painful process. The length of time it takes to switch MSPs can vary depending on several factors, including the size of your business, the complexity of your IT infrastructure and the quality of your current MSP’s services.

Here’s what you can expect when switching MSPs:

Evaluation and Research (weeks to months)

Before making the switch, you must evaluate your current MSP’s services and research potential new MSPs. This can take several weeks or even months, depending on how thorough you want to be in your research. Read this article to learn how to find a good MSP for you.

You’ll need to review your current contract for what steps to take when ending the relationship as well as any costs associated with this. You need to assess your IT infrastructure to determine which of it is actually owned by you and determine your specific needs.

Selection Process (several weeks)

Once you’ve evaluated your current MSP and researched potential new ones, you’ll need to go through a selection process. This involves reaching out to potential MSPs, discussing your needs with them and requesting proposals. It can take several weeks to receive proposals and review them. Read out post about what to look for in an MSP here.

Once you have chosen an MSP, your business undergoes an initial assessment by the provider. This can take one to two days, but basically, the MSP will go through your systems to determine exactly what they need to do going forward, such as determine where they need to take over from the old MSP, how systems and hardware they will need to implement and where your business needs to improve. This allows them to also ensure you’re aware of all costs involved and what switching will entail. They will also inform you of any critical, important and minor risks they believe you must implement for them to work with you. After this, you are given the option to back out if you so wish. During this time, as a business, you get a sense of whether the MSP is right for you.

Now that you’ve selected your MSP and have signed the contract, it’s time to give your current provider a 30-day notice period, or however long is listed in the contract. Even if you have an unstable relationship with them, they are still a business and need time to transition. This gives the old MSP time to remove all its hardware and permissions from your business so that they no longer have any remote access to your systems.

Onboarding Process (a day to a month)

The actual onboarding process from your old MSP to your new one, depending on your company’s size, can take between a day and a month, but generally no more than a week. This is quite a seamless, smooth-sailing transition for your business as the MSP takes care of everything for you. They will often take control of any passwords, service subscriptions, cloud applications and systems and the length of time this takes depends on the amount of data you have and the complexity of your systems. They will need to make sure backups are going to them instead of the old MSP and set up remote access to be able to monitor your systems for any threats that arise.

MSPs will generally make sure the transition has as little impact on your business as possible, with the two companies coordinating with each other. There have been cases of the old MSP being quite uncooperative during this time, though, so keep that in mind.

Transition Process (up to a month)

After onboarding, the MSP will work with you to ensure you fix the critical risks within your business, ones they pointed out in their initial assessment, and they usually require these to be fixed within a week to a month. For any important issues, they will generally give you a quarter or two to fix and then for any minor issues, they will suggest you change these within 12 months, if ever.

In terms of the ‘training’ usually given, this is simply giving your staff information about how to contact the MSP if something arises. Businesses generally aren’t looking to change their software during a change of MSP, so there isn’t usually much training involved.

If you’re truly desperate for an MSP, you can sign a contract and have them all set up the next day, but the process of choosing a managed service provider should be tailored specifically for your business needs. Determine what you need in a provider and whether they are right for you. For example, if you’re a small or medium-sized business, a large, enterprise-level MSP might not be right for you and vice versa.

For a business, the entire switch of an MSP can take months but the actual onboarding process of an MSP can take anywhere from a day or two for smaller businesses to up to a month for larger ones, but generally, it takes about a week or two. It’s important to take the time to evaluate your current MSP, research potential new ones and go through a thorough selection process. Don’t let the time it takes deter you from taking the time and effort as switching MSPs can be well worth it in the long run if you find an MSP that is a better fit for your business needs. Remember to communicate effectively with your new MSP throughout the process and be patient as they work to transition your systems.

Your IT systems can make or break your business, so make sure you have a great MSP managing and monitoring them.

Cybersecurity, IT Support, Managed IT Services

What should I look for when replacing my IT service provider?

What should I look for when replacing my IT service provider?

Choosing the right Managed Service Provider (MSP) is critical for businesses to ensure that their IT systems are managed effectively and efficiently.

Do you find yourself asking, ‘How do I keep my IT systems running without any issues?’ Business owners have too many day-to-day tasks to complete and think about to want to then deal with IT issues that they don’t fully comprehend. Hence why they then delegate these tasks to others.

Working with an MSP is just that, delegating the accountability of your IT systems to experts who know what they are doing and who can handle the technical aspects of the job. As decision-makers, we know that a major sentiment is that you want IT systems that work, that the whole team is happy with, and, most importantly, systems that look after themselves. You need a provider to manage the whole system and ensure it’s running smoothly so that your staff don’t stress and waste time trying to work around it.

