Your cloud solution could be missing something. We’re not talking about bandwidth, security or service level agreements (though these things are all important). We’re talking about customer service.
Often businesses evaluating potential cloud vendors are focused so much on tech specs that they don’t think about the matter of interacting with the vendor after the contract is signed. Sometimes this isn’t an issue if you’ve chosen a good provider. Other times, however, you might find that getting the support you need is like pulling teeth.
The following three categories can help you identify if a potential service provider will be a help or hindrance to meeting your data and application management goals.
Are the cloud provider’s representatives trying to sell you services you don’t need, or are they dedicated to helping you build a backup solution that’s right for you? To get the most value out of your cloud solution, you need to make sure you’re not paying for products and services that you won’t use or that don’t do what you need them to.
What type of technical assistance does the provider offer? Support options could include self-service, phone support, on-site, in-house, outsourced or a combination.
It’s also important to know when assistance is available. Is the support provider — whether it be your vendor or a third party — only available during business hours? Is the company in the same time zone as you? Be sure to find out what level of support to expect and make sure you’re comfortable with it.
Knowing who will be offering your support can be almost as important as knowing the type of support you’ll receive. If you’re using a managed cloud service, are the people who will be handling your data certified engineers? Even if you manage your own data, will you have access to qualified help desk agents to resolve any issues?
Working with the right vendor can make a world of difference in how effective your cloud solution is for your business. To read more about best practices for implementing a cloud solution, read this post.