10 Questions Every Business Should Ask Its IT Support Provider

When your IT is working well, your team can get on with their jobs. When it isn’t, even a small problem can interrupt customer service, delay work and take up valuable time.

Your IT support provider should help you prevent problems, protect your business and plan ahead. You should also understand what you’re paying for and who to contact when you need help.

Whether you’re reviewing your current arrangement or choosing an IT support provider in North Wales, these ten questions will help you have a useful conversation.

1. How quickly will you respond when we need help?

If your team cannot access emails, files or essential software, you need to know how to get support and what happens next.

Ask how your provider prioritises issues, what support hours are included and when someone can attend your premises if remote support is not enough.

It’s also worth understanding the difference between a response time and a resolution time. Acknowledging a problem does not mean it has been fixed. Your agreement should clearly explain the service you can expect, including how you’ll receive updates while an issue is being resolved.

2. Are you proactively monitoring our systems?

You shouldn’t always have to report a problem before your IT provider knows something is wrong.

Ask which devices and services are monitored, whether this includes servers, networks, Microsoft 365 and backups, and who acts when an alert appears.

For example, a server running low on storage or a backup that has stopped completing needs attention before it causes wider disruption. Monitoring should lead to action, with clear responsibility for investigating and resolving issues.

3. How are you protecting our business from cyber threats?

Cyber security can feel complicated, but your provider should explain your protection in plain English.

Ask how they address risks such as phishing emails, malware, ransomware and unauthorised access. The conversation should cover software updates, device protection, email security, account access and staff awareness.

You should understand what is included in your support agreement, what requires additional investment and where any gaps remain.

If you’re considering Cyber Essentials or Cyber Essentials Plus, ask whether your provider can help you understand the requirements and prepare your business for assessment.

4. Is multi-factor authentication enabled on our important accounts?

Multi-factor authentication, usually shortened to MFA, adds another check when someone signs in. This helps protect an account even if its password has been stolen.

Ask your provider to review Microsoft 365, remote access, administrator accounts and other essential business systems. They should explain which accounts have protection enabled, identify exceptions and recommend suitable improvements.

Where supported, passkeys can provide stronger protection against phishing. Your provider should help you choose an appropriate sign-in method and make sure staff can recover access securely if they lose their phone or device.

5. Are our backups tested, and can we recover our data?

A message saying “backup successful” is reassuring, but you also need confidence that your information can be restored.

Ask your provider:

• What systems and data are backed up?

• How frequently do backups run?

• Where are they stored, and how are they protected?

• When was the last successful restore test?

• How much recent work could we lose, and how long could recovery take?

The NCSC recommends checking that backups contain your important data and knowing how to restore them.

Your provider should explain what recovery would mean for your business, including which systems would need to come back first.

6. What is our plan if we suffer a ransomware attack?

If an attack makes your systems or files inaccessible, you need a clear plan for getting help and restoring operations.

Ask who would lead the response, how you should contact them and what your staff should do if they suspect an attack. Your provider should be able to explain how they would assess the incident, contain its spread, investigate what happened and organise recovery. Discuss how you would keep essential work moving while systems are unavailable.

Agree these responsibilities in advance, including any specialist support or additional costs that sit outside your usual IT agreement.

7. Who has administrator access to our systems?

Administrator accounts can make significant changes to your devices, software and security settings. You should know who has that access and why they need it.

Ask how permissions are reviewed, how administrator accounts are protected and what happens when an employee or supplier no longer needs access.

For everyday work, staff should use standard accounts wherever possible, reserving administrator access for tasks that require it. Regular access reviews also help identify accounts that should be removed or disabled.

8. How often will you review our IT with us?

Your business changes over time. Your IT support should keep pace.

Regular reviews give you an opportunity to discuss recurring issues, security, backups, ageing equipment and upcoming requirements. They should also help you plan spending before replacements or upgrades become urgent.

If you’re recruiting, moving premises or introducing new software, your provider should help you understand the implications.

You should leave each review with clear priorities, agreed actions and a better understanding of how your technology supports your business.

9. What are you doing to prevent recurring problems?

If the same issue keeps coming back, ask what is being done to address its cause.

Repeated connection failures, slow computers or unreliable software can gradually become accepted as part of the working day. They still cost your team time.

Ask how your provider uses support records, maintenance, software updates and hardware planning to improve reliability. Where a problem involves another supplier, establish who will coordinate the work.

A useful answer should explain the improvements being made and how you’ll know whether they are working.

10. Are we getting good value from our IT support?

The monthly price is only part of the picture. Consider how much disruption your team experiences, whether staff can get help easily and how confidently you can plan your IT spending.

Ask your provider to explain what your agreement covers, including onsite visits, licences, equipment and project work. Any additional charges should be clear. It’s also worth reviewing whether you’re paying for software you no longer use or missing features in tools you already have.

Good value means having support that fits your business, with clear costs and practical advice.

Looking for managed IT support in North Wales?

You don’t need to be an IT expert to ask these questions. Your provider should give you clear answers and help you understand what is working well, what needs attention and what happens next.

Based in Ruthin, Boyns provides managed IT support for SMEs across North Wales and the North West. Our friendly team offers remote and on-site support, proactive monitoring, ongoing maintenance and practical guidance to help you plan ahead.

We also provide cyber security services, including support with Cyber Essentials and Cyber Essentials Plus.

Want a clearer picture of your current IT setup? Book an IT review with Boyns or call 01824 702211 to discuss your business’s needs.