Ideally, unless your service provider grows and you now feel as though they don’t care about you anymore due to your business being too small, or you simply aren’t receiving the service you require for your business, you don’t want to have to change MSPs. The time and effort of researching new providers or people to help fix system issues is a hassle, which is the primary reason business owners simply stay with their provider, even though they are receiving poor service. You may feel guilty for wanting to move on or have built ties with the provider and its staff, but your IT provider should be looking out for your best interest and if they’re not, you need to start looking elsewhere.

After talking to our new clients, especially within a month of working with them, we’ve learned that many of them wish they’d changed providers years before something happened that triggered the change. So, if you’re in a similar situation, on the search for a new MSP or your business has simply grown in size that you now require one to handle your IT systems, here are some factors that separate a good MSP from a bad one.

Responsiveness

A good MSP should be responsive to their client’s needs and provide timely support when issues arise. They should have a dedicated help desk and clear escalation processes to ensure that issues are resolved quickly and that they address them in a way that reduces your business’ downtime while keeping the business running and your staff working. The MSP should have a Service Level Agreement (SLA) in place which outlines the services provided to you, response times, support constraints and your business responsibilities.

Proactivity

A good MSP should take a proactive approach to IT management, monitoring systems for potential issues and implementing preventive measures to avoid downtime and security breaches. This behind-the-scenes work from the MSP is essential for your business’ success as your company should not be reaching out when it has a problem, which is what happens with Ad-hoc support; it’s about prevention and responsiveness when an issue does end up occurring. 

Expertise

The MSP you’re changing to should have a team of skilled and experienced IT professionals with specialised knowledge in a variety of areas, including your server platform, network management and cabling, firewall, Sophos, Cisco networking and cloud computing integration, and they should be Microsoft Certified.

Expertise in Line–of–Business (LoB) Application

Line of Business applications refers to the set of critical programs that are vital to the day-to-day running of your business. These are usually large programs that contain a vast amount of capabilities integrated into them that then tie into the rest of your databases and management systems. Some examples of these are SAP, Sage and Microsoft Dynamics and each of these vendors has support systems that are separate from your IT service provider. Unfortunately, a LoB support doesn’t necessarily care about your business, just their base software, and when all your systems need to work in conjunction, you need to ensure you choose an IT provider that has exposure to your LoB. Keep in mind that most won’t have expertise in the LoB, as it’s not their field, but they should have exposure and they should be willing to take on the technical jargon and be the middleman between your business and the LoB support team. As a business, you don’t want to be the trouble-shooter, so if, for example, you have a printer problem in SAP, your IT support will then work with SAP with the technical how-tos and fix the issue. Make sure your MSP is willing to take this on.

Communication

MSPs should maintain open and transparent communication with their clients, providing regular updates on system performance, service level agreements and other important metrics. While as a business owner or manager, you’re looking to outsource your IT systems and management so that you don’t have the added stress of understanding how to fix or prevent problems, it’s still essential that you know what is happening, especially considering IT is such a crucial element of your business. You should be communicating with your MSP in a broader sense and their recommendations should be used in the long-term planning of your business.

Flexibility

You don’t want to go into partnership with a rigid MSP that have you stuck in a fixed price plan. An MSP should be able to customise its services to meet its clients’ unique needs and requirements. Every business is different and a one-size-fits-all approach won’t cut it, so the MSP should be willing to work collaboratively with you to develop customised solutions that fit your budgets and objectives.

Reliability

A good MSP should have a track record of reliability and stability, with a strong reputation and positive reviews from clients. Oftentimes, you will find this listed on their website or socials, such as testimonial quotes or videos, but make sure to check out review sites like Google and CloudTango, or even read through the comments on their socials, as well as through forums like Reddit and Quora. You might even want to read through employee reviews on Seek as this can give you an indication of how the business runs, like whether they are understaffed and taking on too many clients, meaning your company may not receive the level of service you require. 

Cyber Security

More and more companies are realising the importance of Cyber Security, so when looking to switch MSPs, make sure the provider has the practical expertise in Cyber Security and the necessary technology stacks. Traditional security such as antivirus, firewall and monitoring are just not enough when it comes to Cyber Security. If an attack occurs, Cyber Security, such as browser isolation technology, can isolate the threat within half an hour of detection into a secure computer or network, preventing it from accessing the rest of your systems. This technology is incredibly efficient so make sure the IT service provider you’re looking into has this type of technology in its systems.

