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6 Factors to Consider When Selecting Your IT Support Provider

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Having a reliable IT support provider is crucial for businesses of all sizes, particularly as our society revolves around technology. Whether you’re a startup or an established company, outsourcing your IT needs to a competent provider can save you time, money and most importantly, headaches. However, with so many options available, choosing the right IT support provider can be a daunting task. To help you to make an informed decision, we’ve compiled a list of six essential factors to consider when selecting your IT support provider.

1.      Expertise & Experience

One of the most critical factors to evaluate when choosing an IT support provider is their expertise and experience in the industry. It’s important to look for a company that has a proven track record of successfully managing IT systems and supporting businesses that are similar to yours. In order to gather more of an understanding, you can assess their experience with relevant technologies, certifications and partnerships with industry-leading vendors. A knowledgeable provider with a background in serving your sector will be better equipped to handle your IT infrastructure, troubleshoot issues efficiently and offer valuable insights for improvement.

2.      Range of Services

Consider the range of services offered by the IT support provider to make sure they can meet your current potential future needs. To do this, assess your current specific needs and ensure that the provider can address them comprehensively. From network management and security to cloud solutions and disaster recovery, make sure the provider can offer the support that you need to keep your business running smoothly.

It’s also important to consider scalability as your IT requirements may evolve over time. Choosing a provider that can accommodate your future needs will save you the hassle of switching providers later. You want to invest in a service that can grow with you, it needs to be a long-lasting, trustworthy relationship.

3.      Response Time & Availability

When IT issues arise, a quick response time is crucial to minimise downtime and to mitigate potential losses and stress. It’s essential to enquire about the provider’s average response time and their availability. An ideal IT support provider should be accessible when you need them the most and demonstrate a commitment to resolving issues in a timely manner.

4.      Service Level Agreements (SLAs)

Service Level Agreements (SLAs) outline the terms and conditions of the IT support provider’s services, including response times, issue resolution times and overall performance guarantees. Carefully review the SLAs provided by different vendors to ensure that they match your business requirements. Be sure to pay attention to factors such as guaranteed uptime, escalation procedures and penalties for breaching the agreement. A clear and well-defined set of SLAs helps to set realistic expectations and provides a basis for holding the provider accountable.

5.      Proactive Approach to Maintenance & Security

Prevention is always better than cure, especially when it comes to IT infrastructure. A reliable IT support provider should have a proactive approach to system maintenance and security. You can enquire about their strategies for regular system updates, patch management, data backup and disaster recovery. Additionally, emphasise the importance of strong cybersecurity measures and query about the provider’s practices for threat detection, prevention and incident response. A proactive IT support partner will help you avoid potential issues and ensure the ongoing stability and security of your systems in all areas.

6.      References & Client Testimonials

Before finalising your decision, request references and client testimonials from the IT support provider. It’s crucial to reach out to their existing or previous clients to gain insights into their experiences. Ask about the provider’s communication, reliability, problem-solving capabilities and overall satisfaction with the service. This will give you a wider picture of the sort of company they are and if they are a suitable match. A reputable IT support provider will have a strong portfolio of satisfied clients who can vouch for their expertise and professionalism.


Selecting the right IT support provider is a critical decision that can greatly impact your business’ success and productivity. By considering factors such as expertise, services offered, response time, SLAs, proactive maintenance practices and client testimonials, you can make an informed choice that aligns with your business needs.

Remember, a reliable IT support partner should be able to provide comprehensive solutions, offer proactive maintenance and security measures, and demonstrate a strong commitment to your success. Investing time and effort in selecting the right IT support provider will pay great dividends in the long run, ensuring a smooth and efficient IT infrastructure that supports your business growth.

Tier3 IT Solutions – your new IT Support Provider in Edmonton

As the leading IT support company in the area, Tier3 IT offers comprehensive solutions tailored to meet the unique needs of businesses. With our experienced team of skilled technicians, prompt help desk support and proactive approach to IT management, Tier3 IT ensures that your technology infrastructure is in capable hands. From network monitoring and cybersecurity to cloud services and data backup solutions, Tier3 IT has you covered. Experience unmatched reliability and efficiency with Tier3 IT. Contact us today!

president tier 818x1024 1

Hi, I'm Jesse and I look forward to speaking with you.

An IT Support partner that you can trust.

I’m proud of the team we’ve assembled and the service they provide to our clients.  It’s because of them that we’re able to make a positive impact in our clients’ businesses and the communities we serve.

Our clients run businesses that depend on technology to operate but don’t have the expertise in-house to manage all the aspects of their Information Technology.  Our unique service delivery model is focused on a business first approach whereby we seek to understand what you’re trying to achieve, and how technology can help you move closer to those goals.  I’d love to connect with you to talk about how we might be able to help you improve the Stability, Security, Strategy, and Supportability of your network.