The Value of Support – What to look for when evaluating your service provider

Not all hosting companies have a good client support system.  As a healthcare or financial provider you need to make sure that you not only look at their security, uptime and service availability, but you should also call references to discuss their support system.  Are they readily available?  How efficient are they in handling issues?  How well do they answer questions?  Do they know your business?

Since a quality support system is so paramount in any business relationship.  Those are some of the questions you should ask before choosing a cloud-based hosting provider.

All the tools I need

A typical support desk should have at least  a phone system (with call logging), a ticketing system, and knowledge base form that is self-service.  You should be able to get all this from one solution, then pick the features that fit how your organization prefers to be supported.  However, many providers offer a limited tool set that forces you to use their methods to support your needs.  Look for a flexible provider that is able to meet all your needs.

Pricing scheme

The pricing scheme should be simple and straight-forward.  You should choose a provider that has an all inclusive support model.  Therefore you’re not in a rush to get off a support call because the time is billable, or left wondering if you should engage your support provider with an issue because it may be billable.

The pricing scheme to choose is the one that is most simple, easy to understand most to meet all of your needs. This makes it easy to budget for the customer-service costs.


Is it customizable to meet the needs of the practice or firm? You want a support desk that is flexible to meet the needs of the practice or firm and doesn’t inconvenience the patients or staff.

Support availability is important. If your practice is open 24×7, 365 days a year, you’ll need to choose a support vendor to meet those requirements.

Strike this paragraph and write something about support availability (answering when you call) and familiarity of the practice (understanding their applications and clinical workflow). 

Reporting: actionable and informative

The support desk should be able to interact most effectively with you and your staff.  Using their tools they should be able to report on your peak support hours, common themes and is any of your employees or locations are experiencing recurring issues.

Not only is it important to have these tools in place, but knowing how to apply the information.  Analyzing support reports can help prevent future issues and ensure proper support coverage based on your needs.


As you go about your search, make sure that the above qualities and features are met.  Check out the support provided by Netgain for IT hosting solutions.

Courtesy Photo Via: Stuart Miles/

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