Over the years, I’ve had a lot of conversations with business owners who feel frustrated with their IT support — but aren’t sure if it’s just “the way it is.”

Sometimes, they don’t even realise how much better things could be.

The truth is, when IT support isn’t adding value, it becomes something you put up with. You keep paying, but you don’t feel like you’re actually getting much in return — apart from the occasional fix when something breaks.

I’ve seen this too often, and it’s something I really care about changing. So, I wanted to share a few things I’ve learned about what good IT support should look like, and how to tell if your current provider might not be keeping up.

1. If They’re Only There When Something Breaks

This is one of the biggest signs. If you only ever hear from your IT provider when there’s a problem, that’s not really support — that’s just firefighting.

In my experience, the best IT relationships are the ones where there’s regular contact. Not just to fix things, but to help avoid issues before they happen.

A few things to think about:

• Do they check in with you regularly?
• Are they helping you spot risks or plan ahead?
• Or are they just waiting for you to call when something goes wrong?

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2. If They Don’t Ask About Your Business

Technology shouldn’t exist in a bubble — it’s there to help your business run better. But if your IT provider doesn’t understand your goals or how your team works, it’s hard for them to give the right advice.

I always start by asking business owners what they’re aiming for — growth, stability, flexibility, whatever it might be. Because that changes how we approach the tech.

Ask yourself:

• Have they ever asked about your plans or challenges?
• Do they suggest things that make sense for how your team works?
• Or do they just focus on keeping things running, without much thought for the bigger picture?

3. If You’re Always Waiting on Them

I’ve heard this one a lot: “We logged a ticket days ago, and we’re still waiting.” When you’ve got a team trying to get on with their work, that kind of delay can be really frustrating.

Good IT support doesn’t mean everything’s perfect all the time — but it does mean knowing someone’s there when you need them, and that they’ll keep you in the loop.

Think about:

• How quickly do they respond when you reach out?
• Do they keep you updated, or leave you wondering?
• Do you trust that they’ll sort things properly, not just apply a quick fix?

4. If It Feels Like You’ve Outgrown Them

Sometimes, IT providers are a great fit at the start — but as your business grows, your needs change.

Maybe you’ve got more staff now. Maybe you’re working in new ways. What worked before might not work anymore, and that’s OK.

What’s not OK is feeling like your provider can’t keep up.

Questions to ask:

• Are they still giving you the same advice they did a few years ago?
• Do they help you plan for growth, or just react to what’s happening now?
• Do you feel confident they can support where you’re going next?

5. If You Don’t See the Value Anymore

This one’s a bit more personal, but important.

When you think about what you’re paying for IT support — does it feel worth it? Not just in terms of cost, but in terms of what it’s doing for your business.

Good IT support should make life easier. It should give you peace of mind. It should help your team work better, with less stress.

If it’s not doing that, it might be time to take a step back and ask why.

Final Thoughts

I’m not here to tell you to switch providers or that we’re better than anyone else.

What I care about is that you feel supported by your IT, not stuck with it. That you’ve got someone who understands your business, helps you plan ahead, and is there when you need them.

If any of this rings true for you, it might just be worth having an honest conversation with your current provider. See if they’re willing to step up. And if not, know that there are other ways of doing things — ones that make IT feel like a help, not a hassle.