20 Essential Questions To Ask Your IT Provider in 2026

How satisfied are you with your current IT provider?

Glitches, outages and regular unplanned downtime are obvious issues that could make you reconsider your IT provider. But many issues aren’t obvious until a cyber attack or other disaster occurs, at which point it’s too late.

You need to have complete confidence in your IT. That’s why we’ve compiled these 20 crucial questions to evaluate your current services and decide whether you need to make a switch.

Backup, Resilience & Business Continuity

How reliable are your data backups?

Have you considered the cost to your business if your systems are down? Have you ever calculated the exact cost of a system outage? How would you recover from a full system ransomware attack?

Every business needs reliable backups and a periodically tested disaster recovery plan. Your business’s ability to recover and restore operations after a disaster depends on robust strategies.

Some questions to ask include:

• How long will it take to complete a full system restore?
• Have your recovery processes been tested recently?
• Where is your data backed up?
• Do you have a copy of your data in a minimum of 2 separate locations?

AAG can perform a free independent audit to determine whether your backups and disaster recovery plans are functional and answer these important questions for you.

How much time do you lose from system downtime?

This doesn’t just mean significant outages but even simple things like waiting for a password reset. A robust, secure IT infrastructure, supported by an IT partner who understands the importance of uptime, helps improve your business’s efficiency. Our reliable support enables you to minimise downtime so you can focus on growth.

Strategic & Business Alignment

Does your IT partner provide strategic guidance?

Most IT providers are reactive; they’ll tell you when to replace hardware and offer support when an issue arises. One of the most common reasons clients switch to us is that they seek strong communication and strategic guidance for technology that improves profitability. That’s the difference we offer.

Take Microsoft 365. Do you use all the features it offers? Or, like most, do you simply use Outlook, Teams, and Office to save files? 365 does a considerable amount more, but many of our clients had yet to learn those features were available. With our support, they haven’t looked back.

With one client, AAG managed to automate 80% of a data management team’s processes using tools built into Microsoft 365.

Strategic guidance should be based on tangible outcomes, not just showing you the latest shiny tech.

To achieve this, we sit with your staff to understand your processes and identify and listen to pain points. Armed with this information, we use our vast knowledge of working across many sectors to offer you advice and guidance that will truly make a difference; not only to user experience but also to your bottom line.

Have you looked at Microsoft Copilot? This is something that will get you time back on Day 1.

Do you have a robust cyber security strategy?

Most businesses aren’t aware of modern security risks, and why would they? That’s why it’s so important to have an IT partner that does – but the most common issue we see when completing technical audits of new clients is either gaps in IT security or misconfigurations that create significant risks.

Your cyber security strategy should include:

• Regular vulnerability assessments.
• Regular penetration testing.
• Cyber Essentials certification.

Our specially trained engineers use the latest cyber security software to ensure you don’t suffer issues in your business.

Why pay for additional software when you’re already paying for services you didn’t even know you had?

Can your IT provider support your growth?

Your IT needs to evolve as your business grows, whether that’s through new systems, enhanced cyber security measures or increased data storage. If your current provider can’t scale with you, it’s time to find one that can.

We support businesses that have grown from 40 users to over 350 users in the space of a few years. Getting the right advice now will ensure that you don’t suffer any pain as your business grows. Over the years, we’ve onboarded several new clients who have gone through this process.

Often, we see providers installing systems that are fit for purpose for the here and now but don’t scale as the business grows. So, the systems have to be ripped out, and the process starts again. Can you afford this disruption and staff retraining when you’re busy trying to grow your business? Getting things right now doesn’t always mean that you will have to spend more money.

Is your IT strategy aligned with your business goals?

One of the most common reasons clients switch to us is that their IT doesn’t support their goals. Technology is integral to modern business, so your IT strategy should be tied to your broader growth goals. Alongside their technical expertise, our dedicated consultants have strong business knowledge and years of experience developing robust strategies for businesses of all sizes.

Is high staff turnover affecting service continuity?

If your provider’s key staff members leave or change frequently, it can disrupt service continuity. Training new staff takes time, which means more disruptions and longer resolution times as new members get up to speed.

Working with an IT provider with a stable, experienced team is essential. At AAG, we’ve worked hard on our culture and core values to ensure that we have an amazing team of people, and our staff retention is very high.

Personal development is a top priority at AAG, so all staff have continual training. Our team is at the heart of everything we do; that’s what sets us apart and keeps us ahead of the competition.

Proactive IT & Future Planning

Do you know what your IT spend will be next year?

We know that reliable financial planning is crucial for running a successful business. If the answer to any of these questions is a no, you need to contact us:

• Do you know what your IT spend will be next month?
• Do you know what your IT spend will be next year?
• Do you have an IT and tech budget for the next three years?

