Find out if your provider offers you a choice of SaaS solutions deployment solutions including the option to host the service behind your firewall. This allows you added control you may be looking for without any of the issues related to maintenance of the application. Really a best of both worlds approach for some companies and organizations.

Another option you may want to investigate is on your licensing needs. Are you buying too many or too few licenses? With concurrent licensing, customers know their investment is not going to waste and can quickly and cost effectively scale up or down as the need arises. Make sure your solution still allows you to track the individual activity of your support operators.

With the emergence of solutions that offer secure remote support, companies have a significantly better way to troubleshoot, fix, administer and maintain their IT systems and computers remotely to troubleshoot and repair, computers, laptops and even mobile devices such as smart phones or embedded devices such as blood analyzing machines.

Using a variety of Web-based tools, including chat, remote control, VOIP and video, these solutions enable IT managers to virtually "see, diagnose and reach into" and repair devices via the Internet. This capability helps eliminate costly visits to customer locations and long and sometimes difficult calls.

Instead the customer experiences a proactive fix or rapid resolution of an issue in play. This is a powerful capability for your IT team and offers a superior support experience for customers.