Are You Reviewing Your IT Support - Or Just Letting It Roll?

By the time issues surface, pricing, service, or risk - it’s already too late.

The renewal window has passed, and with it, your leverage.

Here’s the reality

If you’re not benchmarking your IT support, one of these is true:

• You’re overpaying
• You’re not getting the service you think you are
• Or you’re carrying unseen risk

It’s rarely obvious. These things drift, but timing matters more than anything

There’s only one point where you’re properly in control: Right before renewal.

That’s when you can:

• Challenge pricing
• Improve terms
• Raise expectations
• Or simply, audit what you’ve got

Miss it, and you’re locked in again.

“We’re happy” isn’t a strategy

Most businesses say they’re happy.

What they usually mean is that nothing has gone wrong recently.

A quick benchmark often tells a different story:

• Paying for things you don’t use
• Contracts that favour the supplier

Not always comfortable, but worth knowing.

Simple IT Support Benchmark Checklist

Use this as a 5-minute sanity check:

Commercials

• Do we know exactly what we’re paying for?
• Has pricing crept up over time?
• Are we tied into a long-term contract?

Service

• Are issues logged, tracked, and reported properly?
• Are response times consistent?

Transparency

• Do we get clear reporting on usage and performance?
• Do we receive budgetary cost breakdowns of managed services?

Alignment

• Does the support model reflect how we actually use IT?
• Are we paying for unused capacity or missing key services?

Control

• When is our renewal date?
• Do we know our notice period?
• Do we have time to act before it rolls over?

The bottom line

This isn’t about switching providers.

It’s about knowing where you stand before the decision is made for you.

Do nothing, and you’re effectively accepting the status quo for another year (or three).

Run the checklist, and at least make it a conscious decision.