What’s an Acceptable IT Support Resolution Time?
Is your current IT support provider falling short of expectations? Tired of tickets going unanswered and support issues stacking up? Here’s the level of service you should be receiving from your managed IT support provider.
Industry Standards: What to Expect from Top-Tier MSPs
Recent data from the MSP market shows that best-in-class Managed Service Providers (MSPs) are setting new benchmarks for response and resolution times. Here’s what you should expect:
- Ticket Acknowledgement: 15-20 minutes
- Initial Response: 1-2 hours
- Resolution Time: 8-24 hours depending on the complexity of the problem.
Does your current provider measure up to these best practice guidelines?
Factors That Can Affect Resolution Times
While these benchmarks are useful, it’s important to remember that your resolution time is affected by various factors including:
- Complexity of the Issue: A simple password reset vs. a complex network failure take different amounts of time to resolve
- Hardware vs. Software Problems: Hardware issues often require on-site visits
- On-Site Requirements: Physical presence of an engineer can extend resolution times
- Availability of Parts: For hardware issues, getting hold of the right parts can affect your resolution times
- Third-Party Vendor Involvement: Some issues may require coordination with other service providers which can add to the total resolution time.
How to Evaluate Your IT Support Provider
Is your IT support provider meeting the needs of your business? Here are some key points to consider:
- Compare Performance: How do their response and resolution times stack up against industry standards?
- Assess Impact: Are IT issues causing significant downtime or productivity losses?
- Communication: Do they keep you informed throughout the resolution process?
- Proactive Approach: Do they offer preventative measures to reduce future issues?
If your current provider is falling short, it might be time to explore alternatives that can better support your business growth.
Managed IT Support From Softext
When you choose Softext as your managed IT support provider, you’ll receive an SLA (service level agreement) that clearly sets out the ticket response and resolution times you can expect throughout your contract with us.
- Rapid Response: We aim to acknowledge tickets within 15 minutes
- Swift Resolution: Our team resolves most simple issues within 30-60 minutes
- Proactive Monitoring: Our monitoring software identifies and potential issues so we can address them before they impact your business
Speak to our IT team today to discover how our tailored IT support packages can benefit your business.
