Bad IT Support Holding You Back?

How to Spot the Signs and What to Do If It's Time to Switch It Support Providers

There's nothing more frustrating than feeling like your IT provider or MSP is slowing you down instead of helping you move forward. You're chasing tickets, stuck waiting for fixes, or unsure what you're even paying for. And every time you raise a concern, it's brushed off - or worse, ignored.

Sound familiar?

If you're a business owner or decision-maker at an SME in Greater Manchester and this resonates, you're not alone. We speak to companies every month who are tolerating bad IT support because:

• They're worried about switching
• They don't want downtime
• Or they just don't know what "good" should look like

So, let's fix that.

In this blog, we'll help you spot the signs your MSP (Managed Service Provider) isn't cutting it, what great IT support actually looks like in 2025, and how to make a switch without the drama.

7 Signs Your MSP (or MSSP) is Holding You Back

1. You're constantly chasing them

If it takes hours (or days) to get a response - or you feel like a number on a ticket board - it's time to ask why. Maybe you've moved to a different supplier who doesn't have much experience in your industry, or has a lot of larger clients on the books and you're not getting the attention your business needs.

2. You get "fixed", but never improved

Good IT support doesn't just fix things. It helps you avoid problems in the first place and makes your system better, not just functional.

3. They don't understand your business

Your IT provider should be able to align support and strategy with your business goals - not just "keep the lights on".

4. Security feels like your problem

Are you the one pushing for MFA, backups, and cyber security training? That's backwards. Your MSP should be leading the charge to protect you.

5. You're not sure what you're paying for

If your monthly invoice arrives and you're not sure what's covered or especially what value you're getting, something's off.

6. They keep blaming "the user"

Tech issues happen. But if every issue is met with "it's user error", you're provider's not listening - or learning.

7. You've had the same problem for months

If issues keep cropping up and never really get solves, that's not support - it's stagnation.

What Good IT Support Looks Like in 2025

⮕ Fast, clear response - no chasing
⮕ Proactive advice
⮕ Help your team can understand (no jargon)
⮕ Regular check-ins and strategic review
⮕ Cyber security that's baked in, not bolted on
⮕ Transparent pricing with no hidden surprises
⮕ A partner who knows your business

Your MSP should feel like a team member, not a helpline.

But Isn't Switching MSPs a Nightmare?

Not with the right partner. A good handover process should look like:

• A full audit of your existing systems
• Direct contact with your outgoing MSP to transfer documentation (if needed)
• Zero or minimal downtime
• Clear communication with your staff to explain what's happening
• A short onboarding plan so your team knows who to call, when, and how

At Apex, we've helped dozens of SMEs in Greater Manchester switch providers smoothly, even when the relationship with their ongoing MSP was rocky. It doesn't have to be a hassle - and you might be surprised how quickly things improve once you do.

Questions to Ask a New Provider

• What's your average response time?
• How do you handle cyber security?
• How often do you check in with clients?
• Do you offer support to in-house teams too?
• Can we speak to one of your clients before signing?

Thinking About Switching?

If your gut says something isn't right with your current IT support, you're probably right. At Apex Computing, we help grow businesses in Greater Manchester with the right support, protection and strategy they need without the stress or jargon. We will:

• Review your current setup
• Show you where the gaps are
• Create a no-pressure switch plan if you decide to move

Visit our Switching Hub to find out how simple the journey can be here.