In today’s efficiency-first market, you cannot afford to tolerate technical issues. Hardware malfunctions, software crashes, and security breaches all have the power to devastate your business if given the chance. They can shut down your operations, erase critical data, and cost you the hard-won trust of your customers.
To prevent this, many are turning to professional IT support teams. But what happens when they only make things worse? The truth is, not every service provider is created equal. And the wrong one could do more harm than good. So here are 7 common problems that indicate it might be time to switch IT support providers.
1. Downtime That Never Seems to End
Some amount of downtime is normal (although we can all agree that the less you experience, the better). But if you have an IT partner, it should never last long. Good IT support services will resolve issues quickly and confidently, determine the source of the issue, and ensure that it doesn’t happen again.
If you find that downtime occurs regularly, is costing you too much, or continues for an unreasonable length of time, this might indicate IT support issues. Your provider could be stretching themselves too thin, or simply aren’t giving your business the attention it deserves. Either way, it might be time to consider switching.
2. They’re Always Playing Catch-Up
Good IT support isn’t just about reactive problem solving. Your provider should proactively plan for the future, developing strategies to keep your business running smoothly. They should search for and resolve common issues before they cause downtime, and anticipate your future needs.
One of the biggest IT support problems businesses face is a lack of action. If your provider seems to constantly be playing catch-up, instead of looking towards the future, they may not be able to fulfill your needs.
3. You’re Flying Blind
Do you know how your IT systems are performing on a day-to-day basis? Are you made aware of areas where gaps are forming? Do you receive regular consultations that provide you with actionable solutions?
If you are outsourcing IT support, you should be. Your provider should be offering real-time insights into which systems are working well, and which are falling behind. Ultimately, the success or failure of your business comes down to you – and thus, you must be made aware of all important information, including where IT is concerned.
A failure to communicate performance problems might mean your provider isn’t actually tracking it at all, which is a serious issue that needs to be addressed right away. Even small inefficiencies can build up over time, potentially causing irreparable damage to your business.
4. Security Concerns Are Being Ignored
Cyber threats are one of the biggest dangers your business will ever face. Not only could you lose data, trust, and money, but you might also be subject to enormous compliance fines. Proactive security and a solid response plan are crucial.
Unfortunately, some IT support providers don’t see security as part of their scope. This, frankly, is unacceptable. Every single business worth their salt should prioritise cyber security the same way they do finances. If your provider doesn’t, then you have a major IT support problem.
5. Communication is Like Talking to a Brick Wall
Effective communication is the backbone of IT support services. Step one in resolving an issue is talking about it. You should feel confident that if you reach out to your provider, they will be there with an answer.
If you:
- Constantly repeat yourself
- Have to chase them for updates
- Often have no idea what’s going on
- Are starting to feel like a ticket number, not a valued partner
Then your provider is not communicating effectively.
6. Costs Are Rising… And Value Isn’t
First, understand that it is reasonable for your support team to raise their prices over time. However – and this is a big caveat – you should never feel as though you are getting less value. Every substantial price increase should be matched by additional resources. If they are not, then your provider should at least be able to explain the reason for the increase.
Costs that constantly rise for seemingly no reason are a very bad sign. They might mean that your provider isn’t managing their finances effectively, or that they’re trying to squeeze as much out of each client as possible without putting in additional effort. Either way, it’s time to start looking for a new one.
7. You’ve Outgrown Their Capabilities
Sometimes the provider did nothing wrong – they just aren’t what your business needs anymore. As you grow, your IT infrastructure will change. Sometimes, this can mean you outgrow vendors and service providers that you worked perfectly well with before.
Perhaps you increased your workforce, adopted new technologies your current provider isn’t experienced with, or expanded into a different market. Regardless, if you suddenly find them unable to keep up, it might be time for an amicable split.
What to Look for in Your IT Support Review
If you’re concerned about the value your current support team provides, you can get to the truth of the matter with a quick IT support review. Look for these traits:
- Responsive and transparent communication – even when it’s a difficult conversation to have.
- Detailed reporting that provides you with visibility into performance, downtime, and key trends.
- Proactive security measures and compliance support.
- Prior experience in your industry and with businesses of your size.
- Client-focused service that treats you like a real partner, not just a revenue stream.
Experiencing Constant IT Support Issues? Find a Better Fit
Your IT support should empower you to reach your goals – not hold you back. If any of these warning signs hit a little too close to home, then it’s time to take action. Don’t stick with a subpar provider simply because they’re familiar. It could be costing you more than you think. Instead, take the time to find a new one who better suits your needs, and reap the benefits.
At National IT, we understand the importance of strong IT support that provides real value. We’re here to help make sure your technology actually moves the needle, instead of becoming an expensive paperweight. If you’re considering a new IT support provider, read our ultimate guide to ensure you make the right choice.