Questions to ask a technology provider before you sign

Twelve questions that separate a good IT, security or cloud provider from a risky one, and what a good answer sounds like.

Most problems with an IT provider come from things nobody asked about before the contract was signed. Ask these, and write the answers down.

Service and response

• How fast do you respond to a critical problem, and how fast do you fix it? Response and resolution are different. A good answer gives both, in hours, in writing.
• What are your support hours, in my time zone? Ask what happens outside them and whether out-of-hours help costs extra.
• Who will I actually speak to? A named contact or a small team usually beats a queue.
• What's included in the monthly price, and what isn't? Ask for a list. On-site visits, projects, new starters and licences are common extras.

Security and data

• Which security certifications do you hold? ISO 27001 and Cyber Essentials Plus are common. Ask to see the certificate and its expiry date.
• Where will my data be stored and who can access it? You need this for your own data protection duties.
• How do you back up my data, and when did you last test a restore? A backup nobody has restored is a hope, not a plan.

Contract and exit

• What is the minimum term and notice period? Shorter terms show confidence.
• How do prices change during the contract? Ask whether rises are capped.
• If we leave, how do you hand over? You should get your passwords, documentation and data without a fight.

Proof

• Can I speak to two current customers like us? Similar size and industry matter more than big names.
• Where can I read reviews? Reviews you can check, with replies from the provider, tell you how they handle problems.