02 Dec 2025

Do Not Switch Your IT Support Company Until You Have Read This Article

Choosing the wrong IT support partner can cost your business time, money, and customers. Before you sign anything, ask these essential questions—because the right IT partner should prove they’re worth trusting.

1. Can you provide reference customers I can speak to?

Nothing reveals the truth like speaking to real clients. Ask for several references—not just one hand-picked cheerleader. You don’t need to call them all, but the company’s willingness to share them speaks volumes.

When speaking to references, ask:

Do they do what they promise, when they promise it?
How responsive are they?
Do they communicate clearly throughout an issue?
Do they stick to agreed budgets?
Would you hire them again?

If the answer to that last question isn’t an immediate yes, walk away.

2. Do you specialise in small businesses?

Many IT providers try to support every type of organisation—from micro to enterprise. But small businesses need something different: practical help, clear explanations, and genuine guidance.

Look for a provider who:

Understands the realities and pressures of running a small business
Can provide hands-on support and advice
Speaks in plain English—not geek-speak

If they can’t explain complex things simply, they don’t understand them well enough.

3. How big is your company?

Size matters—but not the way you might think.

Too small (e.g. one-man band) = nobody to help if they’re sick, away, or busy.
Too big = you become a ticket number instead of a valued client.

You want a partner that’s small enough to care, but big enough to cope. Make them prove they have the resources to support you consistently.

4. How are our support costs calculated?

Many IT companies charge per user or per device, which often means you’re paying too much.

Example: A 50-employee company shouldn’t pay double what a 25-employee company pays if they raise the same number of support tickets.

Fair pricing should reflect usage and value, not just headcount.

5. How long are we locked into a contract?

Long tie-in contracts protect the provider, not you.

If they truly deliver great service, they shouldn’t need to trap you. Look for a clear and short cancellation period.

6. What are your SLAs (Service Level Agreements)?

A “guaranteed response time” only means they’ll acknowledge your issue—nothing more.

Be cautious of providers who promise to fix issues within a guaranteed period. It’s often unrealistic and used purely as a sales tactic.

Instead, ask:

How do you prioritise issues?
What proactive measures do you take to prevent problems?

7. Will we have a dedicated account manager?

A single trusted point of contact who knows your business is essential. Expect one or two consistent people—not a parade of unfamiliar names.

8. Can I see the internal systems you use?

A great IT provider should use great systems themselves—CRM, remote monitoring, documentation, automation, reporting, and more.

Ask for a demo. If they can’t show operational excellence, don’t expect them to deliver it.

9. What isn’t included in the support contract?

The devil is in the detail. Ask specifically:

Are onsite visits included?
Are change requests or minor projects chargeable?
Is all hardware included?
Do you manage third-party vendors?

Clarity upfront avoids nasty surprises later.

10. How do you manage system administration and housekeeping?

Every system needs ongoing maintenance. If you don’t have an internal IT team, your provider must actively take ownership—not just react.

Ideally, they should offer scheduled visits and reports to show the work is being done.

11. Do you offer regular strategic review meetings?

Most small businesses don’t have a CTO, which means no long-term IT strategy or planning. Your IT partner should help you stay modern and competitive.

If they can’t talk strategy, they’re just a help desk.