You Deserve a Provider That Puts Service First
One of the most important things to consider when choosing an IT company is how they handle customer support. Most providers promise fast, expert service but the reality can fall short when it comes to real support and responsiveness. That’s why doing your research upfront is critical. Before signing any agreement, it’s smart to ask the right questions and test out how the company operates.
If you’re a business in Wilmington, Leland, Hampstead, Carolina Beach, Southport, or Jacksonville, here’s how to evaluate an IT support provider and make sure you're partnering with a team that truly delivers.
Ask for a Clear Service Level Agreement (SLA or SLE)
Make sure your IT provider puts their promises in writing.
A Service Level Agreement (SLA) or Service Level Expectation (SLE) outlines the exact kind of support you can expect — including response times, ticket categories, and escalation processes. It also holds the provider accountable if they don’t meet those expectations.
If they can't provide one, that's a warning sign. Professional IT companies use documentation to track and deliver consistent service.
Learn how we manage internal documentation for better IT service
Call Their References — and Ask the Right Questions
Don’t just ask “Are they good?” — dig deeper.
Ask current clients questions like: “How fast do they respond to tickets?” or “Do you reach support by email, phone, or a portal — and how reliable are those options?” Also ask, “When you call, does someone actually help you, or just create a ticket and call back later?”
These questions reveal how accessible and helpful their support team really is. It's the best way to get a realistic view of the service you'll receive.
Read what our Wilmington-area clients say about our support
Find Out How Many Devices Each Tech Supports
More devices per technician can mean slower support.
A well-structured IT provider typically assigns about 200–250 devices per technician. These “endpoints” include laptops, desktops, servers, and more.
If technicians are overloaded, it can delay responses and reduce quality. At Earney IT, we cap our technician load at 150–200 devices to ensure personal, timely service.
Test the Help Desk Yourself
Call the support number before you sign anything.
Try calling their help desk at different times and days. Pay attention to how many times you reach voicemail, how quickly you receive a callback, and how helpful the response is.
This is the same experience you’ll get once you’re a client — and it’s the easiest way to preview their customer support in real life.
Explore our remote IT support options
Ask What They’re Doing to Improve Support
The best IT companies are always working to get better.
Ask what training and quality measures are in place for their support team. Are technicians being trained in customer service? Are they holding regular meetings to improve service or checking in with clients?
Companies that invest in improvement typically deliver a better experience — and care more about your long-term satisfaction.
See how proactive maintenance helps us deliver reliable IT support
Choose IT Services That Actually Support Your Business
The right IT services provider doesn’t just fix issues — they prioritize your experience. If you don’t like the answers you get from a potential provider, it may be time to keep looking.
At Earney IT, we take customer support seriously. Every client receives a clear SLE, and our technicians undergo customer service training to better serve you. Whether you're in Wilmington, Leland, Hampstead, or Jacksonville, our team is committed to fast, friendly, and professional service.
