10 questions to ask before choosing a managed IT provider

Choosing a managed IT provider is a big decision. They will hold the keys to your systems, your data and, in many ways, your ability to work. Whether you are outsourcing IT for the first time or switching from a provider that is not working out, these ten questions will help you compare options properly.

Support and service

1. How quickly do you respond, and how do you measure it?

Ask for actual average response and resolution times, not just contractual targets, and how they are reported to you.

2. Who will we actually speak to?

Find out whether you will deal with a consistent team that knows your setup, and where they are based.

3. What is included, and what costs extra?

Clarify what the monthly fee covers. Projects, on-site visits, new starter setups and out-of-hours work are common areas where costs vary.

4. Do you offer on-site support?

Most issues are best fixed remotely, but you will want to know how and when an engineer can visit.

Security

5. How do you secure your own business?

Your provider has privileged access to your systems, so their own security matters. Ask whether they hold Cyber Essentials Plus or similar certification, and how they protect the admin accounts they use for your systems.

6. What security is included as standard?

Multi-factor authentication, endpoint detection and response, email security, patching and backups should all be part of the conversation, not optional extras you find out about later.

7. How do you test backups?

Backups that have never been test-restored are a hope, not a plan.

Contracts and onboarding

8. What are the contract terms?

Ask for the full terms in writing before you commit, including the minimum term and notice period.

9. How does onboarding work?

A good provider will plan the handover, document your environment and make sure nothing is lost in the move.

10. What happens if we leave?

You should always own your accounts, data and documentation. Ask how admin access and documentation would be handed back if you ever moved on.

Ask us

We are happy to answer every one of these. Read more about our managed IT support, see our Master Services Agreement, or get in touch to talk it through.