Every day, cyber criminals attempt to infiltrate email channels and damage or compromise critical business data. For your cloud email security service to effectively shield your business in real time from spam, scams and other malware variants, they just provide a support team that’s ready to go above and beyond.
Unfortunately, technical support is one of the areas where many email security services fall short. Ask yourself, does your provider offer full, 24/7 access to support technicians who are Tier-3 trained and have a 98% first-call resolution rate?
Here are three aspects of technical support that have a significant impact on your company’s productivity and security:
1. Response Time
If you encounter problems that disrupt your email system, it slows the pace of your business and disrupts business as usual. When your entire corporate email flow is in the hands of an external provider, you need to know that timely and helpful support is available 24/7, in case something goes wrong.
To avoid delays and disruptions that hurt your company’s productivity, your email security support staff must be readily available by phone, and agile enough to sort out and quickly resolve your issue. Choosing a security partner that resides in the same country as your business helps ensure efficient and effective communication.
2. Expertise Level
Many cloud email security companies divide their technical support into “tiers,” with lower-tier employees serving as the initial point of contact for customers who are experiencing problems. Depending on the severity of your situation, the team may need to escalate the issue internally before you’re finally connected with a technician capable of resolving the issue.
This type of support relies heavily on callbacks, which typically result in long wait times. Conversely, if your service provider offers advanced, Tier-3-trained technicians, the person who answers your call is able to solve your issue, without making you wait for a more senior technician to call you back.
3. First-Call Resolution Rate
Too often, tech support staff seem eager to get you off the phone instead of helping to resolve your overall issue. For your company to remain secure and productive, you need email issues resolved quickly, so it’s important to work with a provider that boasts a high first-call resolution rate.
The key to fast resolution is having Tier-3 support personnel. Technicians with this level of expertise are capable of handling the most difficult or advanced problems, typically on the first call with a customer, due to their analysis methods and troubleshooting expertise.
Email vulnerability presents a major opportunity for malware and other cyber-attacks to infiltrate your network. Too often, email security services cut corners on the level of support they provide, resulting in mediocre functionality and service. Look for a provider that offers 24/7 access to Tier-3 trained technicians in order to shield your company from ever-present cyber threats.
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