Most IT providers talk a good game—but how do you know they’re actually performing? At ETS, we believe in measurable, transparent outcomes. That’s why we report the metrics that matter, not just vanity stats.
Here’s how to evaluate your IT partner—and how ETS holds ourselves accountable.
1. Response Time
Speed matters. How fast does your provider respond to tickets? At ETS, we track:
- First response time
- Resolution time
- Escalation rate
Our clients have access to a live dashboard showing how fast we react—because downtime isn’t acceptable.
2. Uptime & System Availability
Your systems should be up, always. ETS tracks:
- Server uptime %
- Network uptime
- Outage root causes
We also plan upgrades and maintenance to minimize disruption—often during off-hours.
3. Backup Success & Recovery Test Rate
Backups mean nothing if they’re not verified. We show:
- Backup success rate
- Last test restore date
- Restore speed benchmarks
You should know exactly how your systems will recover before you need them to.
4. Security Event Trends
We provide reports on:
- Blocked threats
- Phishing attempts caught
- Endpoint infections isolated
- Patch compliance rate
Security isn’t invisible—it’s measurable.
5. Ticket Trends & User Experience
We help you see the big picture:
- Volume of tickets per user/device
- Repeat issue rates
- SLA adherence
- Customer satisfaction scores
This shows if your systems—and your IT team—are improving over time.
At ETS, we believe IT should be judged on results, not just availability. If your current partner isn’t reporting these, you’re in the dark.
If you are interested in learning more, Schedule a call today.