What to Ask Your IT Provider: A Small Business Owner’s Checklist

Posted 20th May 2025

As a small business owner, you wear a lot of hats. From managing your team to keeping customers happy, your time is precious, and let’s be honest, IT probably isn’t top of your to-do list… until something goes wrong.
That’s why it’s so important to feel confident in your IT provider. 

But how do you know if you’re getting the right support, the right service, and the right level of protection for your business?

Here are some key questions to ask your IT provider, whether you're reviewing your current provider or looking to switch.

How quickly will you respond if something goes wrong?

Downtime can be costly. Make sure your provider has clear response and resolution times, and ask if these are backed by a Service Level Agreement. It’s also worth checking what’s considered “urgent” and how they prioritise issues.

What’s included in my support package?

Some providers offer all-inclusive support, while others charge extra for certain services like project work, out-of-hours support, or on-site visits. Make sure you understand exactly what you’re paying for, and what might come as an unexpected extra cost later down the line.

How are you protecting my business from cyber threats?

It’s no secret that cyberattacks are on the rise, and small businesses are often prime targets. Your IT provider should be helping you stay protected in a few key ways such as keeping your antivirus and endpoint protection up to date, managing regular software patches and updates, filtering emails to reduce threats, and supporting your team with cybersecurity awareness training. Don’t be afraid to ask how these are handled and whether they’re included in your current package.

Can you help me plan for the future?

Good IT support isn’t just about fixing things when they break. A great provider will help you look ahead, whether that means planning to upgrade ageing hardware, moving more of your systems to the cloud, or tightening your cybersecurity defences. 

It’s worth asking whether they offer regular review meetings or a technology roadmap to ensure your IT keeps pace with your business goals.

How do you keep my data backed up and recoverable?

Backups are your safety net - and they’re vital in case of accidental deletion, a system failure, or a cyberattack. Ask how often your data is backed up, where those backups are stored, and how quickly your systems could be restored if something goes wrong. This is a crucial area where assumptions can be risky, so it’s always better to double-check.

What happens if I need to scale up (or down)?

Your IT needs today might look very different in 12 months’ time. If your team grows, you add new locations, or more staff start working remotely, your IT provider should be able to support that growth without a hitch. Likewise, if you scale back temporarily, it helps to know your systems and costs can flex with you.

You don’t need to be an IT expert to have a productive conversation with your provider. By asking the right questions, you can make sure your IT is in safe hands, and avoid any unpleasant surprises.

If you’re not getting clear answers or feel like your provider’s falling short, it might be time to explore other options.

At LP Networks, we believe in keeping things simple, transparent, and tailored to your business. If you’d like a no-obligation chat about your IT support, we’re always happy to help.