Shortly after signing a managed IT support agreement with Kelser, your technical alignment manager (TAM) will visit your site to familiarize themselves with your technology infrastructure and begin the documentation and alignment process.

If you are considering external IT support, you likely are exploring two options: break/fix and managed IT. Each approach has its place, and each does some things better than the other.

Important purchases demand due diligence. When purchasing a new vehicle, for example, you know the manufacturer suggested retail price (MSRP) and what options are included. But there are usually fees that aren’t included in the MSRP.

When considering options for external IT support, the two choices are break/fix providers and managed IT support. Some break/fix providers offer block hours of IT support. In this article, we’ll explore the pros and cons of this option.

Editor's note: This article was originally published in 2019, but has been updated to reflect the latest information.

You’ve seen the signs and know that you need to take action. Your IT needs support. You either have no IT staff or you have a small internal IT organization that is not robust enough to support your organization. As a business leader, you’re thinking about your options.

Editor's note: This article was originally published in 2021, but has been updated and revised to include a more comprehensive list of questions. Every day I answer questions from customers and potential customers about working with external IT service providers. Many leaders of small and medium-sized businesses consider outsourcing IT to realize the benefits of a full-time IT staff without incurring the expense. IT providers can provide a wealth of knowledge and experience that many businesses would love to have on staff, but can’t afford. The right partnership can enhance the security, availability, and efficiency of your business. But, choosing the wrong IT provider can yield long-lasting effects. You could be locked into an expensive multi-year contract that doesn’t fit your business needs, or even suffer cyberattacks, data loss, and downtime. I'm writing this article to provide a comprehensive list of common (and not so common) questions you can use when interviewing IT service providers to ensure that you get the right provider for you. Based on my daily interaction with current and potential customers and more than 20 years of IT industry experience, the list I'll provide in this article will be a valuable resource when you are evaluating IT service providers. I’ll provide an easy-to-understand listing of the critical questions to ask to ensure you have all of the information you need to make this important decision. After you read this article, you’ll feel confident that you have done your homework and will be equipped to make the best IT support choice for you.