When you’re a small to medium-sized business, having reliable IT support isn’t a luxury, it’s essential. But not all vendors deliver what they promise, and often, the warning signs show up long before a full-blown disaster occurs. Unfortunately, many businesses don’t know what to look for, or how to respond when things go sideways.
This short guide will help you identify the red flags and give you a practical game plan for what to do next.
Red Flag #1: Slow Response Times and Missed SLAs
The Issue:
If your vendor is consistently slow to respond to support tickets or regularly misses agreed service level agreements (SLAs), it’s a sign their capacity or priorities might not align with your needs.
Why It Matters:
Downtime costs small businesses an average of $427 per minute, according to Datto’s Global State of the Channel Ransomware Report.
Remedy:
- Ask for a copy of the SLA and review what’s been agreed.
- Start tracking response and resolution times on your end to build a clear case.
- Escalate the issue internally and request a service review.
Red Flag #2: Lack of Transparency or Documentation
The Issue:
If your IT partner can’t or won’t give you documentation, reports, or clear answers about what they’re doing, that’s a red flag. You should never be completely in the dark about your own systems.
Why It Matters:
Over 60% of SMBs rely on external IT providers for critical infrastructure—lack of transparency creates business risk, especially if you ever need to transition providers.
Remedy:
- Request regular reports and clear documentation of changes and access credentials.
- Make vendor transparency a key KPI in ongoing reviews.
- Consider a third-party audit if you’re unsure about what’s happening under the hood.
Red Flag #3: Over-Reliance on One Tech or Tool
The Issue:
A vendor who always pushes the same product, regardless of your business needs, may be more motivated by commissions than finding the right solution.
Why It Matters:
According to a Spiceworks report, 32% of SMBs admit they’ve been sold software or services they didn’t really need.
Remedy:
- Get a second opinion from another IT consultant or trusted peer.
- Ask your vendor to provide comparisons or alternatives.
- Don’t be afraid to say “no” or ask for justification in plain language.
Red Flag #4: No Strategic Input, Just Firefighting
The Issue:
If your IT partner only shows up when something breaks, and never brings proactive ideas to the table, you’re missing out on real value.
Why It Matters:
SMBs that take a strategic approach to IT grow 2.5x faster than those who don’t (source: Deloitte).
Remedy:
- Schedule quarterly strategy sessions to talk about future needs and technology plans.
- Ask them to identify ways to reduce tickets and improve efficiency.
- If they can’t provide ideas for continuous improvement, it may be time to explore other providers.
Red Flag #5: High Staff Turnover or Inconsistent Contacts
The Issue:
If you’re constantly dealing with new techs who don’t understand your setup, it signals instability.
Why It Matters:
Inconsistent support leads to increased errors, lost time, and unresolved recurring issues—especially when vendor-side knowledge walks out the door.
Remedy:
- Ask about staff retention and how knowledge is transferred internally.
- Request a dedicated account manager or primary point of contact.
- Document your own environment so your business isn’t vulnerable to their churn.
What to Do If You Spot Multiple Red Flags
- Don’t Panic. Document.
Keep a record of issues and missed expectations. - Raise It Formally.
Have a structured conversation with the vendor, don’t just complain. Present facts. - Check Your Contract.
Know your rights, termination clauses, and transition periods. - Explore Alternatives.
Quietly start shortlisting other providers. Get referrals. Trial a new vendor in parallel for a small portion of your services. - Don’t Leave It Too Late.
The longer you put up with poor service, the more risk and cost you absorb.
Many business leaders assume “this is just how IT works” when things aren’t going smoothly. It’s not. Good IT support should be reliable, responsive, and help your business thrive, not just survive. Spot the signs early, and you’ll save time, money, and a lot of stress.
If you’re starting to question your current vendor, trust that instinct, and act on it.