Changing IT support provider: here’s everything you need to know

Reliable IT support should not be considered a far-fetched luxury; it is a primary business need. Nonetheless, many organisations remain tied to old, underperforming, reactive providers despite growing frustrations.  

Understandably, the perceived risks of switching: disruption, downtime, or costs can feel immediately more stressful and falsely outweigh the long-term costs of staying. But over time, a poor IT support company can be harmful, slow down your team, create security vulnerabilities and ultimately hold back your growth.

In this guide, we explore why businesses hesitate to switch, what better support looks like, and how our flexible IT services help organisations transition with confidence since 1989. 

Why some businesses stay (even when they’re unhappy) 

Plenty of businesses stick with IT providers that aren’t really working for them, not because they’re unaware, but because switching feels like a hassle. Concerns about operational disruption, data integrity, and continuity trump frustrations over slow response times or a reactive service. Employees may be familiar in understanding existing systems and workflows, and the idea of retraining staff, unclear alternatives and or re-configuring may seem overwhelming making transitions daunting amid other priorities.  

This inertia, alongside fixed, lengthy contracts and hidden costs and support that comes only after problems occur leave your systems exposed to preventable issues. Outdated infrastructure and inattentive oversight increase the likelihood of security breaches, cyber-attack, compliance failures, and system pauses.  

The good news? All you need is the right partner. With PCM, switching can be structured, low-risk, and immediately beneficial. 

Reasons to switch

If any of the following issues sound familiar, it may be time to reassess your business’s IT support provider and alternatively consider switching to one that works in parallel with your goals, not against them. 

Slow response times
Delays in resolving issues, wait times and being on is known to disrupt operations and in turn frustrate staff. 

Lack of proactive support
Reactive service leaves your systems vulnerable to preventable problems. Without ongoing monitoring and strategic expert advice, risks, necessary updates go unnoticed. 

Hidden costs
Surprise fees, vague pricing structures and inconsistent billing make budgeting unpredictable and undermine your budget. 

Lengthy, rigid contracts
Inflexible terms that lock you into support for long periods of time limit your ability to scale, pivot, or exit especially when your business needs change. 

Poor value for money
Premium rates for minimal service mean you're investing in problems fixing only, not prevention. 

Security and compliance exposure
Outdated systems, missed patches, gaps and inattentive support increase the likelihood of data breaches, cyber threats, and regulatory penalties. 

Operational inefficiencies
IT outages, slow down decision-making, delay projects, and impact customer experience rather than strategic. 

What does ‘better’ look like? - PCM’s approach 

A better provider offers more than reactive troubleshooting. At PCM, we deliver fast, affordable, support and to help you choose wisely, we’ve outlined the key green flags that show what good IT support should really look like. 

Clear, quick support 
No ticket queues or call centres, you are entitled to unlimited remote IT support and will speak directly with an IT support expert, saving time and reducing downtime.  

Collaborative service
We work with you not around you. Our support ensures IT aligns with your goals, not just your systems.

Friendly, expert professionals
Approachable, qualified, and experienced IT support specialists, ready to help you. 

Wide service range
IT support and support for cloud services, including Microsoft Office 365, SharePoint and G Suite / Google Workspace. Alongside this, we are experts in developing bespoke software such as CRM systems.

Flexible contracts
30-day rolling terms, with the ability to adjust to your needs. 

Transparent pricing
Know your costs up front with clear invoicing and no hidden charges.  

Scalable support
From 1 to 100+ users, support tailored to grow with small and medium sized businesses. 

A better provider offers more than reactive troubleshooting. They offer clear, effective support alongside proactive advice to keep your business secure, efficient, and successful. 

How does switching IT support providers works?

1. Agree a start date 
   We confirm a date to officially take over your IT support. Billing begins from this point, and full support is available from day one. 
2. Transition period 
   Prior to the start date, we begin a structured transition while you're still with your previous provider. During this time, we audit your systems, gather passwords, software details, and documentation — ensuring we have everything needed for a smooth handover. 
3. Go live and then review 
   On the agreed date, we take over support, activate monitoring, and begin resolving any outstanding issues. After one month, we conduct a review to align on short, medium, and long-term plans to maintain and improve your infrastructure. 

FAQs

Are there risks to switching IT support?  
Yes, risk related to data, access control, and service continuity. However, with the right provider, risks are minimal and manageable with careful planning. At PCM, we minimise these by auditing your systems, planning ahead, whilst coordinating with your previous provider to set up and proactive monitor you from day one.  

Will switching IT support cause downtime? 
No. We complete all preparation ahead of the agreed start date, ensuring there’s no gap in coverage; therefore, support can begin seamlessly from day one. 

Do PCM IT support contracts have a minimum term? 
No. Our contracts run on flexible 30-day rolling terms. Many clients start with a one-month trial to experience our service before committing longer term. 

What industries do we have experience with? 
We support a wide range of sectors, including professional services, creative industries, the food industry, and many other SMEs. 

Which operating systems does PCM support? 
We provide expert IT support for Windows, macOS, Linux, Android, and iOS across desktops, laptops, tablets, and mobile devices 

Is PCM partnered with specific IT suppliers? 
Whilst we are partners with some organisations including Microsoft and Google, we’re not tied to them. We prioritise finding the right solution to fit your needs. 

Can switching IT support lead to data loss? 
No. We understand your systems before the start date and ensure all credentials and data are securely transferred.  

Final thoughts

Switching IT support isn’t the daunting, time-consuming task many assume it to be. With the right IT support provider, your workflow continues uninterrupted, and your business operates efficiently throughout. Don’t stay tethered to weak support.

Ready to make the switch? Book your free consultation today to see how PCM, experts in IT support in Leeds and nationwide, can help your business. Our fully managed IT support services are designed to work with you not against you: proactive, scalable, and tailored to your growing business needs.