Technical Support Services; Real-Life Challenges We’ve Seen with Our Clients
| Author: | Hagar Hadad |
|---|---|
| Last updated: | |
| Categories: | Technical Support |
| Reading time: | 3 mins |
Technical support can be highly effective in resolving issues and maintaining productivity, but it also presents significant challenges if not managed proactively.
In a recent interview, we sat down with Khaled Arafah, our Service Delivery Manager, to discuss the most pressing challenges that we face and how to overcome them. If you’re an MSP, chances are you’ve dealt with at least one of these.
Most Common Technical Support Challenges We’ve Seen with Our Clients
While talking, we learned that there are three main challenges that FlairsTech has seen with clients. These challenges are as follows:
Managing Downtime in Tech Support
Unexpected downtime is the number one technical support issue. When systems go offline, even briefly, it can stop operations, frustrate staff, and cost thousands in lost productivity.
According to the Ponemon Institute, the average cost of downtime is $9,000 per minute. This can easily add up and cost the company millions of dollars every year.
Khaled’s solution for downtime was to offer 24/7 monitoring and automated alerting, clear SLAs and rapid-response teams, and root cause analysis to prevent recurrence.
Keeping Up with Updates/Integrations for Software
Software evolves fast. New versions, patches, security fixes, and third-party integrations are constantly being released, and keeping systems up to date without breaking functionality is a growing challenge.
Our support team has fixed this problem by planning update rollouts, managing integration points across platforms, and ensuring system uptime during upgrade cycles.
Challenges that Come Up with Releases
Whether it’s a software deployment, platform migration, or major version release, unexpected issues often arise during or after releases. These could be bugs, configuration conflicts, or compatibility errors.
Industry-Specific Challenges
We also asked Khaled if there are any industry-specific challenges and if there are certain industries more prone to tech support issues.
He answered this question by saying the following: “Yes, different industries face specific challenges due to the nature of their operations, systems, and compliance requirements. For example, the financial sectors often require strict compliance, and healthcare usually struggles with certain integrations across platforms.”
He also added that many manufacturing firms rely on legacy systems that are deeply embedded in operations. These older technologies often lack modern support structures and require careful modernization to avoid disruption.
While talking about the industries more prone to technical support issues, he mentioned finance, healthcare, and e-commerce, saying that they’re more prone to compliance and security issues.
What Makes FlairsTech’s Technical Support Services Different than Competitors Today?
Khaled believes that what sets us apart is our proactive approach; we don’t fix issues, we anticipate them and look for signals before they become disruptions.
We also tailor solutions according to the client; our support is designed to fit your systems, workflows, and industry challenges, not the other way around.
Finally, we provide consistent support across different platforms and portfolios, making us a true partner and not just an MSP.
With over three years of experience in writing clear, research-backed technical content, Hagar is an SEO Blog Writer who specializes in breaking down complex technical topics into engaging, SEO-optimized articles. Her work is grounded in credible sources and expert perspectives, making technical subjects accessible and valuable to readers.
I use 8 years of content quality and excellence experience to make sure the content you read is accurate, backed by real industry data and insights, turning complex info into credible takeaways.
