To choose an IT support provider, compare how each one would handle the incidents your staff actually face. A quote is easier to assess once you know who would respond to an outage, when they would be available and what would cost extra.
Ask about response times at different severity levels
Separate the time it takes to acknowledge a request from the time it takes to restore service. A provider might respond quickly while waiting for a replacement part or an internet carrier. Ask for targets for an outage that stops invoicing, a single unusable workstation and a routine request. Check when those targets apply and how to escalate an emergency.
Get a quote for a typical week
Give each provider the same three requests, such as setting up a new computer, troubleshooting an email issue and making an on-site visit. Ask what the plan covers, how travel fees work and how after-hours service is billed. Quebec businesses can also specify which locations or shifts need support in both French and English.
Check how the provider follows up
Ask to see an anonymized ticket or service report. It should explain the impact, the work done and the next step. If a workstation loses its connection every week, the provider should be able to connect the tickets and investigate the recurring issue. Agree on a backup contact channel in case the ticket portal or company email is unavailable.
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