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The 6-Point Self-Assessment

Is Your IT Provider Comfortable, But Not Right?

Nobody leaves an IT provider because of a feeling. They leave because of an incident. Score your current relationship in about two minutes and find out where you actually stand, before the incident picks the date for you.

1 = never. 5 = consistently. Answer from evidence you could actually produce, not from how the relationship feels. Nothing you enter leaves your browser until you choose to send it.
1Response
Documented response and resolution times, reported without being asked. They can hand you a 90-day ticket report showing time to first human reply, time to resolution, and reopen rate. Ask: What percentage of our critical tickets were resolved within an hour last quarter?
NeverAlways
2Recurrence
Root causes eliminated, ticket volume trending down. The same printer, VPN, or login does not keep reappearing in your history. Fixing one issue eleven times is one unsolved problem, billed eleven times. Ask: What are our top three recurring issues, and what is the plan to end each one?
NeverAlways
3Security
Defenses upgraded in the last 18 months. MFA enforced everywhere, managed detection with humans watching 24/7, advanced email security, patch evidence, and a backup that has actually been restored in a test. An unrestored backup is a theory with a filename. Ask: What did you add in the last 18 months, and what did you recommend that we declined?
NeverAlways
4Strategy
A living roadmap, a budget forecast, and a clear position on automation and AI. Hardware refreshes are planned, not discovered. Support keeps you running. Strategy keeps you competitive. Ask: What should we be doing in the next 12 months that we are not doing today?
NeverAlways
5Commercials
Transparent pricing, no surprise invoices, and you know your own renewal terms. You can state your renewal date, your termination window, any early exit fee, and exactly what onsite and after-hours work costs. Ask: When does our agreement renew, and when does the window to change it close?
NeverAlways
6Partnership
They know your business as well as they know your network. A partner shows up with a plan you did not ask for. A vendor shows up when you call. Ask: What did you bring us last year that we had not already requested?
NeverAlways
0
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Pegasus Technologies  |  610-444-8256  |  Kennett Square • Media • Bethlehem • Wayne, PA