Review Their Response Time and Support Policies

By Vincent Aguirre / January 10, 2025

Why Response Time Matters for Nonprofits
When technology issues arise, swift resolution is crucial to maintaining operations and donor trust. A clear understanding of your partner’s response time and support policies ensures you’re prepared for any scenario.

Questions to Ask When Evaluating Support Policies

1. What Are Their Response Times?

How quickly do they acknowledge support requests?
What’s their average resolution time for common issues?

2. What Levels of Support Do They Offer?

Do they provide emergency support outside of business hours?
Are there tiered plans based on your nonprofit’s needs?

3. What’s Included in the Agreement?

Are training and updates part of the package?
Are additional fees required for certain services?

Tips for Evaluating IT Support Providers

Look for reviews or testimonials from other nonprofits.
Request a service level agreement (SLA) to outline expectations.
Test their customer service by submitting a trial request.

Partnering with a responsive and reliable support organization ensures your technology remains an asset, not a hurdle.

About The Author

Vincent Aguirre

Over the last decade, as founder and President of Distinct, Vince has worked with over 400 small businesses and nonprofits. He holds a Bachelor’s Degree in Computer Science from DePauw University and is an MBA candidate with Quantic School of Business and Technology. He brings a passion for listening to client needs, understanding their challenges, and developing creative solutions that help them grow. Vince has worked with organizations of all sizes from solopreneurs to companies with 400+ employees and ranging from pre-revenue to 40M+/year in revenue. Vince is a proud son of Chicago's South Side and currently resides in Greencastle Indiana with his wife Shelby and son Xavier.