Comparing services from providers is always a challenge.
To assist you we have provided a list of questions we suggest you ask before signing an agreement with a hosted desktop provider:
Meet the vendor: Try to have at least one face to face meeting.
Speak directly to support? Try calling the support line at least once.
Make sure the service is provided from at least a Tier 3 data center. Most providers claim to be in tier 3 data centres but most are not; for an understanding of what Tier’s mean please visit our blog “Data Center Tiers – What does it all mean?”.
Ask to visit the Hosted Desktop providers data centre? It is a good idea to go and see where your data is going to be stored.
Understand the support service level agreement, find out how long it should take to receive a response to your support enquiry. Then ask about the escalation process, a reputable Hosted Desktop provider will have processes in place and be able to provide time lines.
Ask to see a process document explaining what you will need to do to go live upon the Hosted Desktop platform.
Do they have a maintenance plan in place to continually improve the Hosted Desktop platform? Things like: Microsoft updates, Office version upgrades. Is this managed for you?
Is the Hosted Desktop platform proactively monitored? If so how?
Is the price offered the price you will really pay? Often suppliers will advertise a single price but then hide hidden costs that become apparent when you go live upon the system.
Make sure the contract has a trial period of at least 3 months.
Are the bills itemised and what are the terms e.g. if monthly when are user licenses counted?
Do they carry “N+1” for all equipment used? This simply means for every piece of equipment they have running to provide the service they have a spare or spare components to replace every part of it.
Understand the terms of the contract length and notice periods.
Are all elliments of service provided from the UK?
Is all data stored within the UK?
How often are backups taken and how long are they stored?
