How to switch IT support companies

All good things come to an end. When you work with an external IT support company, you won’t be with them forever. At some point, you’ll have reason to break up and move on.

Maybe you’ve outgrown their offerings. Maybe their support isn’t as hands-on as you’d like. Or maybe you have differing opinions over tech specs and best practice.

Whatever the reason, you might be avoiding it. It can often be easier to stay together than break up, right? 

You might feel like you’re trapped in a contract or that your data is at risk by moving. Maybe you think it’s just too much hassle and will take too long. But it doesn’t need to be this way. 

With a few smart moves, changing your IT support company can be simple and stress-free.

Why do you want to change your IT support company?

Everyone has their reasons. Perhaps your current IT support company isn’t quite living up to their promises. Or maybe the support you’re getting doesn’t feel substantial enough anymore. Have you spotted a shinier, better deal elsewhere? Or have the winds of change swept through your company’s IT setup? 

Sometimes, just having a decent chinwag with your IT company can shed light on the situation. Maybe your support isn’t doing the job because your needs have evolved. Did you give them a heads-up about your expansion plans? Did you mention the new hires or even the farewell parties for the old guard? If your IT needs have changed, it’s only fair to keep them in the loop.

But remember, amending your original contract might be necessary to accommodate these changes.

If friendly chats don’t cut the mustard, it’s time to dig out the magnifying glass and scrutinise the small print on your contract. See if switching IT companies is on the cards. It could be you’re tied up for a bit longer, or there might be an early exit fee waiting in the wings.

How do you stay in control during the change?

If you’ve decided to switch, it’s crucial to understand what you’re leaving behind. Has your IT support company been focused on fixing things, patching up small IT issues as they pop up? Or have they been a more involved partner, maintaining your website and cloud infrastructure? Make sure you identify which company resources live on computer equipment owned by your current support provider.

At the very least, your current provider is likely to have high-level access to your company’s IT infrastructure. This could potentially allow them to tweak vital settings or even lock you out of your own system — effectively holding your data hostage. So, when you’re switching IT support companies, remember to change all the passwords your existing supplier has access to.

Draw lessons from past experiences

Arguably, the crux of this whole guide might just be this — learn from the past, so history doesn’t repeat itself. When negotiating a new contract, be upfront with your potential supplier about what didn’t quite click in your previous partnership.

• What were the pain points? 
• Was the Service Level Agreement (SLA) not up to scratch? 
• Did the old company falter under the weight of your changing needs and shifting workloads?

The key to unlocking these insights lies with your team. Gathering feedback from across the breadth of your organisation can help you craft new, tailored requirements for your prospective IT support company. It might even be worth revising your tender agreement and tweaking your interview questions, drawing from these new revelations.

Do you have your IT documentation ready?

The transfer from one IT support company to another will have its bumps along the way. That’s inevitable. But a good way to cushion these disruptions is by letting your new suppliers see your IT support logs. If you don’t have these on-site, don’t be shy, ask your outgoing supplier for a copy. This can help your new team quickly get up to speed with your most urgent issues and frequent hiccups. They might even have a permanent fix up their sleeves.

Another strategy for a smoother transition is to have all your IT documentation at your fingertips. If you don’t have any, it’s time to start making some. Your kit should include network diagrams, usernames and passwords, inventories of software and hardware, and the original discs for any software you’re still using.

It might seem like a lot of work at the onset, but the more groundwork you lay before switching suppliers, the smoother the transition is going to be. Tools like Scribe AI and Tango can help you make SOP documents much more quickly than in the past. 

What questions should I ask a potential IT support company?

You’re going to need to ask some good questions if you want to find the right support partner. Here are what we consider the most important questions to ask your potential new IT friends.

1. “What support packages do you offer?”

What kind of support packages does the company offer? Can they cater to the needs of your business both today and in the future? Most companies will offer one or more of the following:

• Pay-as-you-go support: You only pay an hourly rate for the time you need, or a fixed fee for the call-out. You should ask how they charge — a fixed price might work for problems that take a long time to fix, but an hourly rate will be more cost-effective in the long run.
• Break-fix support: As the name suggests, if something breaks, they’ll fix it. They won’t, however, show you how to improve productivity or manage workflows. Think of this one like an insurance policy.
• Managed service support: This is where your IT support company actively monitors and manages your systems to reduce the chance of things going wrong. Shop around for this one, as it involves strategic thinking and planning that each company will do differently. Some companies will offer it as standard when you buy services such as VoIP as we do.

