What is IT support?
IT support covers the services that keep your business technology running: fixing problems, maintaining systems, managing updates and protecting you from threats. Done well, it's largely invisible, things just work.
It ranges from simple tasks like password resets to complex work like resolving security incidents.
Remote vs onsite
Most issues today are resolved remotely, which is fast and efficient. Onsite support matters for anything physical, hardware, networks, new offices. The best providers offer both.
Break-fix vs managed
Break-fix support reacts once something's broken and bills per incident. Managed support is proactive and preventative for a fixed monthly fee. For most businesses, managed means less downtime and predictable costs.
What good support looks like
Look for fast response times, clear SLAs, proactive monitoring, built-in cyber security and jargon-free communication. Priority levels (P1-P5) should define how quickly different issues are handled.
Above all, look for a provider who takes ownership and treats your business like their own.
Getting the most from it
Engage your provider beyond firefighting: involve them in planning, keep your team trained and act on their recommendations. The more strategic the relationship, the more value you'll get.
For how this works as an ongoing arrangement, see fully managed IT support.
