Ten questions to ask before you hire an IT provider

Choosing an IT provider is hard because the important differences don't show up in a proposal. Every provider says they're responsive, proactive and secure. These questions get past that. Ask them of any provider, including us.

1. What exactly is included, and what costs extra?

Ask for the list in writing. The surprises are usually projects, on-site visits, after-hours work and new-employee setup.

A good answer is specific: these things are in the monthly fee, these are quoted separately. Be wary of "everything's covered" with nothing behind it. We publish ours on the plans and pricing page.

2. How do we get help, and how fast?

Ask how staff raise a problem, what hours are covered, and what response time they commit to. Then ask what happens outside those hours.

A good answer gives a method, hours and a number, and is honest about the limits.

3. Which security tools are included in the price?

Some providers quote a low monthly fee for support and then sell security as extras. Ask what's on every computer from day one.

A good answer names the layers: protection that watches for ransomware, email filtering, multi-factor authentication, backup. Our security checklist lists what should be there.

4. How do you protect your own business?

Your provider holds the keys to your systems. If they're breached, so are their clients. This is the question most firms never ask.

A good answer covers multi-factor authentication on their own tools, who on their team can access your systems, and how that access is recorded. Hesitation here tells you a lot.

5. What happens when someone joins or leaves our firm?

Ask how a new hire gets set up and how fast access is removed when someone goes.

A good answer is a process with a timeframe. Removal should be the same day, for the reasons in our offboarding checklist.

6. How do you back up our data, and when did you last test a restore?

Ask what's backed up, where it's kept, and how long a full recovery would take.

A good answer includes your cloud email and files, not only the computers, and a date for the last test. See does Microsoft 365 back up your data?

7. Do you work with firms like ours?

A provider who knows your profession understands your software, your deadlines and the rules you answer to. A tax practice in March and a law firm before trial have little patience for someone learning on the job.

A good answer names the kind of firms they serve and the questions those firms get asked. We work only with professional firms; see the industries we serve.

8. Can you help us answer security questionnaires and insurance forms?

If your clients or your insurer send these, you need a provider who can supply the answers and the evidence.

A good answer is yes, with examples of the documents they produce. See what cyber insurers ask.

9. What are the contract terms, and how do we leave?

Ask about the length of the agreement, the notice period, and what you get when it ends.

A good answer confirms that your passwords, documentation and data are yours and will be handed over. A provider who makes leaving difficult is telling you how they keep clients.

10. Who owns our accounts and licenses?

Your domain name, your Microsoft or Google account and your software licenses should be in your firm's name, with you holding the top-level access.

A good answer is that you do. If the provider owns them, you can't leave without their cooperation.

How to use the answers

Compare providers on these ten, then on price. The cheapest quote often leaves out security or backup, and the gap shows up later as an extra invoice or an incident.

If you'd like to put these questions to us, book a free IT and cybersecurity review. To compare cost first, the plan builder shows the monthly price for your headcount, and what managed IT costs explains how the pricing works.