2. “Where are you located?”

The location of your chosen company is more important than you might think.

For instance, if they’re providing services like cloud hosting or VoIP for businesses, you should find out how many servers and switches they have, along with the location of them.

Location can impact the quality of service they provide and is incredibly important for private or sensitive data. The whereabouts of their servers could even affect your ability to accept certain contracts in the future.

3. “How qualified are you?”

Your ideal IT support partner doesn’t just have a team; they have an all-star team. From accreditations to training, it’s important to know the strength of their qualifications. And don’t forget to ask about their future training plans; top-tier IT support companies always keep their teams sharp with ongoing training.

4. “Do you outsource your services?”

Try to find out whether a prospective team keeps everything in-house or if they outsource some of their services. Often, the best IT companies keep everything in house, so they can streamline the process from receiving a complaint to getting it fixed.

5. “Are there any hidden fees or charges?”

You don’t want an IT partner that surprises you with unexpected charges. It’s important to clarify what they include in the service package. Is there unlimited phone / remote support? Is onsite support included or does it cost extra? Transparency is key in this partnership.

6. “What is and isn’t supported?”

While Windows and Microsoft Office support are standard, it’s good to find out if they can help with other things like Wi-Fi routers and printers. Having a one-stop-shop for all your IT concerns is a game-changer.

7. “Do you offer proactive support?”

A good IT support company will fix problems as fast as they can. A great IT support company will stop problems before they happen. They’ll prevent any noticeable damage by proactively monitoring and managing your systems. They’ll also be responsible for ‘out of hours’ admin, updates and maintenance. This is especially useful for those in the health or education sectors.

8. “How can we contact you?”

In the midst of an IT crisis, you need immediate support. You don’t want to be left on your own to sort it out. 

So it’s essential to know how their support request process works. Do they have an online portal, an email-based ticketing system, or a dedicated account manager with a direct contact number? Having a reliable point of contact that knows your business inside-out can be hugely valuable in a high-pressure situation. 

9. “Do you offer an SLA?”

Will you receive a guaranteed response time with your contract? If your server goes down, can they promise to get you back up and running before the working day is done? Downtime is costly, so an IT partner that commits to getting you back on your feet quickly is a valuable asset.

In short: look for companies that offer a great Service Level Agreement (SLA).

10. “How else can you help my business?”

Other than standard IT support, what additional services does the company offer? Can they help with VoIP phone systems, getting set up on the cloud, or any other upcoming projects you’ve got planned? A partner that goes the extra mile and offers useful additional services is worth investing in.

11. “Do you understand what we really need?”

The perfect IT services partner isn’t just technically competent; they understand the unique needs of your business and how they might evolve. Do they work with other companies in your sector, or perhaps your competitors? 

Looking at case studies or even talking to their other clients about this can provide some useful insight. You’ll be able to see through the marketing fluff and find out if they really walk the walk.

12. “Do you offer any discounts?”

Many IT support companies offer better deals for longer contracts. It’s certainly not rude to ask for a discount, so do just that. But remember to weigh it against the possibility of being locked into a contract that isn’t working out.

13. How can we cancel our IT support contract?

Ending a contract can seem daunting, so you’ll want to know in advance how the process works and any potential penalties that are involved. Always have contracts reviewed by your legal department or a solicitor to avoid unpleasant surprises.

Finding the IT support company of your dreams

Choosing the right IT support partner is a critical business decision, one that needs care and thought. So ask as many of the above questions as you can to make sure your potential partner is a good fit for your business.

If you’re considering a new IT partner and want to bounce some ideas around, why not give the Synextra support team a call? 

Our team of Microsoft Azure experts are always ready to guide you through IT challenges big and small. Passionate about the power of tech, we love seeing businesses like yours thrive with digital transformation.  We’d love to have you as a customer.