5 Steps to Take Before Calling Your Managed Service Provider

managed IT services IT supportWhen you become a managed IT services client, your provider will help you will all sorts of technology problems.

You’ll never have to worry about lacking the knowledge or resources to keep your IT environment running.

Ideally, your managed service provider (MSP) will treat you like you’re their only client. However, realistically, they’re working with many other businesses that are also experiencing IT issues.

A good MSP will never minimize your service request. But, to run their business efficiently, they will have to triage issues from all clients.

The KR Group works with customers at the beginning of their contracts and walks through the different elements you should know. This includes the following basic steps to take before submitting a service request:

  1. Check the power
  2. Check the cables
  3. Restart the device
  4. Close the application
  5. Check for updates

These steps apply to everyday IT problems, such as a desktop not turning on or an email application failing to reload.

However, they will not address every issue, which is why having a managed IT services contract can be so beneficial.

Additionally, if you’re experiencing an IT emergency, including any security-related problems, it is always best to call your MSP and request support.

 

1.   Check the Powermanaged IT services IT support

As cliché as it sounds, it’s always a good idea to verify any device causing issues has power.

This includes checking if it is plugged into an outlet or surge protector, but you can also take a couple of additional steps.

For example, if the device is connected to a surge protector, make sure it is plugged in and turned on as well.

You can also test the outlet to rule out any electrical problems causing your device not to turn on.

 

2.   Check the Cables

Along the same vein of thought, you’ll next want to move on to checking individual cables to ensure nothing was purposely or accidentally disconnected.

You could even try unplugging and re-plugging individual cables to see if something was misconnected.

There’s a chance the problem is more significant, but reviewing cable connections is a simple way to make your MSP engineer’s job easier and even potentially solve the problem on your own.

 

3.   Restart the Device

Once you’ve determined power and cables aren’t the issues, then you can try restarting the device.

Keep in mind that this could cause you to lose any unsaved data, so if you have something you can’t risk losing, don’t feel pressured to restart the device.

When you submit a service ticket to your MSP, let them know you haven’t tried restarting the device. A good engineer will keep this in mind when trying to resolve your issue.

In the end, the engineer may still need to restart the device, and you could lose your data. However, they can try a few other tricks before resorting to that option.

 

4.   Restart the Application

managed IT services IT supportThe same principle applies to individual applications that are causing problems.

By forcing an application to close and restarting it, sometimes, the issue will resolve on its own.

Restarting an application poses the same data loss risks as restarting a device. While it is isolated to the application you’re closing, you should still know losing data is a risk.

Don’t count on automatic save features to back up your data. (Yes, I’m talking about you, Microsoft Word.)

Again, if this poses a significant problem for you, let your MSP know when you ask for support.

 

5.   Check for Updates

Sometimes, a lapsed update can be to blame for sudden IT problems.

Once you’ve tried the previous measures to no avail, check for updates as the cause of a problem.

If one is readily available, moving forward with an update may address your frustration.

Often, updates include patches and fixes for issues other users have reported so that it could address your specific problem.

You can also drop your MSP a line about the possibility of an update if you want to check for their go-ahead.

 

When to Ask Your Managed Service Provider for Help

The purpose of having a managed IT services contract is to have a lifeline for technology issues, big or small.

While the above steps are quick steps to take to see if you can resolve the issue before an engineer can work on your problem, there are certainly issues requiring technical expertise from your MSP.

Additionally, your MSP should never ask you to do something you’re uncomfortable with. If this includes restarting applications or checking cables, your MSP will perform those troubleshooting steps when they come to help.

Keep in mind that checking the power supply and cables, restarting devices and applications, and performing updates are the basic steps and won’t resolve all — or even most — issues.

Consider these measures as steps that can save you time if they do work, but they shouldn’t replace your managed services contract.

For more information on what service to expect from an MSP and how to request support, check out our free guide to a managed services contract.

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