Choosing a managed IT provider is a major decision. You’re not just outsourcing tech support—you’re trusting an external partner with your infrastructure, data security, business continuity, and long-term IT strategy. And while most providers offer similar services on paper, what’s buried in the service agreement can make or break the partnership.
Before you sign on the dotted line, make sure you ask these essential questions to protect your business and ensure you’re getting the support you need.
1. What Exactly Is Covered in the Managed IT Service Agreement?
Not all managed IT packages are created equal. Some include full infrastructure management, cybersecurity, and 24/7 helpdesk support—while others only offer monitoring and ticket resolution during business hours.
Ask:
- What’s included and excluded from the service plan?
- Are hardware upgrades or replacements covered?
- Does the plan include proactive maintenance, or just reactive support?
2. What Are the Response and Resolution Times (SLAs)?
Service Level Agreements (SLAs) outline how quickly the provider will respond to and resolve issues. Pay attention to both.
Ask:
- What’s your average response time for critical vs. non-critical issues?
- Are response times guaranteed in writing?
- What happens if the SLA is not met?
3. How Will You Handle Security and Compliance?
Cybersecurity is no longer optional, especially if your business is subject to regulations like HIPAA, PCI-DSS, or GDPR.
Ask:
- What cybersecurity measures are built into your services?
- Do you offer regular security assessments and penetration testing?
- Can you help us remain compliant with industry regulations?
4. How Scalable Are Your Services as We Grow?
Your IT needs today might look very different six months from now. Make sure your provider can scale with you.
Ask:
- Can we easily upgrade our services as we expand?
- How do you support new locations, remote workers, or hybrid teams?
- Do you offer cloud migration or virtualization as part of your offering?
5. Who Owns the Data and Infrastructure?
In a managed IT relationship, your provider may host, manage, or even supply critical infrastructure. Know who controls what.
Ask:
- Do we retain ownership of our data and software licenses?
- What happens to our data if we choose to end the agreement?
- Is there an exit strategy in place?
6. What’s Your Onboarding Process Like?
A smooth onboarding sets the tone for the entire relationship. You don’t want a bumpy transition.
Ask:
- How long does onboarding typically take?
- Will we have a dedicated account manager or onboarding specialist?
- What do you need from our team during the transition?
7. How Do You Communicate with Clients?
Reliable communication is key. You’ll want a provider who keeps you in the loop—not one you have to chase down.
Ask:
- Will we receive regular IT reports or updates?
- Do you offer a client portal or ticket tracking system?
- How do you handle urgent after-hours issues?
8. Can You Provide References or Case Studies?
Reputable providers should be happy to share success stories or client referrals.
Ask:
- Can we speak to a few current or past clients?
- Do you have any industry-specific experience?
- Have you worked with businesses of our size before?
Final Thoughts
Signing a managed IT service agreement is not just a technical decision—it’s a strategic one. Asking the right questions ensures that you choose a provider who aligns with your business goals, risk tolerance, and support expectations.
A well-chosen IT partner won’t just keep your systems running—they’ll help your business thrive in a digital-first world.