Our clients have IT strategies for the next three years, ensuring complete transparency over costs and budgets. With AAG, you’ll no longer receive unexpected bills.

Do you have access to the latest technology?

Technology can be a business’s greatest asset or a massive liability. Outdated IT increases the risk of your business suffering from inefficiencies and security risks. You need a provider that keeps up with technological advancements.

Having a comprehensive IT Strategy means that your systems remain up-to-date, and you’ll have technology that supports business growth and drives operational efficiency – while keeping you secure at all times.

How flexible is your IT infrastructure?

Some providers tie you to specific platforms or technologies, limiting your options and creating dependency on a single vendor. This vendor lock-in hinders your ability to adapt and grow if you need flexibility.

A good IT provider will help you find the best tools and services that support your operations today and continue to provide value as your business grows. If you’re feeling restricted by your technology, it’s time to explore alternatives.

Are you frequently paying unexpected IT costs?

Budgeting is tricky enough without diverting funds for another unexpected IT cost. With AAG, you get a transparent and predictable pricing model that allows you to plan for a future without surprises.

Does your provider offer innovative solutions?

Your IT provider should help you use technology to enhance efficiency and competitiveness. Innovation means introducing new technologies, streamlining processes, and providing strategic advice that helps your business thrive in a rapidly evolving digital landscape. If your current provider doesn’t offer innovative solutions, you must look for alternatives.

Cyber Security & Risk Management

How do you protect your critical data?

Losing data can be catastrophic, so you’ll probably have data backups critical to business continuity. However, did you know that tools like Azure Information Protection are available in Microsoft 365, that can automatically categorise data and apply data sensitivity labels? Policies can then be enforced to ensure this data remains encrypted and can’t be accidentally shared or deleted. Data Loss Prevention policies should also be applied.

How proactive is your cyber security strategy?

Cyber threats are ever-present and constantly evolving. An effective IT provider doesn’t just react to attacks as they arise but implements a proactive cyber security strategy that grows with the threat landscape. Regular vulnerability assessments and penetration testing, effective disaster recovery plans, and robust preventative measures are all part of a proactive strategy.

It’s also imperative that your security solutions are constantly monitored and maintained. At AAG we support our clients with a dedicated 24/7 SOC (Security Operations Centre) ensuring that your security is covered around the clock.

Does your current provider offer those? If not, it’s time to consider alternatives.

Support Quality & Accountability

Does your IT provider have the resources to support your business?

Inadequate IT support harms your business through prolonged downtime, unresolved technical issues or slow response times. Your business needs IT support that helps, not hinders, your operations. Our expert team offers 24/7 support and brings combined decades of experience to resolve issues quickly. We provide services that improve efficiency and productivity across your operations.

Do you have the proper audit and compliance support?

Compliance with industry standards and regulations is essential. However, remaining compliant with constantly evolving regulations like GDPR takes time and effort. An IT provider that helps you meet these requirements is crucial. This should all be included as part of your IT Strategy.

Are you receiving effective customer support from your IT provider?

Timely and effective customer support is vital. When technical issues arise, you need a responsive IT provider to quickly diagnose and resolve problems to minimise downtime and lost productivity. How is your provider performing to their service level agreements?

Is your provider regularly failing to meet service-level agreements?

Service-level agreements guarantee a certain level of performance and reliability. If these agreements aren’t met, it’s a sign to look elsewhere.

This information should be readily available. It’s important to us that we are completely transparent with our clients in everything we do. That’s why we will provide you with your own portal where you can get live updates on how we are performing. No more waiting for reports or information, we provide it to you with a click of a button.

Your business deserves an IT partner who promptly and effectively addresses your technology needs and delivers real value.

Is inefficient IT management affecting your business operations?

If your provider doesn’t efficiently manage your IT infrastructure, it increases the risk of frequent downtime, reduced productivity and more technical issues. Does that sound familiar?

For example, how long does setting up a new starter take? Did you know that by using Microsoft 365, we can completely automate the setup of a new starter? We can ship you a new laptop the next day, and the setup and installation of business-specific software are completely automated!

If you don’t have these you should consider switching to a provider that offers more robust and proactive management of your IT resources.

Ready for a Change?

If your IT provider isn’t meeting your needs, it might be time for a change. At AAG, we pride ourselves on delivering top-notch IT support tailored to your business’s unique requirements.

Our team of experts is dedicated to ensuring your technology works seamlessly so you can focus on what you do best. Don’t settle for less—experience the AAG difference today. Contact us now to learn how we can elevate your IT experience.