Questions to ask when contacting MSPs

When searching for a managed service provider, small and medium-sized enterprises should consider asking variations of the following questions, based on the factors listed above, to make sure they are suitable for your business:

  • What services do you offer? It’s important to understand the MSP’s core offerings and whether they align with your business needs. For example, if you need help with Cyber Security or cloud computing, you’ll want to find an MSP with expertise in those areas.
  • What is your pricing structure? Make sure you understand the MSP’s pricing model, including any additional fees or charges that may apply. Ask if there are any discounts or package deals available based on your specific needs.
  • What is your level of experience? Find out how long the MSP has been in business and what types of clients they have worked with in the past. You may also want to ask about their certifications or other credentials that demonstrate their level of expertise. Other than this, ask if they have experience in or exposure to your line of business (LOB) application/s, i.e. SAP, Sage or Microsoft Dynamics.
  • How do you handle security and data privacy? Cyber Security is a major concern for SMEs, so it’s important to ask about the MSP’s approach to security and data privacy. Find out what measures they take to protect your data and what protocols are in place in case of a security breach.
  • What is your response time for support requests? Make sure you understand the MSP’s response time for support requests and whether they offer 24/7 support. Many smaller MSPs don’t offer 24/7 support as it’s often not needed, but if you operate internationally, you might need this. Ask about their escalation procedures in case of an emergency.
  • What is your onboarding process? Ask about the MSP’s onboarding process and what steps they take to get to know your business and its unique IT needs. This can help ensure a smoother transition and better service in the long run. Also, ask them if you will be the middleman between the old and new providers or if they deal directly with the old MSP to get passwords and access to systems.
  • Can you provide references or case studies? You might want to ask the MSP for references or case studies from past clients. This can give you a better sense of their level of service and expertise and help you make a more informed decision. MSPs often have this on their website, but if not, see if they’re willing to give you references.
  • Do you have any service level agreements in place? This will often happen when signing on with the provider and details expectations in your partnership. This allows you to hold the MSP accountable and ensures they take ownership of their work as they’ve agreed to it in advance.
  • Does you outsource your support to overseas call centres? We’ve found speaking that English alone is not enough, the people you are speaking to need to have familiarities with your local culture and local knowledge, such as with nbn and local terminology.
  • Can the technical staff that I will be dealing with speak in layman’s terms? You may have experienced the frustration of dealing with a technical person who speaks technical jargon and with technical terms that go way over your head. Sometimes it can seem as though they are talking down to you, even though they don’t mean to, so double-check that the MSP’s technical staff are approachable and can ‘dumb down’ issues to you.
  • Do you offer any backup and disaster recovery services? Data backup and recovery solutions are critical to ensure your business’ continuity in the event of data loss, hardware failure, natural disaster or cyberattacks. Also ask where they keep the backups, whether it’s a combination of on-premise and cloud backup or just one of the two.
  • What reporting and monitoring capabilities do you have? An MSP has access to your company’s data and should remotely monitor, update and manage your services while reporting on quality and performance of the service. While this is standard among MSPs, double-check with the one you’re receiving a proposal from to see how they are monitoring your data and whether they can proactively stop future problems from happening.

Finally, it’s incredibly important to discuss the list of problems and frustrations you currently have with the provider you’re looking at working with to see what solutions they have for you.

These questions will help you understand the MSP’s capabilities, experience, and approach to customer service. It’s important to choose an MSP that meets your specific needs and can provide the support and services necessary to help your business succeed.

Overall, choosing a good MSP is critical for businesses to ensure that their IT systems are optimised and managed effectively and efficiently. Costing is often one of the last considerations, as long as you see value for your money. Therefore, businesses should evaluate potential MSPs based on these factors to ensure that they choose a provider that meets their needs and expectations.

IT Support, Managed IT Services

10 reasons why you should think about changing your MSP

10 reasons why you should think about changing your MSP

Managed Service Providers (MSPs) are essential for businesses in managing their IT infrastructure. As a business owner or decision-maker, you most likely already have your IT systems managed by a provider. There are times, however, which you may have already encountered, when it may be necessary to consider changing your MSP. Considering an IT provider should be driving your business forward with the latest technology and expert resources, you both should be on board with developing a long-term relationship as you really should not be switching providers every two years.

It can be a hassle for a business to change, which is the main reason many companies stick with providers that they are unhappy with. There’s also the worry of the new provider not being any better than the old one, but if you do your research and find a reputable MSP that works with companies of your size, you will find that the level of service is well worth the switch and will have you scratching your head thinking about why you didn’t change earlier. If you’re perfectly happy with your provider and have a great relationship with them as well as a detailed and collaborative action plan for the future, then feel free to skip this article.

If that’s not you, though, here are ten reasons why you should think about changing your MSP:

Poor communication

You should know what is happening in your business, even if processes are outsourced. Your MSP should provide reports on what is happening and respond whenever you have questions or concerns. Importantly, they should be responding quickly, especially in cases of an emergency. When time is money in business, you don’t want to be waiting on an unresponsive IT provider when all systems are down. Make sure your provider values communication.

