Questions To Ask Your Future IT Provider Report

A Start-Up's Journey to Proactive IT Support

A fast-growing start-up in the Bay Area had big dreams but faced a major hurdle: their IT support. They started with a budget-friendly provider that promised quick fixes, but soon, issues began piling up. Forgotten passwords, trouble accessing shared files, and constant system disruptions left the team frustrated. Worst of all, support was slow to respond, forcing the team to wait for help when they needed it most.

As the business grew, their IT problems only worsened. They realized they needed more than just reactive support—they needed a partner who could prevent issues before they even happened.

That’s when they met a new IT company that took the time to educate them on the key qualities to look for in an IT provider. They learned they needed an IT partner who offered live support, proactive monitoring, and regular updates to avoid security risks. They also learned the importance of transparent communication and timely responses, especially when facing critical tech challenges.

After switching to a provider that met these essential standards, the business quickly saw improvements. System issues were resolved before they even became problems, and the team was finally able to focus on growing their business without constant tech disruptions.

At TruAdvantage, we understand that downtime is just one way bad IT support can negatively impact your business. When you factor in issues like forgotten passwords, malware infections, or trouble accessing shared files, the pile of inefficiencies quickly turns into a mountain of frustration. As a leading IT Managed Services Provider (MSP) based in the Bay Area, we’re committed to providing proactive IT support that keeps your business running smoothly.

If you want to evaluate your current IT provider, here’s a list of 21 essential questions. Below each question, we’ve provided a General Answer and explained How TruAdvantage Does It to show you how we go above and beyond in IT support.

1. Do they answer their phone LIVE and respond to emergencies within 3 minutes?

General Answer:
Many IT providers have an answering service or voicemail system that forces you to wait for a callback. In an emergency, waiting is not an option.

How TruAdvantage Does It:
At TruAdvantage, we prioritize live support. Our team is always available to answer your calls directly, ensuring you don’t have to wait. For emergencies, we provide immediate responses within 3 minutes to minimize downtime and get you back on track fast.

2. Are they responsive for non-emergencies, with responses within an hour?

General Answer:
Some IT providers take days to respond to non-emergency issues, leaving your team in limbo for hours or even days.

How TruAdvantage Does It:
We believe in rapid response times for all support requests. TruAdvantage guarantees a response within an hour for non-emergency issues, ensuring your team can stay productive and your IT concerns are addressed quickly.

3. Do they proactively monitor, patch, and update your network’s critical security settings?

General Answer:
Many IT providers only react to security issues after they've been reported or have caused harm. This leaves businesses exposed to cyber threats.

How TruAdvantage Does It:
TruAdvantage takes a proactive approach to security. We monitor your network 24/7, applying patches and updates as needed to protect against the latest threats. You can rest assured that your critical systems are always secured. If you’re concerned about cybersecurity, check out our cybersecurity solutions to ensure your business stays protected.

4. Do they provide proof that all your data, including laptops and devices, is backed up?

General Answer:
Some providers claim to back up data but offer no proof or regular validation. This could lead to the worst-case scenario—losing your data when you need it most.

How TruAdvantage Does It:
TruAdvantage ensures that your data is not only backed up but that we also provide regular proof and test recoverability. Our backup solutions cover laptops, desktops, and other devices to guarantee your data is safe and secure. If your business needs reliable backup solutions, explore our IT strategy to make sure your business is always prepared.

5. Do they meet with you at least quarterly to review projects, performance, and improvements?

General Answer:
Many IT providers only fix problems as they arise and don't prioritize proactive planning or performance reviews, leading to missed opportunities for growth.

How TruAdvantage Does It:
At TruAdvantage, we believe in long-term partnership. We meet with you quarterly to discuss your business goals, review IT performance, and ensure we’re aligned with your needs. These meetings help us plan for future improvements and ensure your IT infrastructure evolves with your business.

6. Do their invoices clearly explain what you’re paying for?

General Answer:
Opaque billing practices can lead to confusion and frustration, making it difficult to understand exactly what you're paying for.

How TruAdvantage Does It:
TruAdvantage provides clear, detailed invoices that break down each service and its associated cost. We believe in transparency, so you always know what you're paying for and can confidently manage your IT budget.

