5 Mistakes to Avoid When Choosing an IT Support Company


1. Choosing an IT Support Company based on a single phone call.

We recommend you invite them into your office (and go to see THEIRS) and ask them for a written proposal. Be clear on what your expectations are and what type of IT problems you want them to resolve.  A competent firm should offer to do an audit of your computer network to diagnose your system BEFORE quoting you anything.  After all, would you take a doctor’s word that you need surgery if they hadn’t done x-rays or other diagnostics? Of course not! Prescription without diagnosis is malpractice.

2. Choosing an IT Support Company that doesn’t have a written moneyback guarantee.

In our view, a good IT consulting firm should be accountable for their services and for doing things RIGHT.  If you aren’t pleased with a job that was done, they should (at a minimum) make it right for free; and if they simply cannot resolve an issue to YOUR satisfaction, you shouldn’t get stuck with the bill.

Plus, the fact that they stand behind their work with a money-back guarantee shows they have confidence in themselves to make you a happy client.  And don’t fall for the “We don’t offer one because people will take advantage of us” routine.  In our experience, most people just want honest service at a reasonable price.  If you give them that, they are happy to pay.  Are there a few unethical folks out there?  Of course, but they’re the minority, and we would rather bite the bullet on the very few dishonest folks so we can gain the trust and confidence of the majority of clients, who just want their computer support problems fixed fast and fixed right.

3. Choosing an IT Support Company without speaking to several of their current clients.

Check their references! Don’t just take the sales guy’s word that they are good – ask to speak to at least 3 or 4 it support clients that are similar to you in size and scope.  If they hesitate or cannot provide you with references, don’t trust them!

Another good sign is that they should have multiple client testimonials and success stories posted on their web site and throughout their marketing collateral.  A lack of this may be a sign that they don’t HAVE it support clients who are happy enough to provide a good reference – again, a warning sign.

4. Choosing an IT Support Company who cannot remotely monitor, update and support your network.

In this day and age, a computer consultant who doesn’t do this is living in the Stone Age.  You want someone to do this because it will dramatically increase your network’s security and will enable them to do faster repairs.  That’s not to say they shouldn’t come on-site; but remote monitoring and repairs make fixing problems FASTER for YOU and help AVOID problems cropping up in the first place.

5. Choosing an IT Support Company without visiting their offices.

It’s actually quite interesting how many IT companies claim to have a staff, but don’t.  Are they a “real” company, with real assets and working with a real, purpose-built and security-hardened data center, or are they a one-man show?

Questions?  Call me personally at 973-944-5000 or e-mail me at EBerk@CertusTechnologies.com.

About The Author

Evan BerkEvan Berk is Managing Partner at Certus Technologies, an IT Managed and Cloud Services firm that specializes in helping clients dramatically improve their business productivity.

Evan is passionate about simplifying and demystifying complex Information Technology systems and believes that the best IT systems should make our lives easier and more productive, both in the workplace and at home. He can be contacted at EBerk@CertusTechnologies.com or at 973-944-5000.

1 reply
  1. Callum Palmer
    Callum Palmer says:

    I agree, if you’re going to choose an IT support company then you’ll want to talk to their current clients first. After all, IT support is an incredibly important part of many different companies nowadays, especially those who want to give their customers an online experience. Since that is the case you have to make sure that your business has the IT support it needs to keep all of your online options operating and in good condition.


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