Choosing an IT Provider: Support Triage vs SLA (Service Level Agreement)

* Choosing the right IT provider can be a complex process... In this video, we'll help you make the right choice when it comes to choosing the right IT Service Provider. Do they have a Support Triage or SLA? We'll discuss the key differences between them and how each will impact your business needs.

Timestamps:
0:00:00 Introduction to the topic of IT support triage and SLA
0:00:34 Explanation of SLA and its limitations
0:01:34 Explanation of the triage method used by Kirkham IronTech
0:05:04 Comparison of triage vs. SLA, especially for security events
0:05:56 Importance of prioritizing security over SLA
0:06:45 Conclusion and invitation for future topics

Key Takeaways
* SLA (Service Level Agreement) promises a response time but does not guarantee problem resolution or immediate work on the issue.
* Kirkham Irontech uses a triage method to prioritize IT support tickets based on their impact on the organization, number of users, and productivity.
* The triage method ensures that more serious issues are addressed first, while less critical issues are handled later, prioritizing urgent problems.
* Triage is essential for managed security services, where response times must be much faster than a typical 4-hour SLA.
* Kirkham Irontech prioritizes security over IT, making the triage method even more effective.
* Businesses should question IT providers about their triage process and whether they triage before or after meeting SLA requirements.
* Starting with triage is more effective than focusing on SLA, as it ensures that serious issues are addressed immediately.
* Triage is considered a best practice for IT support and security management, as it allows for a more responsive and effective approach.
* Managed security service providers should prioritize security over other IT services, and businesses should be cautious of providers that focus too much on SLA.

ABOUT KIRKHAM IRONTECH:
Kirkham IronTech Solves IT & Cybersecurity Problems for SMBs with Cybersecurity, IT & Co-Managed Services for your business. Learn more about these services here:

IT Managed Services: https://www.kirkhamirontech.com/managed-it-services/
Cybersecurity Services: https://www.kirkhamirontech.com/managed-cybersecurity-services/
Co-Managed Services: https://www.kirkhamirontech.com/co-managed-it-services/
vCIO / Fractional CIO Services: https://www.kirkhamirontech.com/fractional-cio-virtual-cio-services/

Stay Connected:
🌐 Visit our website: https://www.kirkhamirontech.com/
📸 Follow us on Instagram: https://www.instagram.com/kirkhamirontech/
♪ Follow us on TikTok: https://www.tiktok.com/@kirkhamirontech
👍 Like us on Facebook: https://www.facebook.com/kirkhamirontech
🤝🏽 Follow Our Company on LinkedIn: https://www.linkedin.com/company/kirkhamirontech

TOM KIRKHAM
🌐 Learn more about Tom at www.TomKirkham.com
https://www.kirkhamirontech.com/books/
📗 Get The Cyber Pandemic Survival Guide a #1 Best Seller on Amazon https://a.co/d/3Jsxbv7
📘 Get Hack The Rich a #1 Best Seller on Amazon https://a.co/d/eXNqwXn

#bestpractices #informationsecurity #informationtechnology #businessownertips #itprovider #businessdecisions #support #itsupport #itservicemanagement

Скачать видео