This is how you choose the right ICT partner for your company

Choosing the right ICT partner can be difficult, especially when you are fully aware of the role ICT plays within your company. After all, it is what all systems run on, what all employees work with, and through which any services and products are sold. A partner who meets all your ICT needs and thinks along with you is therefore indispensable. Ask yourself these 4 questions when selecting a new ICT partner to ensure it is the right match.

1 Where did it go wrong?

Unless you are a brand-new company just starting out, chances are you have already engaged an IT partner. And are you now looking for a new partner? Then there is also a good chance that something went wrong in the previous collaboration.

By specifying exactly why you were dissatisfied with your previous IT partner, you go a long way toward finding a new one. After all, your need for an IT partner lies in the dissatisfaction you experienced. The better you understand what went wrong, the better you can assess another party based on precisely this knowledge and expertise.

2 What is your need?

Not every company is the same, and that applies to IT companies as well. IT is incredibly diverse, so many companies have a focus area and expertise that sets them apart from the competition. One focuses on providing rock-solid security, while another focuses on facilitating workspaces for employees. Additionally, it is important to consider how you want to work and how you want to do so in three years. Find an IT partner whose knowledge and services align with your current needs as well as those of the future.

3 Is there a personal connection?

The rapport with your account manager is incredibly important. This is the human factor that makes IT accessible and understandable for non-IT professionals. Additionally, they are the first point of contact for problems and updates. A good working relationship is therefore indispensable.

What do you pay attention to?

• Does the account manager understand your business operations and challenges?
• Does he/she explain technical matters in an understandable way?
• Is there a proactive attitude, or do you have to chase everything up yourself?

Test the collaboration during the initial conversations. Do you receive clear answers? Are your wishes being listened to carefully? A reliable ICT partner not only answers your questions but also asks the right questions to help you better.

Tip: Schedule an introductory meeting and pay attention to how the ICT partner communicates. How quickly do they respond? How do they think along with you?

4 Does the party meet your service requirements?

Do you have an IT problem that needs to be resolved quickly, but does it take a full week for your current customer service to get back to you? That causes a lot of frustration. An IT partner must therefore be able to meet the requirements you set regarding service and expertise.

Key Service Requirements (SLAs)

• Response time for malfunctions – How long does it take to address a problem?
• Availability – Is there 24/7 support or only during office hours?
• Service channels – Can you call, email, chat, or even have a dedicated contact person?
• Proactive monitoring – Does the ICT partner prevent problems, or do they only solve them afterwards?

Example: Suppose your business software fails and your customers cannot be helped as a result. An IT partner with a response time of a few hours can make the difference between a minor glitch and a full workday of downtime.

Tip: Ask about their SLAs and test how accessible they are, even outside office hours.

5 Transparency and cost structure

Collaboration with an ICT partner is not just about technical expertise, but also about clear agreements regarding costs and services. Nothing is more annoying than unexpected invoices or unclear contracts. What should you look out for when selecting a new ICT partner?

Costs and pricing models

• Does the ICT partner work with a fixed subscription, hourly billing, or an all-in model?
• Which costs are included and which fall outside the standard service?
• Are there hidden costs, such as extra rates for emergency care or upgrades?

Contract and flexibility

• How long are you bound by the contract?
• What are the cancellation conditions and any notice periods?
• Is the service delivery scalable if your company grows or changes?

Service and warranty

• What happens if you are not satisfied with the service?
• Does the ICT partner offer guarantees on uptime, support, and turnaround times?
• How are outages handled and what compensation do you receive for downtime?

A reliable ICT partner is transparent about prices and agreements. Ask for a clear quote and check if there is flexibility to adapt the collaboration to your growing needs.

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