Limited expertise

Part of working with a client is understanding their business’ technology needs as, this way, they’re able to provide your business with the most effective and customised solutions for your industry. This is an ongoing process as technology changes but if you find your MSP not educating themselves and adapting their services to your business needs, you might not be with the right provider. So, while your MSP might lack expertise in specific areas that are critical to your business, they should have at least some knowledge so they can give you guidance and IT consulting. If they have very basic expertise or none at it, you might want to consider a provider with a more comprehensive skill set.

Inflexibility

Your relationship with your provider should not feel transactional. It should be one where they are fully immersed in your business to allow them to understand what exactly your business requires. This allows them to meet these needs over time and change these as new opportunities arise that will help your business grow further. Technology is meant to help your business evolve and as your business grows, so does your tech, so they should be collaborating with key stakeholders to ensure you’re receiving the full benefits of an MSP.

Poor performance

When you initially began working with your IT support services provider, you would most likely have established a service level agreement (SLA) with them which holds the provider accountable for meeting the agreed expectations and meeting the agreed outcomes. If your MSP fails to deliver the promised level of service or doesn’t meet your expectations, the SLA will help you identify where they are falling short which then gives you a framework to pull them up on it.

Outdated technology

Technology is constantly changing and the fact of the matter is, sometimes, you don’t need the latest stuff. Despite that, while the technology needs of each business are different, there are core technologies that are crucial in this day and age. Your company should long ago have switched to Microsoft 365 as it’s essential in optimising workplace collaboration, and your MSP should be discussing the possibility of shifting systems to the cloud as it’s an easy and cost-effective way to access business tools. If you’ve heard of other companies in your industry working with technologies that are immensely benefitting their business operations, it might be time to find an IT provider that is looking out for your best interests in the long run.

Lack of scalability

For most businesses, your long-term goals often include growing and expanding, and alongside this, you need to ensure your IT strategy is growing with you. You can’t be trying to work around software that caters to only a dozen users when you now have 50. Even if your IT provider focuses on specific areas in both their business and yours, they should be working alongside you in your growth and updating your systems and needs as you go. An MSPs services must stay relevant and show strong results but if they are unable to scale their services to meet your business’s growth, it may be time to consider a provider that can handle your changing needs.

Hidden costs

As a Chief Financial Officer or decision-maker in your business, budgets and managing costs is a regular part of your role. Your MSP should be transparent about its fees, which should be a fixed-fee pricing model which has been tailored to the services and deliverables your business needs. You should not be receiving additional fees for services you thought were included or be receiving constant pricing increases. If this happens, the MSP may no longer be tailoring its services to your business needs and its lack of communication with you is a sign you might need to switch providers.

Lack of security

Sadly, it’s now part of life that scammers and hackers are trying to infiltrate your business. Your MSP must be implementing effective security and Cyber Security measures into your business, especially since last year the government implemented new legislation that means companies can face fines of $50 million if they fail to adequately protect people’s data. Your MSP should be having ongoing conversations with you about security and Cyber Security that are integrated into your long-term planning.  

Lack of backup and disaster recovery

Data loss can have a devastating impact on your business, such as reduced productivity, lost revenue and even lost customers and reputation. With risk management an essential part of running a business, it goes without saying that your IT provider must have processes in effect that regularly back up your data, whether that be daily, weekly or monthly backups and you should know where those backups are stored. If your MSP doesn’t have a robust backup and disaster recovery plan, it may be time to switch to a provider that can ensure your data is protected.

Poor value for money

This should have been a part of your research at the proposals stage when searching for an IT service provider in the first place, but if you have been in partnership with your provider for some years and feel as though you’re not receiving services that correlate with the amount you are paying, it might be time to browse other providers and see if you are receiving what they are offering. Cost should not be the only reason you change your MSP as you will generally find others with similar pricing. You might even be happy to throw money into your IT as long as issues get fixed, but when you’re seeing no outcomes, it may be time to consider a provider that offers better cost-benefit.

Changing your IT service provider can be challenging, but ensuring that your IT systems are in good hands is crucial. Hopefully, these ten warning signs are that final push over the edge to get you to switch your provider if you’re experiencing fluctuating levels of bad to good service, because really, what’s the point of having an MSP if you’re not receiving the benefits?

IT Support, Managed IT Services

How to find a good MSP for me?

How to find a good MSP for me?

While as a business owner or decision-maker in your business, you might not have the time to conduct thorough research on Managed Service providers (MSPs) near you, it’s a good idea that someone does, and does it thoroughly, as this is a company that will be maintaining your IT systems and working with you for years to come.

You’re going to want to know exactly who you’re working with, such as their service and their features, as well as how these features benefit you.

When passing on the task to someone, make sure you give them a list of exactly what you’re after, whether that be working with local providers only, whether you need 24/7 support and whether they are knowledgeable in the systems you use to run your business.

