Does Your Boston IT Provider Clock Out at 5PM?

I think when most people consider the phrase or hear the song “It’s Five O’ Clock Somewhere” the first thought is about having a drink and relaxing.

That idea is because work typically ends at 5pm so you can lay back and kick your feet up. What about your Managed Services Provider? Do they close at 5pm? Maybe their support doesn’t end at 5pm but if you want it, you will have to pay a premium for it. I mean, it’s entirely possible that the team you’re used to working with between 9am and 5pm checks out and even though you still get support after 5pm, it’s outsourced to people who have little to no experience with how your business operates. In fact, you not only lose the familiarity, but you also lose a sense of consideration or personal touch. 

5pm says a great deal about how your MSP views service delivery principles and more importantly, you! When my CEO bought this company at the tender age of 19, one of his first contracts included support for Disney both in Anaheim and Orlando. Long before he was married or had kids, there was a coast-to-coast support dynamic for locations that closed many hours after 5pm on the east coast. An even greater contribution was the fact that Disney didn’t close its door at 5pm in Anaheim (8pm EST) so 24-hour support was necessary. 

Many years ago, we began supporting healthcare. Since we were a business whose foundation was laid on after-hours coast-to-coast support the demands of those in healthcare wasn’t something to transition into but simply incorporate. The foundation was laid years before that.
We have always said that IT Support is a 24×7 job. At 5pm servers don’t shut off. The internet doesn’t get unplugged. Corporate resources don’t become inaccessible. For any MSP to prioritize their bottom line over the value of its partnerships is poor decision. 

 

Every agreement Auxzillium has offered includes 24×7 support that isn’t outsourced or charged at a premium. None of this means: “Wow, Auxzillium loves to work 24×7!” Honestly, who can really say that? Who wants to say they can’t have a work/life balance? What Auxzillium has always endeavored to do is implement technologies in a way that maximizes uptime limiting disruptions.
Anyone can say they do these things, but as technology changes it’s incumbent on your MSP to gain experience across more than a single vertical. This creates exposure which results in massive benefits to your business. 

Before you say: “Why did you go from 24×7 support to MSP experience? Well, your business needs solutions that are stable which limit outages. That means, when after-hours support is needed you can limit its criticality by isolating those impacted. Auxzilliums 24×7 support isn’t just staff answering the phone after 5pm. It’s also the effort that goes into limiting its need.