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Qualities to Prioritize in a Business IT Support Company

With technology and IT services taking on greater importance with each passing year in the business world, more and more businesses are looking for quality IT support services. When you're on this search, it's vital to prioritize the right things in the IT support partner you choose.

At Onward Technology, we're happy to assist clients with a huge range of IT support and managed IT services, from network design and other setup needs through security, cloud storage and numerous other areas. We welcome comparisons of our services to other IT support entities -- both because we want all clients to get the very best solutions for their needs, but also because we're confident that we're the ones to provide them. When you're evaluating prospective IT support agencies, what are the top variables to consider? Here are several.

Track Record and Reputation

First and foremost, you don't want to waste your time with an IT support partner that doesn't have a stellar track record and good reputation. Do your research on the company and see what others have had to say about their services. References are always a great way to start, but also take the time to read online reviews and investigate the company's social media presence.

Any partner you're considering should have an extensive track record in the IT space and a portfolio of satisfied clients. They should also have a strong online presence, with positive reviews and social media followers.

Auditing and Certifications

Down similar lines, you need to confirm that your IT support agency is fully qualified and up to date on industry certifications. In order to ensure that your data is always safe and compliant with relevant regulations, you'll want to partner with an agency that has regular audits and stays up to date on the latest best practices.

Your prospective IT support partner should have regular audits and be up-to-date on industry certifications. Ask for a copy of their SOC2 report, or of related audit findings.

Technical Expertise

Naturally, you'll want to confirm that your IT support partner has the requisite technical expertise in order to handle your specific needs. All too often, we see businesses partnering with an agency that is great for certain areas but not so much for others. When you're vetting agencies, ask about their areas of expertise and make sure they line up with your own needs.

You should also ask about the team's experience in supporting your specific software and hardware. Do they have experience working with your particular platforms? What about your company's unique needs? Is the agency prepared to support them?

Shared Values and Organizational Qualities

In addition, there are several benefits to partnering with an IT support agency that shares your company's values and organizational qualities. For one, you'll likely have an easier time communicating with one another and collaborating on projects. Additionally, the team at your IT support partner will better understand your culture and how things work at your company.

Another similar theme to consider is an IT support agency that matches some of your organization's qualities. For instance, if you're a large corporation, you likely want to be working with a large agency. If you're a small business, partnering with a small agency might make more sense.

Performance Benchmarks

As you're getting into the technical side of things with a prospective IT partner, one vital area to focus on is their performance benchmarks. You'll want to make sure that they can consistently meet or exceed your performance goals and expectations. Ask about their past results and see what kind of guarantees they can offer you with regards to meeting your targets.

One specific area that's important within this realm is the presence of a service level agreement, or SLA. This document outlines specific performance metrics and expectations from your IT support partner, plus digs into remedies or penalties that will be levied if agreed-upon targets are not hit.

The SLA is a vital tool to ensure that your IT support partner is performing up to par and meeting your expectations.

Response Time

What good is an IT support partner if they're not there when you need them? Response time is key, and you'll want to make sure that your prospective partner has a solid track record of responding quickly to requests. Ask about their average response time and compare it to your own needs.

Furthermore, you should also be prepared for any potential emergencies. Make sure that your IT support partner has a robust emergency response plan in place, and that their team is available around the clock to help you out in a jam.


As your business grows moving forward, will your IT support partner be able to scale with you? This is an important question to ask, as you'll want to make sure that your agency can handle your expanding needs. Ask about their past experience in supporting businesses of a similar size and scope to your own.

Additionally, you should inquire about their ability to offer remote support. In many cases, agencies will be able to help you out without having to send a team member on-site. This is a valuable option to have, especially if your company is located remotely or has multiple offices across the globe.


Finally, you want to know that you'll be able to communicate effectively with your IT support partner. This includes everything from having regular status meetings to ensuring that the team is responsive and easy to get in touch with. Make sure that their communication style matches your own and that you feel comfortable working with them.

For more on the qualities to evaluate in a prospective IT support partner, or to learn about any of our IT services or managed IT services in Utah, speak to the staff at Onward Technology today.

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