From there, you’re going to want to find out what sets them apart from others. This might not be any specific feature, as MSPs generally offer the same package, but there will often be something. Keep in mind that there are features that some providers will advertise boldly that all MSPs have, such as that they’re Microsoft Certified. Some will also feature an ‘award’ on their homepage, but this often isn’t a nationally given award, simply one given by someone or a business in the industry who has done a thorough review of all MSAs. They’re a good indication it’s a great MSP, but keep in mind that it’s generally not a regulated award.

A feature that might separate an MSP from others could be that they specialise in Cyber Security, as many MSPs only have limited Cyber Security measures in place and require your business to work with a separate company for those issues. Security and Cyber Security are two separate topics and many businesses confuse them as the same. Security mainly focuses on virus protection and firewalls, whereas Cyber Security digs deeper with Two-Factor Authentication and surveillance systems, among other things. With Cyber Security constantly evolving, your business must be up-to-date on the latest trends and practices in the field.  

It’s also important that the MSP you’re searching for is knowledgeable in your industry and your systems. While they won’t be experts in your systems, such as in SAP or Microsoft Dynamics, they should be familiar with them so that they can be the middle-man between the vendor and your company when something goes wrong with the system. You cannot expect the MSP to configure the entire system to your business though, that’s the role of the software vendor and, unfortunately, an expensive role. The MSP should be used to working with clients of your size too, as working with a large MSP as a smaller business, you might find that you’re pushed aside in favour of their larger, more profitable clients.

Market Research

Once you know what you want from an MSP, it’s time to do some market research.

During a conversation with a client, we started talking about how to find a company that you can trust and they said:

“Like most things, you go by recommendation. That’s always the first one. So, if you can’t go by recommendation, then you want to go by, ‘Who’s this company dealing with and what are they saying?’”

If you’re recommended an MSP, that’s always a great start, but when you’re not, it’s hard to find out who to trust, especially with possible fake reviews online. That being said, the place to start with is reviews as you can generally tell through reading when a review has been manufactured. Read what you can find on Google and CloudTango and then read through the company’s reviews and comments on their social media pages like Instagram, Facebook, LinkedIn and Twitter. An MSP will often have case studies or client reviews on its website to give proof of its track record too, so the clients can give you an understanding of what to expect. If you like, feel free to give the company a call to learn about their experience with the MSP.

Join Facebook, Reddit and Discord groups to see what people are saying about the MSP as well as who they are recommending in your area. While not always the case when it comes to business, many people don’t let their full opinions known about a product or service. It’s only when they’re anonymous or feeling comfortable that they can reveal their deeper inconveniences or desires, so browsing forum groups will often tell you these opinions. Even search on Quora or read through blog posts about the pros and cons of certain MSPs so that you’re adequately informed before you make your decision. 

Contact MSPs

Once you have settled on a few MSPs to sit down with, you should have a list of questions to ask them that will help you narrow down your choice. We’ve written an article about questions to ask when switching IT service providers, so have a read of that to get an idea of some questions. Find the article here. The post also details what to look for when searching for an MSP, such as responsiveness, proactivity and communication.

We hope this has given you an understanding of where to start when searching for an MSP for your business. It can be an incredibly daunting and frustrating process, as well as one that you probably don’t have time for. By now, though, you should know why it’s crucial to have a good MSP working with your business because as your business grows, so does your IT, and that IT needs to be managed efficiently. Feel free to read through the other blog posts on our website to learn of the risks posed to your business if your systems are not managed sufficiently as that might be just the push you need to get started in your search.  

IT Support, Managed IT Services

What is an MSP and do I need one?

What is an MSP and do I need one?

A Managed Service Provider is the partner you need for all your IT system needs.

When your business starts to grow, so does your information technology (IT) usage. Databases, documents, customer accounts, websites, the list is extensive and as a business owner myself, I know the feeling of not needing the added stress of figuring out what’s gone wrong with the company’s IT system when there are a multitude of other issues and jobs to work on.

To help with these issues, an IT infrastructure upgrade is worth looking into and what’s more, it might be due time to outsource the infrastructure altogether to a third-party company.

One of the ways to do this is through a Managed Service Provider, or an MSP. An MSP is a third-party company that provides IT services and support to businesses on a proactive basis, typically through a subscription-based model. MSPs offer a wide range of services, including network management, data backup and recovery, cybersecurity, cloud computing and help desk support. This means that you and your employees can continue about your day-to-day business requirements without needing to worry if something has gone wrong or, if it has, you can be rest assured that the issues will be resolved without damaging your business.

How do they work?

An MSP should work with your business to meet your IT needs. While it may seem like a risk that they have access to your system and data, it’s what they need to be able to ensure your systems run smoothly and stays secure so you can focus on the your actual role, managing your business. They can help oversee services like email, cybersecurity, your networks, data storage and cloud integration, software updates and updating old technology as well as giving you a virtual Chief Information Officer (CIO) to help steer your IT in the right direction and, ultimately, giving you the confidence you really need out of your technology.

