How to Choose an IT Support Company: The Complete UK Business Guide
Choosing the wrong IT support company costs more than money. It costs you productivity when systems go down, security when threats slip through, and growth when your technology cannot keep pace with your ambitions.
This guide gives you a clear framework for evaluating IT support providers, plus the specific questions that separate competent partners from those who will leave you frustrated.
Why This Decision Matters More Than You Think
The average UK SMB loses £3,600 per hour of IT downtime. But the real cost is not just the immediate disruption; it is the cumulative effect of staff working around broken systems, security vulnerabilities that go unnoticed, opportunities missed because your technology could not support them, and the mental overhead of constantly worrying whether things will work.
A good IT partner eliminates these concerns. A bad one creates them.
The Two Types of IT Support
Break-Fix Support: You call when something breaks. They fix it. You pay per incident. This works if you have simple needs and internal expertise, but it creates a perverse incentive for your provider to earn more when things go wrong.
Managed IT Services: You pay a fixed monthly fee. They proactively monitor, maintain, and support your entire IT environment. This aligns incentives correctly; your provider earns more by keeping things running smoothly.
For most businesses with 10+ employees, managed services deliver better value and outcomes.
18 Questions to Ask Every IT Support Provider
About Their Service Model
- What is your average response time for critical issues? Look for: Under 15 minutes for critical, under 1 hour for high priority.
- What hours do you provide support? Consider if your business operates outside 9-5 or has remote workers in different time zones.
- How do you handle out-of-hours emergencies? Red flag: “Leave a voicemail and we will call back next business day.”
- What is included in your standard package vs. charged extra? Watch for project work, new user setups, and on-site visits.
- Do you provide a dedicated account manager? Speaking to someone who knows your business beats explaining your setup every time.
About Their Technical Capabilities
- What industries do you specialise in? An IT company experienced in your sector understands your compliance requirements and typical challenges.
- How do you handle cyber security? Look for proactive monitoring, regular assessments, staff training, and incident response plans.
- What is your approach to backups and disaster recovery? Ask how often, where backups are stored, how quickly you can restore, and when they last tested a full restore.
- Can you support cloud, on-premise, and hybrid environments? Most businesses run a mix; your provider should be comfortable with all three.
- Do you offer strategic IT planning or just reactive support? A true partner helps you plan technology investments that support business growth.
About Their Business Practices
- How long have you been in business? Look for at least 3-5 years of trading history.
- Can you provide references from businesses similar to ours? Any reputable provider should happily connect you with current clients.
- What certifications do your engineers hold? Look for Microsoft certifications and security credentials like Cyber Essentials or ISO 27001.
- What is your staff turnover rate? High turnover means the person who understands your systems today might be gone tomorrow.
- How do you handle data protection and GDPR compliance? They should have clear policies and appropriate Data Processing Agreements.
About Working Together
- What does your onboarding process look like? Good signs: thorough documentation, clear communication plan, defined timeline, minimal disruption.
- What is your contract length and notice period? 12-month initial terms are common. Avoid 3+ year commitments. Notice periods over 90 days are a red flag.
- How do you measure and report on service quality? Expect regular reports on ticket volumes, response times, resolution rates, and system health.
Red Flags That Should Make You Walk Away
- They cannot explain things in plain English – you need a translator, not a lecturer
- They are vague about pricing – you should understand exactly what you are paying for
- They badmouth their competitors – confident providers focus on their own strengths
- They promise everything with no trade-offs – the cheapest, fastest, most comprehensive service does not exist
- They are hard to reach during the sales process – imagine how it will be after you sign
- No evidence of security practices – any IT provider without Cyber Essentials certification is not taking security seriously
Green Flags That Indicate a Quality Provider
- They ask about your business goals, not just your IT problems
- They are honest about what they do not do well – self-awareness indicates maturity
- They document everything – making transitions smoother and troubleshooting faster
- Their current clients stay for years – high retention indicates consistent quality
- They proactively suggest improvements – reactive support keeps you running, proactive partnership helps you improve
What to Expect on Pricing
UK IT support pricing varies significantly based on scope, but here are typical ranges for managed services:
- 10-25 users: £800 – £2,000 per month
- 25-50 users: £2,000 – £4,500 per month
- 50-100 users: £4,500 – £9,000 per month
Factors that increase cost: multiple locations, complex compliance requirements, 24/7 support needs, legacy systems, and high security environments. Be wary of quotes significantly below these ranges—they often indicate reduced service levels or hidden charges.
Making the Final Decision
After gathering all information, the decision often comes down to trust. Ask yourself: Do I believe this team will be there when things go wrong? Do they understand my business, not just my technology? Can I see us working together for years, not just months?
The best IT relationships are partnerships, not vendor arrangements. Choose accordingly.
Ready to Find Your IT Partner?
If you would like to discuss your requirements with a team that has supported UK businesses for over 10 years, with 89% of issues resolved within an hour and a 98% satisfaction rate, we would welcome the conversation.
Book a Free IT Consultation – https://magnetarit.co.uk/contact/
No pressure, no hard sell. Just an honest conversation about whether we are the right fit for your business.
