Hire a Computer Networking Firm with a Short Response Time

Article from San Francisco Business Times (9/15/2006) by Susan Smith Hendrickson

One of the most annoying phrases a businessperson can hear is "the network is down."

That phrase always elicits a groan because computer networks are critical to running most businesses. Chances are your business has a computer network to allow employees to share files, a printer, a database and applications with ease.

With so much at stake, it's wise to have a computer network consultant on call or under contract to keep your network running, troubleshoot problems and make software and hardware upgrades.

There are three types of computer network consultants: a firm with a local office, an online firm or independents, usually a one- or two-person show. Internet and small shops are the most cost-effective, but have limitations.

"If you decide to work with an Internet-based computer network consulting firm, make sure they have a local resource," said Nick Pegley, vice president of marketing at Redwood City-based All Covered.

With a one-person shop, if another client has an emergency at the same time, you may be out of luck. "A one-man show ... can only be responsive to the point where he gets too much business," said Lawrence Flores, president of San Francisco-based ProActive Network Consulting.

To help you determine the best computer networking firm to hire, inquire about the following:

• Services offered. Besides fixing what breaks, they should do monitoring, maintenance and disaster recovery.
• System of documentation. "You want to hire someone who can show you how they operate," said Flores. He recommended looking for a company that documents what they've done with your system. ProActive, for example, evaluates and then goes over a client's facility, Internet, network, PCs, applications and users.
• Desire to be a strategic partner. The right network consultant can serve as a CIO for a small business, said Pegley, helping figure out what tech infrastructure is needed to grow. A strategic consultant will offer advice such as building security into your network and planning a back-up strategy.
• Response time. "While you may not need someone onsite at two in the morning, it's good to know that someone is always available," said Pegley of All Covered. ProActive guarantees a response within 90 minutes.
• Track record. Always check references and choose a firm in business for a few years.
• Certification. One way to judge skill level is by certification. Microsoft, Cisco and other tech providers certify those skilled in their technologies.
• Specialization. Most network consultants work on PCs. Not everyone provides Mac support. Some applications require a specialist or support from the software publisher.
• Insurance. "A consultant needs liability insurance in case it drops a computer during transport," said Flores. "And it should have fixed and errors and omissions insurance."

The cost of computer networking services varies. Some firms are moving toward fixed monthly prices. To decide the right amount of services, Flores suggested thinking about the cost of your network being out.

"Some studies estimate the cost to be $1,500 an hour," he said.