I talked with a fellow IT firm the other day and the interesting take away was that they measured success on how many support tickets they had coming in and solved. The company charges their clients on an hourly basis, so their profit is determined by their customers calling them with issues.
While this was the common even five years ago, technology and the industry has changed. Why should you pay a company to fix problems that take your business offline? This costs you potential sales, wasting employee’s time and lower your efficiencies. An IT company should be hired to keep you up and running and not be ‘rewarded’ when machines and networks go down.
When it is time to look at IT Providers, make sure they aren’t earning green while you are seeing red.