How to tell if your IT provider is any good: 8 warning signs

A strong managed IT support partnership should make technology easier to manage and give your business confidence that the right support is in place. 

In this scenario, system support is initiated at an efficient pace so that your business is protected from an early stage.

It can be challenging to know ahead of time whether the provider you have chosen is going to align effectively with your organisation. Researching the provider’s history and accreditations can help you select the most appropriate company to work with on system support.

Once you start working together, there are some useful signs that can help you assess whether the service is meeting your needs and supporting your business effectively. 

How to tell if your IT provider is any good: 8 warning signs

Limited proactive support

If most support only begins after something goes wrong, it may be worth asking what proactive monitoring, maintenance and security measures are included in your service. Rather than proactively monitoring and maintaining your IT environment, they simply respond when something goes wrong. 

A managed IT provider should combine responsive support with proactive monitoring and maintenance to help identify potential issues early and reduce disruption where possible.

Learn more in our article: How to choose an IT support company: A 10-point checklist

Unclear response times

If response times repeatedly fall outside what you have been told to expect, it may be worth reviewing the service levels and escalation process agreed with your provider. When technical issues arise, delays can quickly lead to lost productivity and disruption. 

A reliable managed IT support partner should provide clear response targets, effective escalation processes and access to engineers who understand your environment and the priority of each issue.

Surprise bills

If charges regularly appear that you were not expecting, it may be a sign that the scope of your agreement or the way additional work is approved needs greater clarity. Sudden item additions that you hadn’t anticipated may also be a risk symbol. 

A professional provider should clearly explain what is included within your Service Level Agreement (SLA), how additional work is charged and which services may incur extra costs.

Browse more information here: What should an IT support contract include?

Limited proactive monitoring and visibility

If you have limited visibility of how your systems are being monitored or maintained, it is worth asking what proactive services and reporting are included in your agreement.

Without regular oversight of systems, devices and network performance, potential issues can go unnoticed until they cause disruption.

An experienced managed IT provider should continuously monitor supported systems and devices, helping to identify warning signs and investigate developing issues before they cause wider disruption.

Gaps in security oversight

Cyber security should form a consistent part of your wider IT support and management approach.

If your IT provider doesn’t uniformly apply cyber security habits or demonstrates poor visibility in their approach to cyber threats, then this could be a warning sign they are not approaching you to discuss the correct products or services. 

Recent research has shown that phishing was rated the most disruptive attack by 69% of businesses that experienced a breach or attack. An experienced provider can help reduce this risk through appropriate technical controls, monitoring and cyber security guidance.

Proactive monitoring, regular data backups and robust incident response plans are all indications that a provider is experienced and able to deliver the right level of security care for your business. 

Find out more here: The hidden risks of outsourcing IT support

No accreditations

Without formal accreditations, such as Cyber Essentials Plus or recognised partner status, an IT provider does not have independent verification of their capability to maintain security standards, manage technical competence and oversee operational processes. 

We hold a variety of industry accreditations at Integrity, including the Cyber Essentials Plus certification. We are also a Microsoft Solutions Partner and Sophos Gold Partner, helping us to protect your organisation from evolving cyber risk.

Inconsistent communication

Clear communication is particularly important during significant incidents, when your business needs to understand what is happening, what action is being taken and when further updates will be provided. 

Vague feedback or unclear documentation may also be a sign that the provider is not able to support your business properly.

A professional and experienced managed IT provider should be in regular contact with your business in order to keep you updated on system security updates, upcoming areas of concern or maintenance projects that require your attention. 

Read more here: Thinking of switching IT providers?

Limited capacity to scale with you

As your business grows, your IT support arrangements should have the capacity to scale alongside you. If not, your growth could be impacted or longer downtimes might become more disruptive and costly.

An accomplished external IT provider will typically be able to scope your requirements and broaden their service offering to help you secure essential project resources and implement these where needed. 

Discover a dependable managed IT service provider

Changing IT support providers may sound like another prolonged task for your to-do list, but it can actually be easier than you think. 

Whether you’re ready for a new provider or just starting the search, we’re here to help with IT support.  Recognise these 8 warning signs? Book a no-obligation second opinion with our team.