What to do when your IT Support starts to fail you

IT support is meant to underpin performance, not frustrate it. But when service slips; when response times drag, issues resurface, and strategy goes silent, it’s easy to feel stuck. Changing providers can seem like a hassle, yet accepting substandard service creates more significant, long-term problems.

Here’s how to address an underperforming MSP directly, communicate the standards your business needs, and take the right next steps if things don’t change.

Step 1: Surface the Real Impact

Start with clarity. Don’t just log that things “feel slower” or that support “isn’t great”. Frame the tangible business impact. For example:

• Are unresolved issues affecting critical workflows?

• Are outages or delays costing billable time or client confidence?

• Are strategic IT goals being missed because support lacks insight or proactivity?

Gather evidence. Look at ticket logs, resolution times, unresolved repeat incidents, and the frequency of workarounds. If staff are escalating the same issues again and again, or if internal teams are stepping in to fix gaps, note it. You’re not just frustrated, you’re documenting a pattern.

Step 2: Hold a Structured Review Meeting

Don't raise vague complaints. Request a formal service review at the right level, ideally with an account manager and someone with delivery oversight. Present your concerns with examples, and tie them back to your contract or SLA. Ask clear, direct questions:

• What root cause analysis has been performed on repeat incidents?

• How are support issues linked to wider infrastructure or roadmap planning?

• How is service quality measured beyond ticket closure?

• What’s being done to align with business goals, not just technical uptime?

This isn’t about blame. It’s about creating accountability and asking your MSP to step up.

Step 3: Redefine What ‘Good Support’ Looks Like

Many MSPs mistake activity for value. Closing tickets fast doesn’t mean problems are solved. Set clear expectations that go beyond metrics:

• Root cause resolution, not repeated fixes

• Named contacts and ownership over generic service queues

• Meaningful reporting, focused on trends and risk, not just volume

• Proactive input into future infrastructure or software decisions

• Support aligned to business goals, not just SLA compliance

Put this in writing. Whether in the form of revised objectives, an updated service definition, or a performance improvement plan, it should be concrete and time-bound.

Step 4: Watch What Happens Next

Once your expectations are clear, give the provider space to respond. You’re not demanding perfection overnight, but there should be a noticeable change in pace, tone, and structure within weeks, not months.

Red flags to watch for:

• Delayed or vague follow-ups

• Lack of ownership or leadership presence

• No changes in reporting or delivery model

• Defensive responses or minimising your concerns

If improvements stall or the same issues persist, it’s time to evaluate alternatives.

Step 5: If You Need to Switch, Plan It Cleanly

A good exit is as important as a good start. If your current MSP isn’t capable or willing to meet your needs, don’t let frustration push you into a rushed transition. Start documenting:

• Access and credentials (admin rights, cloud consoles, monitoring tools)

• Infrastructure topology and documentation

• Current support processes and integrations

• Any dependencies hidden in contracts or licensing

Look for a provider that doesn’t just fix things faster, but helps you stop firefighting altogether. One that builds support around your operations, security posture, and future goals.

IT support not up to scratch? Speak to an expert.