Grade Your IT Provider

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Response & Communication

1. When something goes wrong, how quickly does your IT provider typically respond?

Think about the last real issue — not just an auto-reply acknowledgement.

Within the hourA real person responds fast

Same day, but a few hoursIt gets sorted — eventually

It can take 24–48 hoursOr we have to chase for any update

Honestly, I'm not sure — we just deal with downtimeIssues get logged but resolution is unpredictable

2. How easy is it to actually speak to someone who knows your setup?

Easy — we have a named contact who knows our business

It depends on who picks upSometimes helpful, sometimes not

Generic helpdesk every timeWe repeat our setup details constantly

Difficult — we often get no answer

3. Does your IT provider proactively update you — or do you have to chase?

They keep us informed without us asking

Mostly — but it could be more consistent

We always have to chaseChasing for updates is part of our IT process

💷

Cost & Value

4. How predictable are your IT bills each month?

Does your invoicing match what you budgeted — or do you regularly see line items you weren't expecting?

Completely predictable — fixed monthly fee

Mostly predictable with occasional extras

Bills vary — we're not always sure why

We get surprise bills regularlyEvery incident seems to generate extra costs

5. Do you feel you're getting genuine value from your IT spend?

Yes — IT feels like a business asset

It's fine — no complaints, but no real value-add

We're paying a lot and not seeing the benefit

🛡️

Proactive Support & Security

6. Does your IT provider fix things before they cause a problem — or only after something breaks?

Proactive — they flag and fix issues before we notice

Sometimes proactive, sometimes reactive

Purely reactive — we call them, they fix it

7. When did your IT provider last review your cybersecurity posture and tell you where you stand?

Not just "antivirus is running" — a proper conversation about risks, patches, and what could hurt you.

In the last 3 months

In the last 6–12 months

More than a year ago

I don't think they have — or I'd know if they had

8. Do you have a clear, tested backup and recovery plan if your business was hit by ransomware tomorrow?

Yes — documented plan and regularly tested backups

We have backups but I'm not sure they've been tested recently

Honestly, no — I hope it never comes to that

📈

Strategic Value

9. Does your IT provider understand your business goals — or do they just keep the lights on?

They understand where we're heading and advise accordingly

There's some strategic input but it could be more

Purely technical — business strategy is never discussed

10. Has your IT provider spoken to you about how AI tools could benefit your business in the last 12 months?

AI is reshaping how UK businesses operate. Your IT partner should be guiding you — not leaving you to figure it out alone.

Yes — we're actively exploring or implementing AI with their guidance

It's come up briefly but nothing concrete

Not at all — they've never mentioned it

🤝

Trust & Confidence

11. How confident are you that your IT provider is actually looking after your business — not just reacting to calls?

Very confident — I trust them completely

Fairly confident, but I sometimes wonder what's being missed

I have doubts — IT feels like a black box

I don't trust them — we've had too many let-downs

12. If you could switch IT providers tomorrow with zero hassle, would you?

No — we're genuinely happy

Maybe — I'd at least want to explore my options

Yes — immediatelyThe hassle of switching is the only reason we haven't

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