10 questions to ask before switching IT providers

Changing IT companies can feel risky: they know your passwords, your systems and your quirks. The right questions up front make it much easier to compare providers and to plan a handover that doesn't disrupt your team.

Questions to ask a new provider

1. What exactly is included?

Ask for a plain list of what the monthly agreement covers and what is billed separately, such as projects, hardware, after-hours work or on-site visits.

2. How do we get help, and what happens next?

Find out how employees request support, who responds and how you'll know the status of an issue.

3. When is on-site support available?

Some problems need someone in the room. Ask how on-site visits are scheduled and which locations are covered.

4. Who will we actually talk to?

Ask whether you'll have a consistent contact who knows your business, and who handles planning and bigger decisions.

5. How do you handle security basics?

Multifactor sign-in, updates, email protection and backups should be part of the conversation from the start. See our approach to cybersecurity.

6. Who owns our documentation and admin passwords?

The answer should be your business. Make sure you'll always have administrator access to your own email, domain and key systems.

7. What does onboarding look like?

A good provider explains how they'll learn your environment, what they'll change first and how they'll avoid disrupting your team.

8. How do you report on your work?

Ask what you'll see each month or quarter: issues resolved, recurring problems, security status and recommendations.

9. What are the contract terms, and how would we leave?

Understand the length of the agreement, notice periods and what happens to your data and documentation if you part ways.

10. How do you work with our other vendors?

Internet providers, software vendors and phone carriers all touch your IT. Ask whether the provider will coordinate with them for you.

What to collect from your current provider

• Administrator logins for email, your domain name, firewalls and key systems
• Network documentation and a list of devices
• Software licenses and renewal dates
• Backup details: what is backed up, where and how to restore
• A list of open issues and planned projects

Ask for these in writing, and change shared passwords once the handover is complete.

Plan the handover

A good transition agrees on access, responsibilities, documentation and timing before anything changes. Tell your team what's happening and who to call during the switch.