5 Smart Questions to Ask Your IT Provider (And The Answers You Should Hope To Get)

Posted: 19th January 2026

IT has come a long way, but for many businesses it can still feel like a mystery. Everything works… until it doesn’t. And when something goes wrong, you’re left wondering whether your IT provider is genuinely on top of things or just reacting when problems arise.

The good news is that you don’t need to be a technical expert to understand whether your IT support is doing its job properly. Asking the right questions can quickly highlight the value your provider brings and the gaps that need attention.

5 questions you need to ask your IT provider.

Where is our IT spend going?

IT costs often feel fixed and unavoidable, but they’re rarely as straightforward as they seem. Beyond your monthly support fee, software licences, cloud subscriptions, security tools, and hardware renewals can quietly add up in the background.

Your IT provider should be able to explain what you’re paying for and why. More importantly, they should be actively checking that your user list is up to date and that licences are correctly assigned. Without regular audits, it’s surprisingly easy to keep paying for systems and users that no longer exist.

Transparency around IT spend is a strong sign that your provider is treating your business like a partner, not just a contract.

How are you helping us optimise and modernise our technology?

Technology should support how your business works today, not how it worked five years ago. A good IT provider will regularly review your systems and suggest improvements, whether that’s better use of cloud services, safer adoption of AI tools, or replacing hardware that’s holding people back.

Old technology doesn’t just frustrate staff, it can slow productivity, increase support issues, and expose your business to unnecessary security risks. 

If your provider isn’t proactively talking to you about improvements, there’s a good chance you’re falling behind without realising it.

What does our backup and disaster recovery plan look like?

Data loss isn’t just a worst-case scenario; it’s a real risk for every business. Cyber attacks, accidental deletion, hardware failure, and cloud sync issues are all common causes of disruption.

Your IT provider should be able to explain, in plain English, what your disaster recovery plan looks like. That includes how your data is backed up and how quickly it could be restored if something went wrong. Just as importantly, those backups should be tested regularly. A backup that hasn’t been tested is simply a hope, not a plan.

Having a clear and reliable disaster recovery strategy isn’t a ‘nice to have’; it’s essential for business continuity.

How secure are we against modern cyber threats?

Cyber security is no longer just about installing antivirus software and hoping for the best. Today’s threats are more targeted, more convincing, and more damaging than ever.

Your IT provider should be able to explain how your business is protected, what types of threats are being blocked, and how often security incidents are prevented. Regular reporting and user awareness training are strong indicators that security is being taken seriously, not treated as an afterthought.

Many businesses also choose to work towards Cyber Essentials certification. A proactive IT provider will actively support this process and ensure your systems meet recognised security benchmarks.

What proactive work do you do behind the scenes?

The real value of managed IT support often lies in what you never see. Monitoring systems, applying security updates, fixing small issues before they become big problems… this is the work that keeps your business running smoothly.

If your IT provider is only visible when you raise a support ticket, they’re likely being reactive rather than proactive. A strong IT partner is constantly working in the background to reduce downtime, improve performance, and keep your systems secure.

Proactive IT means fewer surprises, happier staff, and a more resilient business overall.

We’re More Than IT Support - We’re Your IT Department

At its best, IT support goes far beyond troubleshooting. Your provider should understand your business goals and use technology to help you achieve them, not hold you back.

If you’re questioning whether your current IT setup is really working for you, it may be time for a fresh approach. We make switching IT providers straightforward, handling the transition and communication so your business isn’t disrupted.

If you’d like a free audit of your IT systems and a clear picture of how your technology could be working harder for you, get in touch. We’d love to show you what proactive IT support really looks like.