IT support should make your life easier.
But if you’re constantly chasing fixes, worrying about security, or unsure what you’re actually paying for, it might be doing the opposite.
If you’re not sure where your current setup stands, these seven questions will give you clarity fast.
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Do Problems Get Fixed… or Just Temporarily Patched?
If the same issues keep popping up, you’re not getting support — you’re getting band-aids.
Good IT support doesn’t just resolve incidents. It looks for patterns, fixes root causes, and prevents repeat problems.
This is exactly why many businesses move away from ad-hoc help and towards structured services like a Business IT Support Contract.
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Can You Reach Someone When It Actually Matters?
Slow responses during downtime cost money.
Full stop.
Whether it’s remote troubleshooting or boots on the ground, reliable support should be accessible when you need it — not only during “office hours.”
If you’re in Johannesburg, local coverage (for example IT support in Fourways) can make a massive difference when on-site help is required.
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Is Security Treated as a Priority — or an Afterthought?
Cybersecurity isn’t just for big corporates anymore.
Ask yourself:
- Are devices patched regularly?
- Is email properly protected?
- Do users have the right access — and no more?
Microsoft outlines practical, business-friendly security principles here:
https://www.microsoft.com/security/business
If your IT provider avoids this topic or uses fear instead of facts, that’s a red flag.
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Do You Know WhatYou’rePaying For?
A surprising number of businesses can’t clearly answer this.
Good IT support should give you:
- Clear scope
- Transparent pricing
- No surprise invoices
If billing feels confusing, your support model may not be aligned with your business.
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Is Your IT Keeping UpWiththe Way You Work?
Technology changes — your support should too.
Whether it’s device upgrades or new tools, your IT partner should guide you through decisions like:
- Windows 10 vs Windows 11
- Secure remote work
- Modern collaboration tools
Support shouldn’t block progress — it should enable it.
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Are You Being Helped to Use New Tools Properly?
Rolling out new tech without user adoption is a waste.
A good IT provider helps your team actually use the tools they’re paying for. That includes change management and onboarding — especially with newer platforms.
A good example is Microsoft Copilot. It’s powerful, but only when introduced correctly:
Rolling out Microsoft Copilot: Here’s how to get your team onboard
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Do You Trust Your IT Support Partner?
This one matters more than any SLA.
If you don’t feel comfortable asking questions, challenging recommendations, or admitting confusion, something’s off.
IT support should feel human, approachable, and honest — not intimidating.
If your IT support is:
- Preventing issues instead of reacting to them
- Explaining things clearly
- Supporting how you work
…then it’s doing its job.
If not, it may be time to reassess.
You can explore different support options on our IT Support Services page or reach out directly via our contact page for a no-pressure chat.
External references:
- Microsoft Security for Business: https://www.microsoft.com/security/business
- NIST Cybersecurity Framework: https://www.nist.gov/cyberframework
