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4 Reasons why people switch their IT Support provider

January 26, 2024
5 min read
4 Reasons why people switch their IT Support provider

IT is one of the most important things that businesses need to be not just aware of but thinking about constantly. That pressure means that, for those who aren’t experts, the instant go-to is outsourcing their IT to a Managed Service Provider (MSP). And rightly so; the costs alone would put anyone off hiring an IT specialist in-house, and finding a real expert takes intricate knowledge of software and hardware that most people don’t have.   

But without being an IT expert, it can be difficult to know how good a service you’re getting from your MSP. You might be happy with your response time to support requests, but how do you know your data is in safe hands?  

Questions often only come to a head when a BIG problem arises; data is lost, or a cyber-attack disrupts your systems, and you quickly realise – this company was never really supporting me.  

We’ve been in the industry for over 20 years, and a number of our clients onboard with us due the frustrations they had with their previous MSP. So here are our top 4 things you should watch out for from your current MSP. 

1. They don’t take cyber security seriously 

If you’ve seen any of our social media posts, then you’ll know how seriously we take cyber security. But, even in today’s climate, there are many companies who still ignore the dangers that cyber crime can pose and what’s worse, their MSP doesn’t try to take any steps to educate them.  

Whether it’s through a lack of processes, or by not keeping your systems updated, there are lots of ways your IT network can leave you vulnerable to a cyber attack. It should be an MSP’s main priority to make sure your IT network is resilient and robust in the face of cyber criminals. 

If your MSP isn’t talking to you about security and offering the latest solutions and upgrades available then ask yourself why not.

2. They’re over-charging 

For non-IT professionals, it can be very difficult to know what the market rate is for IT support. Most of the work can happen far from your office and even when your MSP does visit your site, there are likely very few people in your office who really understand what they’re doing. 

Still, organisations tend to get a “feel” for how much they’re paying for IT support in return for the service they’re getting. Don’t be afraid to contact other MSPs to find out what their charges are by way of comparison, but remember, to get the best understanding of the market you have to make sure you’re comparing services like-for-like.

3. Their service is too slow 

Poor response times are a frequent pain for organisations and we get it; a relatively small issue such as not being able to print may literally be stopping you from getting on with your working day, but if you’re waiting beyond your Service Level Agreement (SLA) for IT fixes, then you may have outgrown your current MSP.  

Smaller MSPs will often entice you with lower support fees, but a slightly larger one that on paper might appear more expensive could likely offer a better return on your investment in the long run.

4. Inertia loyalty

If you’re unhappy with the service your current MSP provides, but can’t quite put your finger on it, then you’re probably experiencing something we call inertia loyalty. It is a barrier to exit when it comes to switching providers – you decide to stay uncomfortable because the fear of change and the disruptions that could come with it outweighs the potential positives of changing.  

But don’t let this put you off. Good MSPs will manage the process for you, including liaising with your incumbent provider to ensure a smooth transition. Always seek to understand what the onboarding process will look like and the time scales involved in order to manage your expectations.

If any of the reasons we’ve listed has resonated with you, or if you’re simply curious about our offerings and how we compare to your current MSP, then get in touch.

We’ll be happy to answer any questions you might have without obligation.

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