Each MSP has different services and works with different size clients, so it’s good to do your research before signing a contract with one but, other than the reduced stress and worries about your IT operation, there are many other features and benefits of getting a professional and knowledgeable team to handle all your systems for you.

Features

There are many features that all MSPs will, or should, have that you will see when you’re researching. Here’s a few to get you started for your research:

UNLIMITED IT SUPPORT

Do you hate calling your IT help desk? Oftentimes, in retail stores, their help desk support is based overseas where the line might be crackling and you can barely hear and understand them, where they don’t understand what you mean as you’re not very technically inclined, you’re on hold for what feels like hours while there’s back and forth trying to explain what the situation is and on top of that, they can’t come out and fix your issue immediately as they’re the middle man and have to issue a ticket for someone to come out, whenever that may be.

A local MSP, on the other hand, allows you to receive immediate and responsive assistance when dealing with day-to-day technical issues and when an unforeseen event or cyberattack hits your business, you’re secure in the knowledge that your MSP have it under control with minimal drop in employee or company productivity, one of the major concerns in running a business.

Pronet Technology, for example, has an emergency 30-minute guaranteed response time, meaning you can get in-touch with experts within minutes of your issue occurring, while its Managed IT Services are designed to detect and solve most IT issues before they become a problem, meaning you will hardly ever require emergency assistance. Click here to see Pronet’s average response times for the last 30 days.

DATA BACKUP

I can safely say that most of us know how distressing it is to know you’ve lost a file that you’ve been working on for hours or even days. It’s incredibly frustrating clicking back into it and realising you either didn’t save it properly, it became corrupted or it’s somehow been deleted. For that reason, many of us now constantly back up our documents and data, but what about on a larger scale for your business?

Working with an MSP ensures your business is protected during a disaster, whether it be a data breach, a server crash, a fire or even someone internally jeopardising, accidently or purposefully, your business. They will regularly create quality-assured data backups, meaning you have recovery solutions for your data during disaster so that your client records, marketing resources, photos, accounting records, intellectual property and communication correspondences are all safe and your business can continue running smoothly.

CLOUD SERVICES

Cloud services allow your business to stop running your IT in-house, improves reliability and simplifies your IT, allows you to take control of your IT costs, allows you to work from any device, at home, in the office or overseas, allows for file sharing and, among other things, allows you to better control what users and employees can see and do.

CYBER SECURITY

Not many MSPs include fully integrated cyber security practice in their plans, with you often having to work with a separate company. Some companies, like Pronet Technology, however, do and will closely monitor your network and systems to ensure everything is running smoothly and if they do pick up something, they will be proactive in fixing the issue so that there is no delay and interruptions in the day-to-day, or long-term function, of your business. Cyber security enhancement is much more than virus protection and firewall configuration and management, so if you’re working with an MSP already, double check whether this is included.

Benefits

What we’ve just discussed are features, but what are the benefits to your small or medium-sized business in working with an MSP?

COST SAVING

MSPs can provide IT services at a lower cost than hiring and training in-house IT staff. MSPs also offer predictable, subscription-based pricing, whether that be monthly or yearly, or fixed or flexible plans, that can help businesses manage their IT costs more effectively. As a small or medium-sized enterprise owner or manager and reducing costs are a major role of your position, this is where an MSP can be incredibly valuable.

EXPERTISE AND RESOURCES

Rather than having one or multiple in-house IT managers, this full-time team is within the MSP who are IT professionals with specialized skills and experience that can provide a range of IT services and support. When needed, they can provide information to you and explain new technology and concepts so you’re onboard everything that is happening in your business. If you already have an MSP, ensure you’re contacting them when needed to ask any questions that might be bothering you. MSPs also have access to advanced tools and technologies that may be too expensive for SMEs to acquire on their own. You can even loan equipment from MSPs if you need.

PROACTIVE MONITORING AND MAINTENANCE

This feature is also a benefit as MSPs can monitor and maintain IT systems on a proactive basis, identifying and addressing potential issues before they become major problems. This can help prevent downtime, improve system performance, and reduce the risk of security breaches. For business executives in risk-reduction management, this is where your investments pay off. Once again, if you are already working with an MSP, ensure they are keeping up-to-date with new technology and software as cyber attacks evolve.

SCALABILITY

MSPs can provide IT services that scale up or down based on a business’s changing needs. This can help businesses manage their IT resources more effectively and respond quickly to changing market conditions. As your business grows, so does your IT, so your MSP will create a plan with you so you’re both in understanding and agreement about the changes coming in the future.

Should small and medium-sized enterprises (SMEs) partner with an MSP?

