Signs It's Time to Switch Service Providers

So, You Signed a Managed IT Contract…Now What?

You’ve signed a managed telecom contract with a sales representative who promised a seamless experience ahead. Since then, you’ve barely heard from the company—except for that one time when an internet issue took a full day to resolve. Other than that, nothing major seems to have gone wrong. But are you really getting what you’re paying for? It can be hard to tell, right?

Many of our clients come to us in a similar situation, so here’s some positive news: There are several straightforward ways to determine if your managed IT provider is delivering the value they promised. In this blog, we’ll walk you through some of these methods and share a few useful resources!

How to Assess Your Managed IT Service Provider

Every managed service provider offers a slightly different set of services, and these should be clearly defined in your service level agreement (SLA). Before signing with any provider—and before considering a switch—you should review your SLA carefully to understand what’s included.

However, as technology evolves rapidly, it becomes more challenging for businesses to see the work being done behind the scenes. Our approach focuses on preventing disruptions, and because we can solve most issues remotely, you may not see us on-site very often. Most of our clients appreciate this, trusting that their technology just works without constant intervention.

Additionally, we offer regular Strategic Business Reviews (SBRs) to ensure our customers are satisfied with the service they receive and are getting the strategic guidance they need. If your current provider offers these reviews and you’ve been avoiding them, consider attending. These sessions can provide valuable insights and help you achieve key business goals—after all, if you don’t ask, you’ll never know!

Warning Signs of a Subpar Provider

Even if much of the work is done behind the scenes, there are still indicators that your provider may not be meeting expectations. Here’s what to watch out for:

1. Lack of Responsiveness
   Ever notice that emergencies always seem to happen at the worst times? If your provider isn’t big enough to offer 24/7 support or relies on outsourced help that falls short in quality, you might not be getting the service you need. Your SLA should clearly state the response times you can expect. If these aren’t being met, it might be time for a difficult conversation.

2. Recurring Technical Issues and Downtime
   Depending on your business, a few hours of downtime could be a minor inconvenience or a major disruption. If your provider is only reacting to problems instead of proactively managing them, it’s time to reassess. We track all service requests closely to identify and address recurring issues quickly.

3. Limited Expertise or Services
   Modern technology is designed to work together, but a provider with limited expertise can leave you stuck in a frustrating blame game between different vendors. If your provider can’t resolve the issues you face, it’s time to rethink the relationship.

4. Inadequate Cybersecurity Measures
   Cybersecurity is constantly evolving, making it difficult to know if you’re adequately protected. If your provider hasn’t updated their cybersecurity tools in the last few years or hasn’t implemented multi-factor authentication, these are red flags. Basic cybersecurity measures go a long way, and your provider should be proactive in keeping you secure.

5. Lack of Strategic Alignment
   Is your provider aware of your organization's goals, and are they helping you achieve them? If they’re only there to keep things running, you may be missing out on opportunities to leverage technology for growth and efficiency.

6. Billing Surprises
   Billing for your telecom services shouldn’t be confusing. Look for clear, predictable pricing models that align with your usage and growth. If your provider’s pricing seems to encourage more problems, you might want to explore other options.

7. Poor Customer Service
   A lack of personalized support often means missing out on strategic guidance. Your provider should offer dedicated account managers and ensure you’re receiving the attention your business deserves, regardless of their size.

Choosing the Right Partner

Many businesses claim to be “the best,” but it’s essential to dig deeper and see if their promises align with their actions. We often offer free billing assessments or demo days based on success criteria for businesses seeking a clearer, second opinion on their current structure.