What kind of customer service should you expect from your MSP?

What kind of customer service should you expect from your MSP?

As a business owner, you understand the importance of partnering with an experienced managed IT services provider (MSP) like XBASE Technologies. After all, your MSP manages key areas in your organization such as IT systems, security protocols, and the upkeep of communication networks.

However, it can often be difficult to know what level of customer service you should expect from your provider. If you’re not sure what to look for or how to assess your MSP’s customer support performance, you can refer to these key indications that an MSP can deliver outstanding customer service.

Their customer service team is available 24/7

Your concerns deserve to be taken care of in a timely manner. There is nothing more frustrating than having an issue arise without adequate resources to address it immediately. This is why, when choosing an MSP, you should choose one that offers responsive, 24/7 customer service.

With round-the-clock support, you get access to qualified experts at any time of the day or night, which helps ensure that any technical issues can be quickly resolved, reducing downtime and associated costs.

They have a highly skilled team of experts

The best MSPs have a team of experts who can give the highest quality of customer service. These specialists can provide tailored advice, professional guidance, and support in various areas, from technology investment to system implementation to breach prevention.

Professionals with deep knowledge and expertise can also give you the assurance that your data is safe, especially if the MSP has years of experience securing data.

They conduct regular maintenance and updates

Regular maintenance and updates are key to keeping your data secure. Your MSP should provide these services to guarantee that your systems have the latest software patches and security protocols, as these can prevent attackers from exploiting unpatched system vulnerabilities.

Regularly maintaining and updating systems can also reduce overall downtime and optimize all computing devices for peak performance, resulting in a far superior customer experience for end users.

They proactively monitor systems

Dependable MSPs conduct proactive monitoring to detect any potential issues. Proactive monitoring helps MSPs identify any irregularities in the system before they arise, allowing their team to resolve any issues efficiently and avoid downtime. It also allows them to recognize any weak points in the IT infrastructure that might lead to a breach, so they can take corrective measures right away.

There is clear communication about all services offered

Excellent customer service means that everyone starts off on the same page and can build a trusting relationship over time. Partnering with an MSP should be a transparent process wherein customers understand exactly what services they're receiving and the costs associated with these.

An MSP must also clearly communicate pricing, service coverage, and other related concerns, including any additional costs and relevant fees, to avoid surprises. You should never feel nervous or get hit with unanticipated expenses after signing up for an MSP's services.

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They understand industry best practices for data privacy and security

When deciding on who to trust with data privacy and security, it’s important to look for an MSP that understands the industry inside out. Not only should they have knowledge of the current trends in data management and relevant compliance laws, but they should also have certifications that show their proficiency in cybersecurity and related fields.

Due to the ever-changing nature of commercial, government, and legal standards, you need an MSP partner that can keep up with all available tools and protocols to keep your business competitive and up to date. Your MSP of choice should go beyond baseline customer service and be willing to invest the time into understanding your business environment so they can implement appropriate security measures based on your specific needs.

At XBASE Technologies, we take pride in having a responsive customer service team that’s knowledgeable, efficient, and transparent. Call us today to get the IT support your business deserves.