Choosing a new IT support provider in London? Ask these key questions about SLAs, security, pricing and onboarding before you sign anything.

Questions to Ask an IT Support Provider in London Before You Sign a Contract

1. What does your standard IT support package include?

• What’s included as standard in your managed IT support?
• What counts as a project or chargeable extra?
• How do you handle out‑of‑hours support?

• Clear explanation of what’s covered (helpdesk, monitoring, patching, security tools, backups)
• Transparent boundaries between BAU support and projects
• Straightforward pricing for extras

2. What are your SLAs – and how often do you meet them?

• What are your response and resolution targets for:
  • Critical issues
  • High, medium and low‑priority tickets
• How do you measure and report on SLAs?

• Written SLAs with realistic targets (e.g. sub‑1‑hour response for critical issues)
• Regular reporting on SLA performance
• Willingness to share anonymised stats or examples

3. How do you handle security for London SMEs?

• What security tools and practices are included in your IT support for London businesses?
• Are you Cyber Essentials or Cyber Essentials Plus certified?
• How do you handle backups and disaster recovery?

• MFA, endpoint protection, email filtering and patching as standard, not optional extras
• Cyber Essentials certification (ideally Plus)
• Clear backup and recovery strategy for Microsoft 365 and key systems

4. What does your onboarding process look like?

• How do you take over from our current IT provider?
• How long does onboarding usually take for a business our size?
• What do you need from us to make it smooth?

• A structured onboarding plan with clear steps and timelines
• Experience handling transitions from other providers
• A realistic view of risks and how they’re managed

5. Who will be our main point of contact?

• Will we have a dedicated account manager?
• How do we escalate issues if needed?
• How often will we have review meetings?

• A named account manager or service lead
• Clear escalation paths
• Regular service reviews (e.g. quarterly) built into the agreement

6. What experience do you have with businesses like ours?

• Do you work with other London‑based SMEs in our sector?
• Can you share relevant case studies or testimonials?
• How do you handle multi‑site setups (e.g. London HQ + Manchester office)?

• Experience in your sector (law, finance, professional services, charities, etc.)
• Case studies that feel similar to your situation
• A joined‑up approach to multi‑site and hybrid working

7. What makes you different from other IT support companies in London?

• Why do your clients choose you – and stay with you?
• What awards, accreditations or certifications do you hold?
• How long have you been operating?

• Multi‑award‑winning recognition
• Microsoft Partner status
• Cyber Essentials certification
• Evidence of long‑term client relationships

8. Can you walk us through a recent incident and how you handled it?

• A real incident (e.g. outage, security issue, major user impact)
• How they responded
• What they changed afterwards

• Honesty about what happened
• Clear communication and ownership of the issue
• Evidence of learning and improvement

How Amazing Support answers these questions

• Clear managed IT support packages with transparent pricing
• Defined SLAs and regular reporting
• Security baked into day‑to‑day support
• A structured onboarding process for switching providers
• Relevant case studies and testimonials from London SMEs

Get straight answers to your IT support questions
If you’re reviewing IT support providers in London, we can walk you through how we work, what’s included and what it would look like to switch – with no jargon and no pressure.