Imagine a pizza place. They have the best pizza in the world, so people flock from everywhere just to get a taste. Then they switch to delivery only. The problem is that the delivery driver’s car breaks down regularly, and the box doesn’t keep the pizza hot. It’s hard to imagine they’d have much a customer base after that.
IT is quite different than the pizza industry, but the point still stands: the best product in the world won’t be profitable if it’s not reliable. This is incredibly common in the IT world: a client is incredibly satisfied with their service, but once errors start popping up, it’s make or break time.
In order to keep clients from running for the hills, those errors need to be handled quickly and efficiently otherwise their business loses money. But support usually takes time as it goes down the chain of command. A client may not be able to fully articulate the problem or the service tech may need more information to solve the issue. The bug may take hours to find and fix, and during the time, the client is struggling to manage without valuable data they need to be productive.
This is especially a problem in the cloud world as IT steps back and allows the vendor to control infrastructure. It’s expected in the relationship that the vendor can do a better job managing the infrastructure at a lower price, but in reality, not all vendors can do this.
It’s extremely important to make sure that the vendor can deliver on all of their promises, especially if the cloud is where crucial applications and data are centralized. The most innovative product really isn’t one that has the best tools and features; the most innovative product is one with solid infrastructure.
A cloud needs to be available 24/7 with no maintenance windows and no downtime. It needs to be built to scale up and down without problems. It needs to be secure– more secure than any client thinks they need. And it needs to evolve. The IT world is constantly changing, and the cloud should gain new capabilities along with it.
Any cloud vendor can promise these things and more but making sure that they stick to their promises is a different story. Before choosing a service, ask how the infrastructure provides these protections. A few questions can protect productivity, saving a business time and money.