Finding the best IT support company can make a measurable difference in how businesses manage growth, protect systems, and meet evolving IT demands. According to CompTIA’s SMB Technology Buying Trends report, 64% of small and mid-sized businesses say technology directly supports their business objectives. Meanwhile, a study by Network Depot revealed that 59% of small businesses struggle to implement or manage new technologies, making support essential to avoid setbacks.
These are ten questions every organization should ask before choosing an IT provider, and how the answers can help determine the right IT support business.
The Right Questions to Ask Your IT Service Provider
The following are some essential questions to help you find the best it support company:
What is Your Average Response and Resolution Time?
According to Zendesk’s 2025 Benchmark Report, more than half of consumers will make the switch to a competitor after only one bad experience. Ask about both response time and how long it typically takes to resolve issues. Compare this data with what potential providers offer, and ask for documented response logs or SLAs.
Businesses should ask for actual performance metrics and compare them to industry standards. Understanding how issues are tracked and escalated can reveal how structured the provider’s support system really is.
Do You Offer 24/7 Support and Monitoring?
In today’s interconnected environments, threats and technical problems can occur at any hour. Confirm whether the provider offers around-the-clock monitoring, alerting, and issue resolution. It’s also helpful to ask how after-hours support works, whether it’s a live team or automated alerts, and how quickly problems are addressed during weekends or holidays.
IBM’s 2023 Cost of a Data Breach Report noted that organizations that extensively used security AI and automation identified and contained breaches 108 days faster on average than those without these technologies.
What is Your Strategy for Cybersecurity?
Ask about their multi-layered defence model. The best IT support companies have a comprehensive security posture that includes endpoint protection, network security, email filtering, firewall management, and phishing simulation. Equally important is user awareness training. Verizon’s 2023 Data Breach Investigations Report revealed that 74% of breaches involved human factors.
Additionally, ask how frequently their systems are updated and whether they conduct simulated phishing campaigns or security assessments for clients.
How Do You Manage Data Backup and Disaster Recovery?
Businesses must have confidence that data is routinely backed up and can be recovered in a crisis. Ask about the provider’s Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs), and whether recovery procedures are tested regularly. According to IBM’s 2023 Cost of a Data Breach Report, organizations with high levels of incident response (IR) measures, including tested disaster recovery plans, incurred $1.49 million less in breach-related costs and resolved incidents 54 days faster than those without.
Businesses should also confirm if backups are stored off-site or in the cloud and whether there is support during data recovery to minimize internal disruptions.
Are Your Services Scalable as Our Business Grows?
The best IT support provider will offer scalable solutions that grow with your business, such as onboarding new locations, handling hybrid cloud infrastructure, or supporting remote teams. Look for flexibility in their pricing model and capacity to adjust service tiers over time. Scalability should also cover license management, onboarding new users, and adjusting to seasonal changes in IT demand without renegotiating contracts.
Can You Provide Industry-Specific IT Support?
Industries like healthcare, law, and finance often require compliance with strict regulations. Ask if the provider has experience supporting similar clients and if they understand requirements such as HIPAA, FINRA, PCI-DSS, or FERPA. Ask for specific tools or compliance checklists that the provider uses for your sector. This helps evaluate how well they understand operational requirements unique to your field.
What Level of Onboarding and Transition Support Do You Offer?
Ask for a clear outline of the onboarding process, covering system assessments, user setup, infrastructure documentation, and initial audits. A detailed transition plan ensures systems are accounted for and reduces the risk of knowledge gaps or service delays. Ask whether they provide detailed network mapping or training sessions for internal teams as part of the onboarding package.
Will We Have a Dedicated Point of Contact?
Establish whether your business will be assigned a primary contact who understands your network setup, personnel, and goals. A dedicated contact improves accountability and reduces confusion when seeking help. You may also want to confirm how many clients each account manager handles to understand availability and attention levels.
What are Your Certifications and Vendor Partnerships?
Choose IT support with relevant certifications such as CompTIA Security+, Microsoft Certified Professional (MCP), or ISO 27001. These qualifications show that the provider stays updated with the latest standards and best practices. Ask when the provider last completed certification training or renewed their credentials to evaluate their commitment to maintaining technical expertise.
Can You Provide References or Case Studies?
Request 2-3 examples from clients similar to your size or industry. Look for metrics around downtime reduction, improved performance, or resolved vulnerabilities. Case studies that reflect clear ROI can offer more insight than general marketing claims. Request examples of businesses similar to yours that achieved measurable improvements in uptime or security through their partnership.
Making the Right IT Support Decision
From minimizing downtime to strengthening cyber security practices, the best IT support company will play a valuable role in helping businesses run smoothly and plan for growth. By asking the right questions and comparing services across providers, organizations can make informed decisions that lead to better long-term outcomes.
Imagine IT is a regional leader in IT support, offering strategic guidance, responsive support, and proactive monitoring to organizations across industries. As an experienced IT support company, we help businesses align technology with their goals, from infrastructure management to security and compliance.
Need local expertise? Our managed IT services in Wichita, Sterling, Zeeland, Bloomington, and Garden City are built for organizations seeking dependable, business-focused support.
Start a conversation today to find the right IT support business for your needs.