7. Do they explain things in plain language, not “geek-speak,” and take the time to answer your questions?

General Answer:
Some IT providers rely on technical jargon, making it difficult for you to understand what’s happening with your systems and why it matters.

How TruAdvantage Does It:
We pride ourselves on clear communication. At TruAdvantage, we explain technical issues in plain language, ensuring you fully understand what’s happening and how it impacts your business. We take the time to answer all your questions thoroughly.

8. Do they proactively discuss cybersecurity, recommend solutions, and offer employee training?

General Answer:
Cybersecurity is often an afterthought for many IT providers, and without regular discussions or training, your business remains vulnerable to cyber threats.

How TruAdvantage Does It:
At TruAdvantage, we take cybersecurity seriously. We offer regular consultations on cybersecurity risks, recommend solutions tailored to your business, and provide training for your employees to ensure everyone knows how to spot potential threats. For more information on how we can support your cybersecurity needs, check out our cybersecurity solutions.

9. Have they provided complete network documentation, including admin passwords?

General Answer:
Some IT providers fail to provide full access to network documentation, leaving you dependent on them for even the simplest changes or requests.

How TruAdvantage Does It:
We believe in empowering our clients. TruAdvantage provides you with complete network documentation, including admin passwords, ensuring you have full control and visibility over your IT infrastructure.

10. Do their techs arrive on time, dress professionally, and leave you feeling confident after every interaction?

General Answer:
Unprofessional service can disrupt your operations and leave a negative impression on your team. Timeliness and professionalism matter.

How TruAdvantage Does It:
We hold our technicians to high standards of professionalism. TruAdvantage techs are punctual, well-dressed, and well-prepared for every service call. We ensure that every interaction leaves you confident in the solutions we’ve provided.

Bonus Points: Is Your IT Provider Going Above and Beyond?

11. Do they conduct regular disaster recovery drills to ensure your backups actually work?

General Answer:
A backup is only useful if it’s regularly tested and can be restored when needed. Many providers neglect this critical aspect.

How TruAdvantage Does It:
We conduct regular disaster recovery drills to ensure that our backups work when needed most. At TruAdvantage, we test your backups to verify their reliability and provide you with peace of mind knowing that your data is safe.

12. Are they helping you plan for scalable growth with technology that evolves with your business?

General Answer:
Without foresight, IT systems can become a bottleneck as your business grows, limiting your ability to scale effectively.

How TruAdvantage Does It:
We ensure your IT infrastructure is designed for growth. TruAdvantage helps you plan for scalable solutions that evolve with your business, ensuring your technology supports your goals as your business expands. If your current IT can't keep up with your growth, check out our solutions for IT that can’t keep up.

13. Do they offer advanced cybersecurity tools, like endpoint detection and AI-driven monitoring?

General Answer:
Many IT providers rely on outdated or basic security tools, leaving your business vulnerable to modern cyber threats.

How TruAdvantage Does It:
We stay ahead of cyber threats by implementing advanced cybersecurity tools, including endpoint detection and AI-driven monitoring. These tools provide proactive threat detection and protection, keeping your network secure.

14. Do they track and optimize your network’s performance to prevent bottlenecks and downtime?

General Answer:
Many providers wait until there’s an issue before addressing network performance, leading to avoidable downtime and slowdowns.

How TruAdvantage Does It:
TruAdvantage continuously monitors and optimizes your network’s performance to prevent bottlenecks and downtime. Our proactive approach ensures your network is always running at its best.

15. Are they proactive in managing and improving the overall health of your network?

General Answer:
Reactive support can result in network problems that could have been prevented. Some providers only step in when a problem arises.

How TruAdvantage Does It:
TruAdvantage is proactive about maintaining your network’s health. We monitor it 24/7 and address potential issues before they cause problems, ensuring your systems remain stable and efficient. For businesses struggling with constant IT issues, our solutions for recurring IT issues can bring lasting relief.

Time to Raise the Bar

If your current IT provider doesn’t check all these boxes, you could be settling for subpar service that’s putting your business at risk. From security vulnerabilities to lost productivity, poor IT support isn’t just an inconvenience – it’s a liability.

Start with a Complimentary Network Assessment from TruAdvantage, and let us show you how we can eliminate your IT headaches for good.

Click here to schedule your Complimentary Network Assessment now!

Let’s take your business to the next level with reliable, proactive IT support.

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