IT support should make the business easier to run. If users keep losing time, suppliers blame each other and recurring issues never disappear, the provider may be preserving the problem rather than solving it.
Recurring faults are normalised
If the same issue keeps returning, the conversation should move from ticket closure to root cause. Repeated workarounds are a sign that the environment needs ownership, not another quick fix.
Communication is technical but not useful
Business owners need to understand risk, cost, priority and tradeoffs. A technically accurate answer that does not help the business make a decision is still a poor support outcome.
Security and backups are assumed, not proven
Microsoft 365 MFA, admin access, device security, backup testing and recovery planning should be visible. If the provider cannot explain the position clearly, the business is carrying unknown risk.
There is no improvement plan
Good support does not only react. It should identify ageing systems, risky access, supplier issues and upcoming decisions before they turn into disruption.
If this sounds familiar, use the IT Risk Scorecard or read the provider-switch review.