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Does your IT Support Company have the key to your kingdom?

Let me ask you a question. “If your IT company closed down, moved away or simply stopped supporting your network, would you know where all of the passwords and data was kept?”

Would you know where the software licenses are, how the disaster recovery worked and how to access your cloud backup?  How about your employee workstations, do you know the passwords for those? Or their email accounts?  How about your networking documentation?  Do you have that just in case you need it?  If you have answered “No” to any or all of these statements, then it could be that your IT company has all of the keys to your kingdom and that is a very bad position to be in.

You see, even if your IT support company is doing a really good job, you should still have a copy of this information from them, just in case..  This is of course, even more relevant if you are not happy with them and are thinking about a replacement.

Every now and then, we at Computer Rescue come across a potential new client who is terribly unhappy with their current IT Support provider, however, they keep with them out of fear, just in case they delete something or hold them to ransom over their passwords.  This is NEVER a good reason to stay.

Is your IT Support company doing a good job? How would you know?

Unfortunately, we find that a lot of business owners stick with unwanted IT Support companies because they simply think that they are doing a good job.  “Well, they know more than I do”, we hear quite regularly.  Over and over I’m absolutely horrified at the level of service that some of these IT Support companies are providing and pushing their services as “industry leading” or “Best in the business”.  Once we run our FREE IT Network and Cyber Security Assessment, we often find faulty or non-existent backups, massive cyber security errors and loopholes, inefficient password policies and slow running, poorly maintained networks.

Not to mention the “999 Help Me” calls that we get from business owners across Kent who are having some form of major technical issue that could well have been avoided with proper maintenance and preventive IT Support.

So why do so many Kent businesses pay for substandard IT Support?  Is it simply because they just don’t know how to verify that their network and cyber security is secure and protected properly?  Or are they just taking their IT Support company’s word for it?

Here’s a quick pop quiz to help you to find out if your IT Support company is doing a good job for you.  Fair warning though, if your IT Support company doesn’t score a “yes” in every box, you are more than likely paying for substandard IT Support.

  • Do they answer their phones “live” and respond to support issues in one hour or less?  (YES/NO)
  • Are they remotely monitoring your network 24-7-365 to keep critical security settings, virus definitions, and security patches up to date?  (YES/NO)
  • Do they INSIST on monitoring an offsite as well as an onsite backup?  (YES/NO)
  • Do they INSIST on doing periodic test restores of your backups to make sure the data is not corrupt and could be restored in the event of a disaster?  (YES/NO)
  • Have they provided you with written, network documentation detailing what software licenses you have, critical network passwords, and hardware information, or are they the only person with the “keys to the kingdom?”  (YES/NO)
  • Do they consistently (and proactively) offer new ways to improve your network’s performance, or do they wait until you have a problem to make recommendations?  (YES/NO)
  • Do they provide detailed invoices that clearly explain what you are paying for?  (YES/NO)
  • Do they explain what they are doing and answer your questions in terms that you can understand (not tech-speak)?  (YES/NO)
  • Do they complete projects on time and on budget, or does every project end up taking longer and costing more than you expected?  (YES/NO)
  • Do they offer any guarantees on their services?  (YES/NO)

Have you got more Yes than No?

  • Do they have other technicians on staff who are familiar with your network in case your regular technician goes on holiday or gets sick?  (YES/NO)
  • Do their technicians maintain current vendor certifications and participate in ongoing training, or do you feel as though they are learning on your money?  (YES/NO)
  • Do they take calls from other clients while working on your network (and on your money)?  (YES/NO)
  • Do they provide frequent updates, status reports, and follow-up calls and e-mails?  (YES/NO)
  • Do they offer flat-rate or fixed-fee project quotes, without giving themselves a wide-open playing field with labour costs?  (YES/NO)

If you are not happy with your current IT Support company and would like to find out more about the services that we can provide.  Please call us on: 01795 430 30, or visit our Switch-IT webpage for more information about how we may be able to help.


Computer Rescue offers a complete range of IT Support and Cyber Security Services, all priced according to your requirements and needs of the business.  All of our IT Support and Cyber Security Services are tailored and bespoke to your individual company and as a result, the pricing will vary depending upon need.

Computer Rescue was set up to prevent Small – Medium businesses from being ripped off with unnecessary IT Support costs and as a company it’s important that we gain and cultivate our business relationships with our customers and not just their wallet.

Get in touch with us today to find out more about the IT Support and Cyber Security services that we offer and how we may best be of assistance to you.  We can get you started with a FREE IT Network and Cyber Security Assessment to make sure that all of your systems are working as they should be.

Here’s a link to our article: What to expect to pay for IT support and cybersecurity services.

Alternatively, download our FREE E-Book: Switching Your I.T. – 21 Questions to Ask any IT Support Company and find out the answers to the questions that you should be asking before working with any IT Support company.


Call Us: 01795 430 030