How to choose an IT support company
Before you sign an IT support contract, it's worth knowing how the provider works day to day. These are the questions that tell you.
Updated 2-minute read
Organisations depend on technology every day, so the choice of IT support company matters. A good provider is judged on how much they prevent and how quickly they respond.
Whether you're comparing managed IT services for the first time or reviewing a contract you've had for years, these are the questions to ask.
How much of the work is proactive?
Reactive support means problems only get tackled once they've caused disruption, which leads to recurring faults and frustrated staff. A good provider monitors your systems continuously and fixes the underlying cause.
Ask whether patching and monitoring come with the standard service or cost extra.
Response and resolution times in the contract
Ask what response times the contract commits to, and how they differ for an outage compared with a routine request. Check whether those times apply around the clock or only in office hours.
What happens on site, and where
Some problems can't be fixed remotely. Ask how quickly an engineer can be on site, and which of your locations the contract covers.
A local provider has an advantage here. Osiris is based in Norwich and provides IT support across Norfolk.
Security that should come as standard
Security belongs inside everyday IT support. Expect your provider to keep systems updated and monitored, and to help you meet standards such as Cyber Essentials.
Ask whether multi-factor authentication and backups are included. If they're add-ons, cost them in before you compare quotes.
Who holds the admin accounts
Ask who holds the administrator accounts for your Microsoft 365 tenant, firewall, domain name and backups. You should always have your own access, even if the provider does the day-to-day work.
That protects you if the relationship ends or a key person leaves.
Reporting and reviews
Ask what reporting you'll get and how often you'll review it together. Regular reviews are where you find out whether the service is keeping up with the business.
Support that scales with you
Your needs change as you take on staff or open a new site. The right provider adjusts the service around you, so you're not locked into a rigid package.
Getting out of the contract
Check the notice period, and what the provider hands back when the contract ends. That should include documentation and admin access, so a new provider can pick up without a gap.