As shown, MSPs can benefit businesses of all sizes, especially SMEs that may not have the resources or expertise to manage their IT infrastructure in-house. It is due to this that MSPs can provide immense value to businesses in all sectors and is something executives should be looking at investing in, especially since risk management is a major aspect of their positions.

If your business is already working with an MSP, take some time to re-evaluate whether you are receiving the service your business requires and, if not, it might be time to switch providers.

Overall, working with an MSP can help businesses improve their IT infrastructure and operations while reducing costs and improving efficiency.

Cybersecurity, IT Support, Managed IT Services

The 10 Disaster Planning Essentials For Small to Medium-Sized Enterprises

The 10 Disaster Planning Essentials For Small to Medium-Sized Enterprises

If your data is important to your SME and you can’t afford to have your business halted for days, or even weeks, due to data loss or corruption, then you need to read this report and act on the information shared. A disaster can happen at any time and is likely to occur at the most inconvenient time. If you aren’t already prepared, you run the risk of having the disaster occurring before you have a plan in to handle it. This post outlines 10 things you, as a business owner of, say, 20 to 80 computers, should have in place to make sure your business is up and running again in the event of something going wrong.

Have a written plan

As simple as it may sound, just thinking through in advance about what needs to happen if your server has a meltdown or a natural disaster wipes out your office, will go a long way in getting your business back up and running fast. At a minimum, the plan should contain details on what risks could happen and a step-by-step process of what to do, who should do it and how. Also include contact information for various providers and username and password information for various key websites.

Writing this plan will also allow you to think about what you need to budget for backup, maintenance and disaster recovery. If you can’t afford to have your network down for more than a few hours, then you need a plan that you can follow so that you can get back up and running within that time frame. You may want the ability to virtualise your server, essentially allowing the office to run off of the virtualised server while the real server is repaired. If you can afford to be down for a couple of days, there are cheaper options. Once written, print out some copies to store in a fireproof safe, off-site at your home and with your IT consultant.

Hire a trusted professional to help you

Trying to recover your data after a disaster without professional help is business suicide; one misstep during the recovery process can result in forever losing your data or result in weeks of downtime. Make sure you work with someone who has experience in both setting up business contingency plans (so you have a good framework from which you can restore your network) and experience in data recovery. If you have a Managed Service Provider, an MSP, ensure they have experience in these areas.

Have a communications plan

If something should happen where employees couldn’t access your office, e-mail or use the phones, how should they communicate with you? Make sure your plan includes this information including multiple communications methods.

Automate your backups

If backing up your data depends on a human being doing something, it’s flawed. The #1 cause of data loss is human error, such as people not swapping out tapes properly, someone not setting up the backup to run properly, etc. Always automate your backups so they run like clockwork.

Have an offsite backup of your data

Always, always, always maintain a recent copy of your data off-site, on a different server or on a storage device. Onsite backups are good, but they won’t help you if they get stolen, flooded, burned or hacked along with your server.

Have remote access and management of your network

Not only will this allow you and your staff to keep working if you can’t go into your office, but you’ll love the convenience it offers. Plus, your IT staff or an IT consultant like an MSP should be able to access your network remotely in the event of an emergency or for routine maintenance. Make sure they can.

Image your server

Having a copy of your data off-site is good, but keep in mind that all that information has to be restored someplace to be of any use. If you don’t have all the software disks and licenses, it could take days to reinstate your applications, like Microsoft Office, your database, accounting software, etc., even though your data may be readily available. Imaging your server is similar to making an exact replica; that replica can then be directly copied to another server saving an enormous amount of time and money in getting your network back. Best of all, you don’t have to worry about losing your preferences, configurations or favourites. To find out more about this type of backup, ask your IT professional.

Network documentation

Network documentation is simply a blueprint of the software, data, systems and hardware you have in your company’s network. Your IT manager or IT service provider should put this together for you. This will make the job of restoring your network faster, easier and cheaper. It also speeds up the process of everyday repairs on your network since the technicians don’t have to spend time figuring out where things are located and how they are configured. Finally, should disaster strike, you have documentation for insurance claims of exactly what you lost. Again, have your IT professional document this and keep a printed copy with your disaster recovery plan.

Maintain Your System

One of the most important ways to reduce risk to your business is by maintaining the security of your network. While fires, floods, theft and natural disasters are certainly a threat, you are much more likely to experience downtime and data loss due to a virus, worm or hacker attack. That’s why it’s critical to keep your network patched, secure and up-to-date. Additionally, monitor hardware for deterioration and software for corruption. This is another overlooked threat that can wipe you out. Make sure you replace or repair aging software or hardware to avoid this problem.

Test, test, test!

