Start with what needs support
Before comparing providers, list the systems people rely on every day. Support should cover more than broken laptops. It should include users, devices, email, cloud platforms, networks, backups, access, security, vendors, and the systems that slow work down when they fail.
- List the tools, devices, networks, and locations that need support.
- Separate urgent issues from routine requests and project work.
- Identify who can approve access, purchases, changes, and downtime.
- Note the problems your team keeps raising more than once.
Ask how the provider works
Good IT support should be clear before a ticket is raised. Ask what is included, how response times are handled, who owns vendor follow-up, how security issues are escalated, and what happens when a request is outside the support agreement.
- Confirm response targets for urgent, high, normal, and low-priority requests.
- Ask who manages Microsoft 365, Google Workspace, domains, devices, and cloud accounts.
- Check whether onsite work, projects, after-hours support, and vendor management are included.
- Request examples of reporting, documentation, and regular review meetings.
Make security part of support
IT support and cyber security should not be treated as separate afterthoughts. The provider should help keep access controlled, devices patched, backups tested, and leaving staff removed from systems quickly.
- Confirm multi-factor authentication, admin access, password rules, and user offboarding.
- Check device protection, patching, email security, backup, and restore testing.
- Make sure system notes, admin accounts, vendor contacts, and recovery steps are documented.
- Agree how security risks, incidents, and repeated problems will be reported.