How to Compare IT Support Providers Without Getting Burned

If you run a UK business with 10–200 people, choosing an IT support provider is one of those decisions that quietly creeps into every board agenda. Do it well and systems hum, accounts close on time and your staff get their days back. Do it badly and you’re the person who spends Mondays rebooting servers and arguing about invoices. This guide explains, in plain English, how to compare IT support providers without getting burned.

Start with outcomes, not features

The technical blurb about firewalls and RPOs is fine, but your board will care about time, money, reputation and legal risk. Translate tech promises into business outcomes when you compare suppliers. Ask yourself:

• How will this supplier reduce downtime and what does downtime cost us per hour?
• Will staff waste time on recurring issues or will they get reliable, usable systems?
• Does the supplier understand compliance that matters in the UK (GDPR, HMRC deadlines, data residency)?

Keep the conversation at the business-impact level and use it as a filter when you read quotes.

Practical checklist: what to compare

Here’s a straightforward checklist you can use when comparing two or three providers on paper and in meetings.

1. Response and resolution — not just a shiny SLA

Ask for both response time (how quickly someone answers) and average resolution time (how long issues actually stay open). Beware of answers that only discuss business hours if you have hybrid teams in different time zones or staff working late on month-end tasks. In practice, you want a supplier who can be on a call, on-site or remote-patching the same day when critical systems fail.

2. Pricing clarity — no surprises

Compare exactly what’s included. Common traps:

• Per-device per-user pricing that balloons with mobile devices and printers.
• Charges for remote sessions after a set amount of minutes.
• Hidden fees for patching, backups or disaster recovery tests.

Ask for a worked example that matches your estate — 60 staff across two offices and 20 remote workers — so you can see the annual cost, not just a headline monthly fee.

3. Scope and exclusions

Some providers cover everything on your network, others limit support to specified servers and critical devices. Make sure you know whether things like telephony, third‑party SaaS apps, and printers are covered. I’ve visited offices where invoice day turned into a day-long scramble because the printer wasn’t on the provider’s support list.

4. Security and compliance

Don’t accept vague claims. Ask how they handle patching, backups, encryption, and incident response. They should be able to explain, in plain language, how they help you meet GDPR obligations and what their role is as a data processor or data controller.

5. Local presence and real‑world experience

For many UK businesses it’s useful to know whether the supplier can visit your offices within a few hours. Remote-first teams are fine, but on-site visits still matter for hardware faults, upgrades and face-to-face strategy sessions. Also check whether they’ve worked through real operating scenarios like year‑end accounts, seasonal peaks or office moves.

6. Onboarding and exit

Look for a clear transition plan: discovery, migration, handover and training. Equally important is an exit plan: how will they return your data, and how long will they retain backups? Contracts that tie you in with poor exit provisions are a classic way businesses get burned.

7. References and churn

Ask for references from similar-sized businesses in the UK and ask about client turnover. High churn can be a red flag; long-standing clients are a good sign—but don’t accept generic testimonials as proof.

How to read the small print

The devil lives in roughly three places in these contracts: auto-renewal terms, liability caps and data clauses. Make sure the liability cap isn’t laughably small if they disrupt your operations, and check auto-renewal windows so you don’t get rolled into another year unintentionally. Verify that data ownership and return processes are clear and that backups are tested.

Red flags that usually mean trouble

• Vague SLAs with a lot of “reasonable endeavours” language.
• Complex pricing that makes comparisons impossible.
• Refusal to provide local references or meet on-site.
• Contract terms that force you to buy add-ons after signing.
• Support teams that are anonymous or outsourced with no UK contact point.

If you see one or two of these, probe further. If you see three or more, walk away.

Practical tips from the trenches

• Do a pilot: start with a three-month technical health-check or a specific project (like migrating email) before signing a long contract.
• Request a priced change-log: how they charge for changes outside scope and examples of typical fees.
• Insist on a named account manager for escalation — faceless ticket systems frustrate leadership fast.
• Set a single executive sponsor inside your business who owns the relationship and meets quarterly.

Comparing two quotes quickly

When two suppliers look similar, compare using three quick lenses:

1. Risk: Who takes responsibility if things go wrong?
2. Cost predictability: Which quote helps you budget without surprises?
3. Operational fit: Which supplier will cause fewer day-to-day headaches for your staff?

Often the choice is not the cheapest but the one that reduces risk and saves your team time — because time is your real currency.

FAQ

What’s the first question I should ask a potential provider?

Ask how they would handle your worst likely incident — for example, a server that hosts your accounts failing on a Friday afternoon. Their answer reveals response strategy, staffing and practical experience.

How much should IT support cost for a 50-person UK business?

There’s no single number because needs vary. Focus instead on total cost of ownership: regular support fees plus likely one-off projects and potential hidden costs. Ask for a full-year worked example for your specific setup.

Do I still need in-house IT with an external supplier?

Some businesses keep a single in-house technical lead who knows the business and coordinates the supplier. Others outsource everything. The right model depends on how strategic IT is for you and how much control you want day to day.

How long does a transition usually take?

A safe estimate for a straightforward transition is four to eight weeks: discovery, migration, testing and handover. Complex estates or poor documentation can double that, which is why an upfront health check is worth its weight.

Final checklist before you sign

• Get a clear scope, exclusions and a worked price example.
• Confirm SLAs in writing and ask about average resolution times.
• Check security, GDPR responsibilities and backups.
• Understand onboarding, exit and liability caps.
• Choose the supplier that reduces risk and saves time for your team.

Choosing IT support is less about picking the shiniest vendor deck and more about avoiding messy surprises. Do the homework, test them on real scenarios and keep the conversation focused on your business outcomes. The right provider will give you fewer interruptions, steadier budgets, stronger compliance and more calm in your week.

If you’d like a quick, impartial checklist review to save time, cut costs and protect your credibility, organise a short discovery session — it often brings clarity, confidence and a lot less stress.