A study conducted in October 2007 by Forrester Research and the Disaster Recovery Journal found that 50 per cent of companies test their disaster recovery plan just once a year, while 14 per cent never test. If you are going to go through the trouble of setting up a plan, then at least hire an IT pro to run a test once a month to make sure your backups are working and your system is secure. After all, the worst time to test your parachute is after you’ve jumped out of the plane.

Want help in implementing these 10 essentials? Call us on the number above to discuss how we can tailor a plan that suits your individual business needs.

Managed IT Services

Best IT Support for a Fast Growing Business

You’ve hit your stride in 2022, business is looking good, there’s an opportunity to grow and now it’s time to tackle the task. Business growth can be scary but extremely rewarding if successful. There are a large number of things to consider and IT should be one of them.

Ensuring IT is scaling with your business is vital to its growth because as your business grows, so does the demand for IT resources. If IT is not able to scale to meet the demand, it can halt the growth of your business and its ability to take on new opportunities. You will need to handle larger volumes of data, more users, and more complex processes.

Without proper scaling, the IT infrastructure can become a bottleneck that slows down operations and reduces efficiency. Therefore, making sure IT is scaling with the business is essential to support the growth and success of the organization.

We will go through three different methods of IT support that businesses use when scaling up. I will cover In-house IT, Ad Hoc Support, and Managed Services, being the most popular ones. I will discuss the pros and cons of each and the circumstances they are best used for.


In-House It

An in-house IT support team is an internal department within a company that manages and maintains the company’s technology infrastructure. This includes providing assistance to employees through help desk support, managing computer and network systems, and developing software. By having an in-house IT team, a company can have greater control over its technology and respond more quickly to employee needs.

Pro’s

  • Quick support
  • Physically see equipment/issues
  • One IT infrastructure = inside-out knowledge
  • Hired to fit company culture
  • training tailored to company IT needs

Con’s

  • Higher cost
  • No IT support during annual leave
  • IT support only cover business hours, not evening or weeks ends

Is this best for my growing business?

This is hard to recommend for a growing business but it can have its purpose. If you highly value company culture/values and want to ensure your IT people reflect that, then having a full-time in-house IT team may be appealing. If your business is upscaling at a rapid growth one IT person may not cut it and hiring another will dramatically increase the costs (double the salaries).

Another consideration is if it’s vital your business stays online over the weekends. If you have an online store and something breaks over the weekend, not allowing customers to make purchases, that could have a catastrophic effect if support isn’t available until Monday.


Ad Hoc Support

Ad-hoc support is similar to calling out a repair service to fix something like a car, they are common in almost every sector. They only operate after the issue arises and their sole function is to offer a solution and ultimately fix the problem, on a one-off basis.

Pro’s

  • One-off charges
  • No monthly costs

Con’s

  • No monitoring of your systems
  • No forecasts of potential issues
  • Disruption to business continuity
  • Unable to clearly quote the cost due to having to diagnose the problem first
  • Ongoing call out
  • Possible system downtime

Is this best for my growing business?

This may seem like a cost-effective solution for a growing business but may end up causing more damage than good. This method is best suited for a business with an extremely small IT infrastructure, very little staff, and little online presence. If you (or the owner) are tech-savvy and can handle yourself when it comes to technology then you might get by. But it’s not the recommended option for upscaling as IT infrastructures can dramatically change and it’s best for a professional to oversee the entirety of the operation.


Managed Service Provider

The concept of Managed Service Providers (MSP) can be quite overwhelming, they cover a lot. It covers the entire management of your business’s IT infrastructure and upkeep. On top, they offer technical support to staff, manage clients’ accounts across all systems, hardware outsourcing, and cybersecurity. They are basically your one-stop IT shop. MSPs work with your business to address its individual needs and make sure the tech is in place to prioritise those needs.

Pro’s

  • The benefit of experts any day, any time. Experts that you actually know
  • The company knows and understands your business and the systems within it saving time to diagnose issues
  • Saves you time and worry
  • Ensures updates are carried out on workstations and servers
  • Will set up all of your security requirements
  • Education and training for your staff
  • Backup and Disaster Recovery planning
  • Consistent costing each month
  • IT consultancy
  • 24/7 monitoring

Con’s

  • A growing business needs to incorporate IT support into its yearly budget planning and sometimes the full cost of this can feel daunting.
  • Some IT Companies can try to tie you into unnecessarily lengthy contracts

This is best for my growing your business

The other two options absolutely have their time and place, but for a growing business like yours that wants to put its best foot forward, a Managed Service Provider is the winner here. Their focus on making sure your company is equipped with the most vital & necessary tech is a huge advantage when upscaling.

MSPs are now putting a greater focus on integrating seamlessly into each business’s culture, so you don’t have to worry about making the wrong choice. If you decide on going for an MSP there’s still research to be done. To help guide you on the way, check out our article on 5 things to consider when hunting for an MSP.

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