At SymTec, we're constantly evolving to meet our clients' needs. Recently, we've onboarded several new clients and, regrettably, have also received notice from a client ending their services with us. This situation has underscored a crucial lesson: satisfied clients rarely leave their IT providers. It often takes significant pain for a client to consider switching. As a result, we are committed to understanding how we might have fallen short and what we can do to improve. Our goal is to make every client’s experience exceptional.

The client ending their services shared in their cancellation notice that SymTec had been great to work with over the years, helping to stabilize and improve their systems. However, they had additional responsibilities that required an in-house IT employee. We remain on good terms and have developed a plan to support their new IT staff, ensuring a seamless transition. SymTec will continue to provide some tools to supplement their in-house IT efforts.

Common Concerns About Changing IT Providers

Prospective clients often ask about the process of changing IT providers. Here are some common questions and our responses:

  • What can I expect from my current IT provider that I am transitioning away from?
  • What should I expect for interruption and inconveniences while we transition IT services?
  • What happens if my current provider is uncooperative?

Addressing Transition Challenges

One business we recently assisted had suffered a data loss due to a ransomware attack. Despite a similar incident a few years prior, they stayed with their IT provider out of fear of change. Unfortunately, their continued loyalty led to another security breach.

Another client experienced regular system outages that their previous provider couldn’t resolve. Within five months, they decided to switch to SymTec. In this case, the former provider was uncooperative, refusing to assist during the paid 30-day cancellation period. These extreme cases highlight the pain that can push businesses to change providers.

Smooth Transitions with SymTec

Most transitions, however, are smoother. Professional parties typically understand their responsibilities and cooperate throughout the process. Here’s what you can expect when transitioning to SymTec:

  • Positive Interactions: While your current provider may be frustrated about losing your business, they should remain professional and cooperative.
  • Documentation and Access: SymTec maintains detailed documentation and a run book for your systems. Your current provider should create admin account access for us, allowing us to take control of most systems seamlessly.
  • Minimal Disruption: Most solutions can be deployed remotely, with less than 10 minutes of disruption per user and no site downtime. Administrative staff will need to provide additional information to ensure secure management of your IT environment.
  • Handling Uncooperative Providers: If your previous provider is uncooperative, the process is more complex but can still be done with little business disruption. Rest assured SymTec is confident in its abilities to assess your systems and take the necessary steps to get you access to all your systems.  Should device resets be necessary, this will be done after hours to minimize disruption. We will take extreme caution to protect your data and keep your environment Secure.

Moving Forward with Confidence

We understand that changing IT providers can be daunting, but we encourage you to evaluate your current circumstances thoroughly. A competent IT provider like SymTec will know your systems and anticipate potential challenges.  As an extra precaution SymTec Implements a robust temporary backup solution with service implementation, This will remain in place until we verify a reliable backup is in place and your data protected.

For the client leaving SymTec this month, we are grateful for the opportunity to have supported them and are committed to a smooth transition. We maintain a positive relationship and will continue to provide the necessary support to ensure their protections remain intact.

At SymTec, our goal is to make your IT transition seamless and positive, improving your employees' experience from day one. If you find that your current IT circumstances are not meeting your needs, we are here to help you transition confidently and securely.