Choosing an IT partner is a bit like choosing an accountant: you are handing over access to something the business cannot run without, and you will only find out how good they are when something goes wrong. A polished proposal tells you very little. The answers to a few direct questions tell you a lot.
1. Who will actually do the work?
Ask whether you will deal with certified engineers who get to know your systems, or with a rotating help desk reading from a script. Ask to meet the people who would look after you, not just the salesperson.
2. How fast do you respond — and what counts as a response?
An automated “we have received your ticket” email is not a response. Ask for target times by priority, from “the whole office is down” to “one user needs a new mailbox”, and how those times are measured and reported. We wrote more about this in why response time matters more than uptime promises.
3. What happens out of hours?
If your business runs evenings or weekends, find out exactly who answers the phone then, and what it costs.
4. Do you start with an audit?
A partner who quotes for new equipment before looking at what you have is guessing. A good one will want to understand your current setup first — see what a full infrastructure audit covers.
5. Who owns the documentation and passwords?
You should. Ask how your systems will be documented, where admin passwords are stored, and whether you can get a complete copy at any time. This one question protects you more than any clause in the contract.
6. How do you handle our data?
Ask who on their team can access your systems and data, how that access is controlled and logged, and how they help you meet your obligations under the Kenya Data Protection Act.
7. How will you report to us?
Regular, readable reports — tickets raised and resolved, response times, patching status, backup results — are how you know the service is being delivered. Ask to see a sample.
8. What is included, and what is extra?
Get clarity on what the monthly fee covers, what is billed on top (projects, hardware, site visits, after-hours work) and how price changes are handled.
9. Can we speak to a current client?
Any partner confident in their work will happily put you in touch with a business similar to yours.
10. What happens if we leave?
A good partner makes leaving easy: a proper handover, all documentation and credentials returned, and no surprises. If the answer is vague, treat that as the answer.
Red flags
- Recommendations and quotes before anyone has looked at your systems.
- Reluctance to share admin access or documentation with you.
- Uptime percentages everywhere, but no committed response times.
- Long lock-in periods with no clear exit terms.
We are happy to answer every one of these questions ourselves. Ask us, or see how our managed IT support works.