Section 1: When is ‘Okay’ Not Worth the risk?
Introduction:
Many businesses stick with their current IT provider because things seem to be working fine. No glaring disasters, no urgent reasons to make a change—it’s just “ok.” But IT support isn’t just about fixing things when they break; it’s about keeping your business protected, productive, and ready for your future.
If your IT support only feels “good enough,” that could be a sign of hidden issues that could be quietly draining your time, money, and opportunities. In this blog, we will outline the real costs of settling for “ok” IT support and how to identify if your provider is holding you back.
We will provide you with 18 useful questions to consider when thinking about your IT provider.
Contents:
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Downtime and Business Interruptions
When your systems go offline, even briefly, your entire operation can come to a halt. This not only affects productivity but can also damage your client relationships.
If your current provider does not perform regular backups and does not provide an annually tested disaster recovery plan, how can you be confident that your data and systems are safe even in the event of a disaster?
To minimise disruptions, your provider should:
Keep your everyday operations running smoothly. In any emergency, your systems can be restored with minimal disruption, ensuring business as usual.
Meet insurance requirements and compliance regulations. Take control with a backup and disaster recovery solution that keeps you running smoothly.
Questions to consider:
- How often does your business experience slow performance or outages?
- Are you confident that your IT provider has a proactive plan to prevent downtime?
- Do they explain why downtime happens—and how to avoid it?
Cybersecurity Risks and Compliance Failures
Approximately 90% of UK small and medium-sized businesses (SMBs) have serious IT vulnerabilities and data management weaknesses, potentially leading to significant fines and reputational damage.
Insufficient cyber protection, poorly managed software updates, a lack of vulnerability management and incomplete backups (don’t forget Microsoft 365 and Google Workspace are not backed up as standard) leave your business non-compliant and vulnerable to cyberattacks.
A recent visit to a client revealed they had 28 computers but were only paying for antivirus protection on 15. The director’s own laptop wasn’t protected at all. The business assumed their IT provider was managing everything, but they were exposed to significant risks without knowing it.
Your IT provider should be helping ensure that your IT meets compliance requirements for your business.
- GDPR (General Data Protection Regulation): Applies to all companies’ processing personal data—failure to comply can lead to fines of up to £17.5 million or 4% of global turnover.
- Cyber Essentials and Cyber Essentials Plus: Mandatory for many public sector contracts and recommended for private sector businesses to demonstrate a secure IT environment.
- FCA Regulations (for financial services): Businesses must have secure data handling and backup procedures to protect sensitive financial data.
- ISO 27001: International standard for information security management, often required to bid for contracts.
Questions to consider:
- Are all your company’s devices, including laptops, used remotely—proactively managed, monitored, and protected?
- Do you know how often backups are performed, and can they be easily restored if needed?
- Are you confident your IT provider is keeping you compliant with GDPR and industry-specific standards?
The Hidden Costs of Quick Fixes and Reactive Support
Some IT providers take a “plaster” approach to problem-solving—fixing issues as they arise without addressing the root cause. Over time, this can lead to repeated disruptions and higher costs.
Common warning signs:
- Recurring issues with no long-term solutions
- Charges for services that should be standard, such as backups or antivirus renewals
- Unclear invoices that don’t match the number of devices in use
Ask to review your latest IT support invoice. Look for discrepancies in device coverage, missing backup services, or unexplained fees. These could indicate a lack of effective management.
The Cost of Poor Planning and Budgeting
One often overlooked cost of poor IT support is a lack of structured planning and budgeting. When IT expenses aren’t properly forecasted, businesses can face unexpected costs that throw off their financial plans.
A good IT provider should offer regular business reviews, helping you align IT investments with your business goals and anticipate future expenses.
The financial risks of poor planning:
- Unplanned hardware or software costs when systems reach end-of-life unexpectedly
- Emergency purchases to address issues that could have been prevented
- Lack of scalability, leading to rushed and costly upgrades during growth phases
Questions to consider:
- Does your IT provider offer regular budget planning and reviews?
- Do you have a clear understanding of upcoming IT expenses over the next 12–18 months?
- Are your IT investments aligned with your business’s long-term strategy?
By planning ahead, you can spread out costs, avoid financial surprises, and make smarter investments in your IT infrastructure.
