Choosing an outsourced IT support partner is a critical business decision. Trusting a third party with your company’s infrastructure requires certainty. To ensure you’re making the right choice, ask the following questions.
1. Do you specialize in my industry and business size?
Confirm they have relevant knowledge of your sector. An IT partner familiar with businesses of your size and industry is better equipped to provide practical solutions and understand your specific challenges. Ask how their specialization translates to your direct needs.
2. What is your client retention rate?
A high retention rate indicates a provider delivers on its promises. A low rate suggests clients become disillusioned and seek better service. Ask for the primary reasons clients choose to leave.
3. Is your service proactive versus reactive?
While not all IT problems are preventable, a strong partner works proactively to minimize them. If their service is primarily reactive—fixing issues as they occur—they are missing a critical component of strategic IT management. You need a partner focused on prevention.
4. Who will be responsible for my account?
Consistency in account management leads to faster problem resolution because the team is already familiar with your setup. Determine if you will have a dedicated account manager or if tasks are assigned to whoever has the lowest workload. A dedicated contact provides continuity.
5. What is the biggest disaster you’ve ever handled?
This reveals how the company performs under pressure. A transparent answer will detail how they dealt with a significant problem, what procedures were in place, and what they learned. A company that claims to have never had a major disaster is a red flag.
