Remote monitoring and management is a key benefit of managed services. The managed services provider (MSP) uses an array of tools to keep an eye on customers’ IT systems and maintain them proactively. When issues arise, the MSP’s team can respond quickly without having to travel to the customer’s location. Remote monitoring and management also ensures that work-from-home employees get the same level of support as those in the office.
For all its benefits, however, remote monitoring and management isn’t a silver bullet. There are instances where organizations need a skilled technician to come on site. And that’s where onsite IT support comes in.
Best-in-class MSPs offer onsite as well as remote support. They recognize that many small to midsize enterprises (SMEs) don’t have the budget for in-house IT support, or they have a small IT team that lacks the resources to tackle major issues. They need someone they can trust to come directly to their premises and assist them when the need arises.
What Types of Onsite Support Do MSPs Provide?
Onsite IT support can take many forms. Technicians can come onsite to troubleshoot problems and determine the root cause of performance issues. They can also assist with hardware and software installation and configuration. The MSP’s consultants may come onsite periodically to discuss planned changes to business operations that would affect IT systems, or identify operational bottlenecks that could be solved with the right technology.
Many managed services agreements include some form of onsite support, but the extent and availability can vary significantly. While some agreements may offer comprehensive onsite support, others may prioritize remote support with onsite visits reserved for specific issues or emergencies. Leading MSPs customize the level and type of onsite support to meet the customer’s specific needs.
SLAs within the managed services agreement should outline the types of support provided, including onsite support. The agreement should specify response times, resolution times and the methods of support available, which may include onsite visits.
What Are the Benefits of Onsite IT Support?
Onsite IT support is a cost-effective way to get expert help for issues that can’t be handled remotely. It is significantly less expensive than hiring in-house IT staff or contracting with a consultant. The MSP’s engineers and technicians have diverse skills that enable them to address complex issues. Because they’re already familiar with your IT environment, they don’t have to take time to get up to speed.
That familiarity also enables the MSP to resolve problems quickly and efficiently, minimizing downtime and productivity losses. Leading MSPs can also scale their resources to adapt to your changing needs, providing flexibility and agility.
Onsite support also enhances your relationship with the MSP. Direct interaction with MSP’s engineers facilitates better communication and understanding of your specific business and IT needs, leading to more tailored solutions. You gain a more personal and responsive experience, ensuring that your IT issues are addressed promptly and effectively.
How Verteks Can Help
Verteks offers onsite IT support as part of our managed services arrangements. Our team can come to your facility regularly or on an emergency basis. We’ll work with you when developing your managed services plan and throughout our relationship to determine the best mix of onsite and remote services to meet your needs.
Whatever arrangement you choose, you can rest assured that the Verteks team is monitoring your IT systems and taking steps to ensure that they’re secure, available and performing optimally. Let us help you maximize the value of your IT investments and optimize your environment to best support your operations.
