The importance of real 24/7 technical support
Companies today depend on technology to carry out practically all their business processes. If there is an incident related to any aspect of the software, hardware, networks, access to the cloud, or similar, a problem is generated that can have serious negative consequences for the company (loss of information, customers and prestige, periods of inactivity or economic losses, among others).
In this current environment where technology has become the core of the business, having a service provider that knows how to provide technical support that guarantees business continuity at all times is a priority for any company.
Although there is a wide range of companies that provide 24/7 support, it is necessary to know what characteristics are necessary to obtain real 24/7 technical assistance and rest assured that any incident will be dealt with immediately, regardless of when it occurs.
What is it and why is it so important?
Digitization and migration to the cloud are two aspects that every company must address today in order to be competitive and succeed in a market marked by globalization and high technological dependence.
There are many causes that can affect a computer system and make it stop working or do it poorly, such as the dreaded cyber attacks, hardware failures or problems with software or network accesses. For this reason, it is important that businesses have IT support 24 hours a day, 7 days a week, guaranteeing that business activity does not suffer interruptions, being able to resolve any incident without the services and servers suffering from it.
How to hire the best technical service for your business
When hiring the best technical service for your business, you must take into account a series of factors to achieve guarantees that the systems always work optimally and that, in the event of any incident, an immediate response is received.
The main aspects that should be considered when looking for a provider that takes care of the technical service of your company are:
Real 24/7 technical support
The online technical support to be hired must always be available. When a 24/7 service is contracted, real care must be provided regardless of the time the incident or problem occurs.
Today, many companies work outside their time zone, either because they operate in international markets or because they have business units in different countries. The services for these companies must always be available, so it is important that they have real support that can act at any time of the day to guarantee business continuity.
Trained and experienced technicians
A 24/7 technical support that manages the IT resources of a company must have qualified and experienced technical personnel, capable of addressing any problem and finding the optimal solution in the shortest possible time.
A 24/7 helpdesk service that will not provide a high level of problem-solving is not the same as a 24/7 service that has technical personnel of level 2 and 3 as unlimited, who are trained and have the experience to face and solve any incident that occurs, regardless of its severity.
Many customer support services are dehumanized using automated processes like chatbots. These resources are interesting to speed up customer service, but the real key to being able to offer an efficient and decisive support service is having real technicians with high training and experience solving complex problems and incidents.
Some companies do not have or limit access to their most advanced technicians, causing troubleshooting to take longer than necessary. In unlimited, the reaction to any incident is immediate, always counting on the participation of a high-level technician to reduce the resolution of the incident as much as possible.
High reaction capacity
One of the keys to having the best 24/7 technical support service is the speed of reaction when a problem arises. Having advanced monitoring tools such as Nagios or Zabbix accelerates the ability to react by detecting problems early, even allowing to act before they occur.
With monitoring, downtime in the event of an incident is minimized, and you will be able to sleep peacefully knowing that there is always someone on the lookout for IT capable of solving any problem that may arise.