How do you choose a good support service?
There are a few things we’d recommend to look out for when selecting the right SharePoint partner.
If support hasn’t been mentioned during the sales project phase, then alarm bells should be going off. Companies that aren’t asking how you plan to support your project aren’t there for the long haul and do not have your best interests in mind.
Not asking for feedback during the support process is another sign – but how do you know if they collect feedback if you’re not a paying customer yet? Easy, ask. Businesses offering a good service will be collecting feedback to help them continually improve that service and they’ll be more than happy to shout about it.
Skill levels of the support team is another key factor to consistently good support, but again, it’s hard to assess especially prior to onboarding.
If a salesperson only talks about one support person, or you spot they have a high turnover of staff, these are generally warning signs pointing to inconsistent support.
You should ask about lead times on ticket responses, SLA’s and request customer references.