The choice that matters more than it seems
In practical terms, your IT partner determines how exposed your business is: whether data can be recovered after an attack, whether a fault stops production for an hour or for three days, and whether regulatory obligations are actually covered or merely claimed to be.
It is a decision made infrequently, but one that affects the business for years. It is worth asking the right questions beforehand.
The twelve questions to ask any provider
Copy them and use them in every negotiation, including with us.
On timings
- What is the maximum response time defined in the contract, not just promised verbally?
- What happens if the issue arises on Friday at 6 pm?
- How quickly can you physically be on site when needed?
On expertise 4. Who will look after our company, and what happens when that person is unavailable? 5. What certifications do the people working on our systems hold? 6. Do you also handle security and regulatory compliance, or only support?
On data 7. When was the last restore test carried out for a client? 8. Where are our backups physically stored and who has access to them? 9. If we changed provider tomorrow, what would you hand over to us?
On costs 10. What is included in the monthly fee and what is billed separately? 11. How does the cost change if we grow by twenty workstations? 12. Are there minimum-term commitments or exit penalties?
If a provider answers all twelve confidently, that is a good sign. If they become defensive on number 7 or number 9, that is a signal.
The five most common warning signs
1. There is a backup, but it has never been tested. This is the most common case and the most dangerous. A backup that has never been restored is a hypothesis, not a guarantee. In our experience, it is the first issue that emerges after a ransomware attack.
2. Everything depends on one person. If your technical contact is also the only person who knows your systems, the business is exposed to a risk that has nothing to do with technology.
3. No documentation. If there is no written history of interventions, configurations and credentials, that asset is not really yours: it is in someone else’s head.
4. The contract says nothing about timings. “We intervene as quickly as possible” is not a commitment. An SLA defines hours, not intentions.
5. Obstacles to leaving. Credentials not handed over, licences registered in the provider’s name, documentation withheld. A professional relationship should allow for an orderly end.
In-house, external or hybrid: how to decide
| When it makes sense | Main limitation | |
|---|---|---|
| In-house technician | more than 40-50 workstations, very specific needs | covers only one area of expertise; no cover during holidays or sickness |
| External provider | from small businesses to mid-sized companies | must be chosen carefully: quality varies greatly across the market |
| Hybrid model | complex or multi-site organisations | requires clear roles to avoid overlap |
Below a certain size, a structured partner offers more specialisations at a lower cost than hiring internally, because the cost of expertise is spread across multiple clients.
How to change provider without risks
Fear of transition keeps many companies stuck in situations that no longer work. A well-managed change includes:
- Full inventory of systems, licences, access and existing contracts
- Documented transfer of credentials and configurations
- Overlap period, with the outgoing provider still reachable
- Verification that backups and critical systems are operational before closing
If a provider suggests this approach, they are working professionally. If they obstruct it, you have confirmation that it was time to change.
A quick way to understand where you stand
Our IT Partner Score test asks eight questions and gives you, in three minutes, a profile of your current situation with the priorities to address. No data is required to see the result.
If you would prefer a direct conversation, the first assessment visit is free and without obligation: contact us and we will review your situation together.