Neighbor News
Band-Aids,The Difference between Response Time and Fix Time
A helpful article for business managers and owners when working with IT professionals.
You want your IT administrator/Managed Service Provider (MSP) to respond immediately to your problem, and you want it fixed as soon as possible. Unfortunately you need to figure out if they are actually fixing the problem or giving you Band-Aids.
Recently I read an article from an IT company discussing incredibly fast response times, throwing around phrases like “Industry Leading” and “no jargon”. This was interesting to me, on average our technicians respond within an hour to issues, often times it can be within 10 minutes, but we don’t advertise “10 Minute Response Time” simply because picking up the phone and calling you back doesn’t mean your problem is fixed. We like to respond to our clients quickly, we want them to know that we do care about them and their business, and we want resolve their challenges. We do not however have a receptionist that simply calls you up and asks you about your problem, then tells you that we will get back to you. We don’t have technicians that mutter under their breath and speak in acronyms the entire time.
Full Article can be found here:
