In contrast to the average four to eight-hour wait for a reaction to an IT support ticket, these most recent metrics demonstrate why the specialist managed IT firm has also recorded 97% customer satisfaction, backed by a 100-day guarantee and free IT system audits for new commercial clients.
Average Response Times for UK Business IT Support
Expedited responses are important for businesses experiencing IT crises, such as sudden outages, system faults, network errors or cyber security breaches. However, the standard waiting period of up to eight hours has prompted thousands of digitally reliant companies to re-evaluate the outsourced IT support services they use.
Technical IT issues can, of course, be complex and varied. Still, the responsiveness and ability of an outsourced or managed IT provider are pivotal to customer experiences and the impact of downtime on customer service, productivity and profitability.
Most outsourced IT support providers report help desk response times, which indicate the time lapsed from a ticket being raised and logged in their system to the time they initiate a dialogue to resolve the problem or assess the circumstances to recommend an appropriate fix.
Part of the issue may be that many help desks are staffed by customer response staff rather than suitably qualified IT technicians and engineers, without the knowledge, qualifications or skills to adeptly diagnose an issue, implement an immediate patch, or advise the client on resolving the problem.
A large majority of IT issues are under remote management, but delays in resolution times may be costing UK businesses millions of pounds in lost revenue, where so many organisations depend on connectivity and interactive systems to enable sales, enquiries, quotes and communications to continue uninterrupted.
The Importance of Service-Level Agreements in Outsourced IT Support
Ingenio Technologies explains that service level agreements (SLAs) are one of the fundamental features any business should look for when outsourcing IT assistance or contracting a third-party managed IT provider to help deal with outages, glitches and network errors.
SLAs ensure businesses have confidence that their outsourced IT support provider is engaged in service delivery rather than relying on ad hoc and uncontracted remote assistance that can take several hours to become available, even in business-critical IT situations.
Simon Smyth, Managing Director of Ingenio Technologies, says: "We are delighted to have continuously achieved 99% response rates, with the remaining 1% of support tickets responded to within 20 minutes, primarily due to out-of-hours emergency response requests.
Our commitment to 15-minute responses is representative of our dedication to exemplary customer service and ensuring every client in every sector has the professional expertise available on demand to help them deal with IT concerns, downtime or delays.
From our origins in 2005 as a small Sussex IT support provider, we are proud to have grown substantially. We now support clients across the commercial industries and provide comprehensive IT support with excellent response times to meet and exceed client expectations.
Our grounding in transparent pricing, jargon-free communications and swift remote systems responses set us apart, supporting our near-100% customer satisfaction ratings, as indicated by our client reviews and testimonials.”
Improved Outcomes Linked With Rapid IT Support
Any IT issues with a sense of urgency command an expedited reply, with the most common problems relating to:
- Network security and loss of data or backups.
- Failure of legacy software or hardware.
- Heightened digital safety risks and communications outages.
- Inability to log in or access a system and accidental data deletions.
- Access refusals to necessary systems.
In a digital world, tech is essential to businesses that count on their systems to communicate with customers, handle enquiries, and follow processes. Where challenges occur, reactivity from an IT support provider is crucial to help secure data, prevent cybersecurity breaches, patch vulnerabilities, and restore system access.
The benefit of working with an effective managed IT provider is difficult to quantify, but with an average server outage lasting for 55 minutes at the cost of £6,000 every 60 seconds, choosing an expert provider with proven responsiveness may be an investment worth considering.
Read more about Ingenio Technologies - IT Support Specialists, Ingenio Technologies, Warns Businesses To Be Mindful Of New Cybersecurity Challenges
About Ingenio Technologies
Ingenio Technologies is a business IT support company based in Brighton that has grown to become a recognised leader in business IT support and cyber security in Sussex. We are known for being proactive in everything we do, and our organic growth is based purely on referrals from happy customers.
Ingenio Technologies Ltd
Phone: 01273 806211
Email: [email protected]
Publisher: Woya Digital PR
Source Company: https://ingeniotech.co.uk/