5 questions to ask a managed cloud solutions provider before making a commitment

A major shift from traditional business IT resources, cloud computing allows companies to host their servers, storage, databases, networking, software, analytics, and intelligence from anywhere and on any device. The cloud allows for innovation, speed, and flexibility — all of which are crucial not only in general, but especially as more workplaces begin instituting work from home policies.

Once you've decided to make the transition into cloud computing, you'll need to select a managed cloud solutions provider that you can trust to handle your valuable data. Here are some questions and topics to keep in mind while meeting with potential providers.

Since they'll be helping you store and manage important information, the cloud provider you choose should be able to answer any questions you have and resolve issues quickly.

"What we hear frequently from customers that came from other providers is that the sales process was great, but the live support was lacking. We've designed our support team to be 24/7 with no outsourcing, so they're all subject-matter experts in their particular skill sets," said Duane Barnes, vice president and general manager at RapidScale, a global managed cloud services provider. "Another thing we do is measure our support, so every ticket that gets closed has a corresponding survey, and we compile them to form a customer satisfaction score."

"If I'm a prospective customer and I'm looking for a managed cloud provider, I would say, 'Hey, what's your support like and how can you prove it to me?'"

According to Barnes, customers should also use this time to inquire about what their contract entails and if there's a way out in case they become dissatisfied with their service.

Some businesses may already be familiar with the cloud, while others will be starting their migration from scratch. No matter what the case may be, a cloud provider should be able to clearly outline what the process will look like and what steps you'll need to take to facilitate it.

"In many cases, customers will say, 'This looks great, and I'm really interested in moving from a traditional IT model to a cloud-based technology model, but how do I get there and what's the roadmap to migration?" said Bob Buchanan, senior director of sales at RapidScale. "I've worked for a number of different providers in this space, and that's a huge gap — when cloud providers wait for customers to get to them. A huge value proposition is to be able to say 'We will use our tools, our support staff, our methodology, to get you to where you need to be.' We're not just waiting for you, we're helping you on the journey here."

Cybersecurity attacks are a serious concern, with over 2,000 occurring each day, according to Security Magazine. Since some of your most sensitive information is stored in the cloud, you should feel confident your provider has ample safety measures in place.

In many cases, simple employee education can be the most effective security strategy.

"The biggest threat to a company's intellectual property isn't hackers, but rather it's more likely to be hackers that get into the environment because of employees making mistakes. That's everything from writing your password down on a sticky note to not investigating email addresses properly," said Barnes. "We combat that with user awareness training and end-point management, the latter of which helps us figure out what devices they're using to access the network, then making sure that device is properly encrypted and uses two-factor authentication. Just those small steps can prevent 99% of security breaches."

A unique benefit of the cloud is you should only pay for what you're using. In order to make sure you're getting the storage and access you're entitled to and not being overcharged, you should ask your provider how they plan to share that information with you.

"Customers want transparency. They want to know that they consumed X amount of resources in a given month. Can they see those numbers in real-time? Does it directly align with their invoice?" said Buchanan. "While there's an advantage to consuming that technology on-demand versus the traditional IT model, customers don't want surprises. Providers should be able to tell them what they're consuming today, what they might consume tomorrow, and what they'll be charged for it."

When using a traditional IT system, you're more easily able to control your entire network — and understand exactly what security controls you need. When you move to the cloud, compliance becomes a little trickier, especially for industries with more sensitive security standards.

"Compliance is key, and even more so depending on the industry the customer is in. A healthcare company is going to look for specific compliance protocols that apply to their industry, like HIPAA and HITRUST. You want to make sure that the provider you choose is familiar with the rules and regulations that come with that particular compliance," said Barnes. "Almost every reputable service provider will advertise that they're SOC, or Service Organization Control, compliant. I emphasize the word 'advertise' because you can put anything on your website, and unless somebody calls you out on it, you can get away with it. I would encourage businesses to ask for the SOC report in order to make sure their cloud provider has what they need to operate properly."