Before hiring an IT services provider, check what they will take responsibility for, what is included in the fee and how support will work for your people. Compare those answers with your business priorities, internal capability and budget.
Use these 18 questions to compare written proposals. Ask providers to explain any unclear commitments, limits or additional charges before you agree to a service.
Support & Responsiveness: Questions to Ask an IT Services Provider
1. What Response Targets Apply to Our Business?
Ask what response targets apply to different priorities, when the clock runs and how performance is reported. Clarify the difference between acknowledging a request, starting work and resolving it.
2. How Do I Contact My IT Services Provider for Support?
Confirm the support channels and service hours included in the plan. Ask how urgent issues are escalated, who owns a request through to resolution and how you will receive updates.
3. Do You Offer After-Hours IT Support Services?
Decide whether your business needs support outside normal working hours. Ask how that coverage is arranged, what is included, whether additional charges apply and who handles urgent issues.
IT Services Provider Questions: Management & Maintenance
4. How Can I Share Feedback with My IT Services Provider?
A professional IT provider welcomes feedback. For instance, they may use surveys, reviews, or regular check-ins. As a result, you’ll have continuous opportunities to express concerns or suggest improvements.
5. What’s Included in Your Managed IT Services Plan?
Ask for a written list of included services and responsibilities. Check how maintenance, software updates, security and user support are covered, including any limits and work that is quoted separately.
6. What’s Not Covered by the IT Support Agreement?
While many providers advertise “all-inclusive” packages, in reality, some services may be excluded. Make sure to clarify what’s considered extra, such as large-scale upgrades or specialised consulting.
7. Is Your IT Help Desk Local or Outsourced?
Ask where support is delivered and how remote and onsite work are coordinated. Confirm who is accountable for the service and what arrangements apply to each of your business locations.
8. How Does Your IT Support Team Manage Staff Absences?
Ask how another technician can take over when your usual contact is unavailable. Check how requests, system knowledge, access and handovers are documented and managed.
9. Do You Document My IT Network and System Setup?
Ask what is documented, how it is kept current and which records your business can access. Confirm how documentation is handed over if you change providers.
Cybersecurity Questions to Ask Before Hiring an IT Services Provider
10. How Does the IT Provider Secure Our Business Devices?
Ask how multi-factor authentication, device protection, software updates and access controls are selected, configured and reviewed. Confirm which responsibilities sit with your provider and which remain with your business.
11. How Do You Assess Your Own Cybersecurity Practices?
Ask what evidence the provider can share about its security practices and how issues are followed up. Where independent assurance matters to your business, check its date, scope and relevance.
12. Do You Operate or Use a Security Operations Centre (SOC)?
If a provider uses a Security Operations Centre (SOC), ask which systems it monitors, during which hours and who investigates and acts on alerts. Confirm how those responsibilities fit your service agreement.
Data Backup & Disaster Recovery: Key Questions for IT Providers
13. What’s Your Data Backup and IT Recovery Plan?
Discuss which systems and information your business needs to recover first, how much interruption it can tolerate and what data loss would mean. Ask how the recovery plan addresses those needs and assigns responsibilities.
14. Do You Test Backup Systems and Recovery Procedures?
Ask how backups are checked and restoration is tested, which systems are covered and how results are documented. Confirm who follows up any gaps found during testing.
15. Can the IT Provider Support Remote Work During Emergencies?
If your team needs to work from another location during a disruption, discuss which systems must remain accessible. Check access controls and dependencies such as internet connectivity, power and staff devices.
What to Ask an IT Services Provider About Onboarding & Contracts
16. What Is Your Client Onboarding Process?
Ask for an onboarding plan covering systems, access, documentation, handover and initial priorities. Confirm who is responsible for each step, what your team needs to provide and any expected interruption.
17. What’s Your IT Services Contract Cancellation Policy?
Check the contract term, renewal process, notice requirements, cancellation charges and handover arrangements. Make sure the commitments, responsibilities and exit process are clear before you agree.
Professionalism & Communication: Questions to Ask Your IT Partner
18. How Do Your IT Technicians Communicate with Clients?
Clear, jargon-free communication matters. Ideally, your IT partner should explain issues in simple terms and offer proactive updates, not just reactive fixes.
Compare the Scope, Then Agree the Next Step
Use the answers to compare responsibilities, service limits and costs. Our guide to common managed IT misconceptions explains other assumptions to check when reviewing a proposal.
If you’re looking for ongoing managed IT, tell us about your team, locations and the work you want a provider to take responsibility for. Discuss ongoing IT support.
For an independent security checklist, see the Australian Signals Directorate’s questions to ask managed service providers.
