The document describes the worst and best ways to provide technology support to small businesses. The worst approach is reactive, expensive, blames problems on others, provides limited services, and is unpredictable. The best approach, called B.E.S.T., is proactive, uses remote monitoring to fix issues before they happen, provides 24/7 support from experienced local technicians, and guarantees no downtime for customers. Under a B.E.S.T. plan, customers pay a fixed monthly fee for support that improves productivity and reduces downtime.

1. A Better Way: “ B.E.S.T.”