Section 2: Creating an IT Partnership That Works
Productivity Losses Due to Poor IT Support
Employees rely on functional technology to perform their roles. When tech problems are frequent or take too long to resolve, productivity plummets, and frustration rises.
Questions to consider:
- Do your employees frequently report slow support response times?
- Are there unresolved issues that keep coming up during team meetings?
- Are manual workarounds becoming the norm due to system inefficiencies?
A productive team is one that doesn’t have to stop mid-task to deal with avoidable IT problems.
Staff Motivation and Retention
Frustration with poor IT can have a significant impact on employee satisfaction. When employees battle with slow systems, unresolved issues, or long wait times for support, they can feel undervalued and demotivated.
- A survey by Nexthink found that 54% of employees felt “frustrated and annoyed” due to persistent IT issues, with some considering leaving their roles due to poor digital experiences.
- According to Forrester, 40% of employees report disengagement when they feel unsupported by their IT systems, impacting morale and long-term retention.
- Poor IT is also linked to a loss in productivity of up to 20% in some roles, especially when employees spend time resolving their own IT problems.
What to consider:
- Are IT issues a common frustration raised in team feedback sessions?
- Do employees know where to turn for quick resolutions, or are they stuck in limbo?
- Could outdated or inadequate systems be contributing to staff turnover?
By addressing IT issues, businesses can improve employee satisfaction, reduce turnover, and boost overall productivity.
Financial Impact of Poor IT Support
Inadequate IT support can lead to significant financial losses for businesses, often in ways that aren’t immediately obvious.
Key financial risks include:
- Increased Operational Costs: Addressing IT issues reactively rather than proactively can lead to higher expenses over time.
- Lost Revenue Due to Downtime: System outages can halt business operations, leading to missed sales opportunities and a tarnished reputation.
- Compliance Penalties: Non-compliance with data protection regulations can result in hefty fines.
- Cybersecurity Breaches: Insufficient IT support can leave businesses vulnerable to cyberattacks, which are increasingly costly.
What to consider:
- Are you tracking system downtimes and their impact on revenue?
- Is your IT budget accounting for proactive improvements to prevent disruptions?
- Are you confident that your IT provider is focused on long-term cost savings, not short-term fixes?
How to Know If Your IT Support Is Falling Short?
We recently created a resource to help you spot the signs of poor IT support. If you missed it, here’s a chance to check it out.
“10 Signs Your IT Support Is Heading for Trouble” outlines key warning signs such as:
- Slow response times and recurring technical issues
- Unclear billing that doesn’t match your expectations
- Lack of regular updates or proactive maintenance
This free resource is designed to help you ask the right questions and make informed decisions about your IT support.
Don’t Let Hidden IT Costs Put Your Business at Risk
When IT support feels “just okay,” there’s often more at stake than meets the eye. The true costs of hidden vulnerabilities can include lost productivity, unforeseen expenses, and missed opportunities. And the longer these risks go unaddressed, the bigger the potential impact on your business.
By recognising the hidden costs now, you can avoid the price of inaction. A small investment of time in reviewing your IT support today can prevent costly risks and give you confidence that your IT systems will support your business—not hold it back.
At Focus
At Focus, we specialise in providing proactive, transparent, and results-driven IT support tailored to small and medium-sized businesses. With years of experience helping organisations streamline their IT operations, meet compliance requirements, and avoid costly pitfalls, we’ve built a reputation for reliable service that empowers growth.
Our team understands that IT should work for you, not against you. That’s why we offer more than just reactive support—we act as a strategic partner, helping you plan ahead, prevent issues, and maximise your technology investments. We’ve seen firsthand the risks that come with “just okay” IT support, and we’re committed to helping businesses like yours avoid those hidden costs and thrive with confidence.
We hope you found this blog useful. If you’d like to discuss any of the points raised or have concerns about your current IT support, we’d be happy to hear from you. Whether you have questions or want an informal chat, our team is here to help.
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IT Support Scorecard
Use this scorecard to objectively assess your IT Support.
This is your first step to uncovering gaps, improving performance, and ensuring your business gets the support it deserves.
- Identify gaps in your IT support that could be holding your business back.
- Get a clear, objective view of your provider's performance across key areas.
- Use your results to take proactive steps toward more reliable, effective IT support.
