Protect your money from the kooks!!
Why the "only-when-we-need-you" support method is a recipe for disaster.
I hear it more often than you would expect. It starts like this…
“We are looking for someone to call when we need help.” The implication is clear - we only need help when the chips are down.
This is a no-win situation for a service provider, especially one that prides itself of proactive network management.
These customers don’t want to spend any time (read money) keeping their network up and running properly but when the inevitable disaster appears on their doorsteps they want to call in the big guns to magically cure years of neglect and disrepair with a few keystrokes.
I have seen it time and time again - these are the same companies that even after you have ridden to their rescue on the white horse and pulled a rabbit from your hat they want to question your bill - “Why did fixing all my problems accumulated over the past five years take you 4 hours to fix, I think it should have only taken you 1 hour!”
Here is a twist, I don’t want to look after my diet, don’t want to exercise; I want to smoke, drink and over-eat to my heart’s content - the catch is that I am looking for a doctor to call (and be there at a minutes notice) to help me fix things when they go off track! Do you have any good doctors you can suggest? I will bet not!
Why?
Because any doctor that would allow themselves to be trapped into this no-win situation is a kook to begin with.
Don’t go looking for a kook in your network support firm - find one who takes a real interest in the long-term health of your network - one that will give it to you straight - even when you don’t want to hear it!
These are the folks who provide ‘real’ value. Value is not found in not spending any money on preventative maintenance and then relying on a miracle to save the day! Lack of proper management, maintenance and planning does NOT save you money. It costs you money - mostly in lost productivity, surprise support bills and frustration.
If you want someone to call “only-when-you-need-them” all you will find is a kook.
Find a good provider and stick with them. When the chips are down - you will see the difference between a real IT partner and a kook!
