3 Ways IT Service Companies See Their Clients (and why PCA is different!)
Scenario #1: “We charge you by the hour so you only pay for what you need.”
In this “break-fix” philosophy, your IT provider bets on the fact that your technology will break and that they will be able to charge you a premium to come and fix it. You are charged per hour for support (maybe with a discount for prepaid blocks of time). The technician arrives to fix a specific issue and, since they need to schedule enough of these visits each day to pay for their overhead the tech will not spend any extra time 1) doing preventative maintenance to avoid the same problem in the future like installing updates, patches or virus protection or 2) teach you how to correct the problem next time it happens. Why would they? They make money every time they need to fix it. The tech simply wants to complete enough tasks and billable hours each day to keep the boss happy.
This may work for home users but let’s face it, you have a business to run and every minute your employees sit around for a computer issue or can’t help a customer is money out of your business.
In the end, you end up paying for the technician to come out along with the employee(s) who couldn't work due to the issue.
Scenario #2: “We’ll visit you at regular scheduled intervals to do some proactive maintenance.”
Whether it’s once or quarter, or even once a month, your tech company may schedule regular preventative maintenance on your computers and network. These visits are scheduled out on specific dates and times with specific time allotments to allow for as many appointments per possible each day. When the tech visits your office, they complete a series of proactive maintenance tasks to keep your IT running well. This sounds pretty good so far, right? Unfortunately, the tech usually doesn't have the flexibility to go over the allotted time, especially without getting approval to bill you. If the tech finishes early you pay the same amount, whether it was 15 minutes or 2 hours. Tech support companies love this model because it gives them guaranteed billable hours and they take no risk because if you need more help, they simply bill you by the hour.
Plus, if there is a new update or patch you are left exposed until the next scheduled visit, or they charge you an additional fee for a second visit.
Scenario #3: The PCA way!
As a local business owner we are in the same position as you and we treat you that way so we do things differently. Our mission is to give you piece of mind- for your budget and your IT. At PCA we combine the best aspects of hourly support and the best aspects of preventative maintenance, add a live help desk that anyone in your company can call anytime without an extra fee, and roll it all together into an easy to budget flat rate. To keep your costs low and you happy, we've invested in an infrastructure that can automatically monitor your servers and workstations (all day every day), detecting problems before they cause you downtime. The flat rate includes security patches, updates for your virus protection, and much more. And, so you can sleep soundly at night, we offer all of this 24 hours a day, 7 days a week. We can even include unlimited on-site support visits!
Looking to do things differently? Fill out the form below and get started today with a package to meet your budget and your business.
Still have questions? Download the attached report “16 Critical Questions Every Small Business Must Ask Before Hiring and IT Company” and put us to the test.