Choosing the right managed IT provider can be the difference between smooth operations and constant tech headaches. With so many providers claiming to offer “proactive” or “fully managed” support, how do you separate the sales pitch from the substance?
Here are the top 10 questions Brisbane businesses should ask before signing any contract. Whether you’re switching providers or engaging one for the first time, this checklist will help you make a confident, informed decision.
1. Do You Offer Local Support in Brisbane?
Many providers claim national coverage, but local presence matters. If your systems go down, you want fast onsite support—not someone flying in from Sydney.
Why it matters: Local managed IT support in Brisbane means faster response times, better knowledge of local infrastructure (like NBN reliability), and in-person relationship building.
2. What’s Included in Your Managed Services Agreement?
Not all managed IT packages are created equal. Some offer 24/7 monitoring and support, while others bill extra for basic services.
Why it matters: Ensure your contract covers essential areas—patching, backups, antivirus, remote support, and strategic planning—without hidden costs.
3. What Are Your Response and Resolution Time Guarantees?
Look for providers with clear SLAs (Service Level Agreements) outlining how quickly they’ll respond—and more importantly—how fast they’ll resolve issues.
Why it matters: Downtime is expensive. You need a provider that’s accountable and measurable.
4. How Do You Handle Cybersecurity?
With cybercrime on the rise, your managed IT provider must be able to deliver a strong security posture: firewalls, MFA, endpoint protection, dark web monitoring, and training.
Why it matters: Your business reputation and customer data depend on it.
5. Will I Have a Dedicated Account Manager or Technical Lead?
It’s important to have a go-to contact who understands your business, not just a generic help desk.
Why it matters: Continuity, strategic guidance, and personalised service are key to long-term success.
6. Can You Scale With My Business?
Your IT needs today may not be the same in a year. Can your provider handle growth, remote work, new sites, or increased compliance requirements?
Why it matters: You need a partner who can grow with you, not hold you back.
7. Do You Offer Proactive Monitoring and Maintenance?
Break-fix is outdated. Look for providers who monitor your systems 24/7 and act before problems impact your business.
Why it matters: Preventing downtime is far more valuable than reacting to it.
8. How Do You Approach Backups and Disaster Recovery?
Ask how frequently backups are taken, where they’re stored, and how quickly data can be recovered after an incident.
Why it matters: Natural disasters, cyberattacks, and hardware failures happen. Rapid recovery is critical.
9. What Is Your Onboarding Process Like?
Smooth transitions matter. A structured onboarding process ensures your systems, users, and documentation are properly aligned from day one.
Why it matters: Poor onboarding often leads to miscommunication, gaps in service, or billing issues.
10. Can I See References or Case Studies?
Reputable providers should have real-world examples of businesses they’ve helped—ideally in Brisbane and within your industry.
Why it matters: Social proof helps verify their claims and gives you confidence in their expertise.
Final Thoughts
Choosing a managed IT provider isn’t just about finding someone to fix computers. It’s about partnering with a team that understands your business, secures your systems, and helps you grow.
If you’re evaluating managed IT support in Brisbane, Intellica Pty Ltd would love to chat. We’ve helped hundreds of local businesses move from reactive IT to fully managed success.
