4 Pillars of a Solid IT Support Plan

Posted by Steven Vigeant on 1/10/13 8:40 AM

Full coverage IT support

Keeping your hardware up and running at peak efficiency improves productivity and minimizes the risks of data loss. IT support acts as your defense against unplanned system downtime, server crashes, security risks and other technology related problems. Your IT support plan must be comprehensive for total protection. A custom IT support plan should include all four elements of support: Onsite, Remote, End-user and Emergency services.


  1. On-Site Support Services - Many technical issues can be diagnosed and solved using remote access, but with hardware problems, you need a technician on-site. Printers, work stations, servers and portable devices all need routine maintenance. This falls under the heading of on-site IT support services. Having the ability to call in a technician to handle these issues enables your company to plan for outages and maintenance.
  2. Remote IT Services - Once all hardware is running optimally, much of the maintenance can be handled remotely. Software updating, network administration and security protocols are all issues that Remote IT services deal with routinely. Outsourcing these tasks helps keep your IT costs minimal while still giving you access to expert help.
  3. End-User Support - Even when your network is up and running properly, individual users can still run into problems. A network printer may not recognize a work station. A particular work station may be running slowly due unintentionally installed malware. A specific user might need a security exemption made for a particular website. All of these things require an IT support person who is available to your staff. This can be someone on-site or remote, but they need to be accessible to your general employees.
  4. Emergency IT Services - Regular maintenance and support does not prevent the unanticipated. Even with top notch security, your email server could be hacked. A virus could make it past your antivirus software. A fire, flood or other physical emergency could compromise your system. When these problems occur, you need IT support now, not in 24-hours. Make sure you have a contract for emergency IT services with a local provider, ensuring service within a very narrow window.

These four support services come together to provide an almost seamless protection package. Even with them the unescapable fact remains that technology breaks down. The goal of a great IT support plan is not to get rid of all potential failures. Even with multiple redundant backups, that is always a possibility. Instead, a great IT support plan should give you the flexibility to respond to issues related to technology swiftly and with confidence, all while staying under budget.

The Ultimate Small Business Guide to IT Outsourcing

Topics: IT Outsourcing, Small Business IT Support, IT Support