Thinking about changing IT provider is a big decision. But for many schools and businesses, it becomes unavoidable – systems keep going down, tickets drag on for days, and cyber risks are increasing while your provider seems one step behind. If your IT no longer feels like a trusted partner, you are not alone.

Top Reasons Organisations Switch IT Providers — And How to Choose the Right Partner in 2026

At Remedian IT Solutions, we speak to organisations every month who are frustrated with their current provider. Slow responses, poor communication and a lack of cyber security are common themes. The good news? Switching IT providers can be straightforward when it is planned properly – and the benefits are often immediate.

This guide explains the main reasons schools and SMEs decide to move on from their existing IT company, and what to look for when choosing a new partner in 2026.

1. Slow Response Times and Unresolved Issues

One of the biggest drivers for change is simple: staff are tired of waiting. Tickets sit in the queue for days, phones ring out, or issues are marked as “resolved” without ever really being fixed. Over time, confidence in IT support disappears.

Signs your provider is too slow:

• Users regularly chase the same issue multiple times
• There is no clear SLA for response and resolution
• Critical problems are not prioritised properly
• Staff stop logging tickets because “IT never help anyway”

A modern managed IT support provider should offer fast, predictable response times, clear communication and simple ways to log issues – by phone, email or portal.

2. Lack of Cyber Security Focus

Cyber threats have changed dramatically in the last few years. Ransomware, phishing and account compromise now affect schools and SMEs just as much as large enterprises. Many organisations switch provider when they realise their current IT partner is not taking security seriously enough.

Warning signs include:

• No clear approach to Multi-Factor Authentication (MFA)
• Limited or no cyber security monitoring
• Patch management left to “best efforts”
• No support with Cyber Essentials or insurer requirements

Your IT provider should build security into everything they do – not treat it as an optional extra. A strong partner will help you implement MFA, secure Microsoft 365, improve email protection and educate staff on cyber risks. Learn more about Remedian’s cyber security services.

3. Poor Communication and Lack of Transparency

Technology problems are frustrating enough. What really damages relationships is when an IT provider disappears, avoids difficult conversations or fails to explain what is happening.

Common communication issues include:

• No regular service reviews or reports
• Unclear ownership of important projects
• Technical language with no plain-English explanation
• Decisions made without consulting your leadership team

A good IT partner will communicate clearly with both technical and non-technical stakeholders, provide simple reporting, and be honest when something has gone wrong – with a clear plan to fix it.

4. Reactive Support Only – No Proactive Monitoring

Another major reason organisations switch IT providers is that support feels entirely reactive. The provider only responds when something is broken, instead of monitoring systems and preventing issues in the first place.

Symptoms of reactive-only support:

• Frequent, recurring problems with the same devices or systems
• Servers or services running out of space without warning
• Backups failing silently in the background
• Little or no use of monitoring tools and alerts

Modern IT support should be proactive. With services like proactive IT health monitoring, many issues can be spotted and resolved before staff even notice a problem.

5. No Strategic Guidance or Roadmap

As schools and businesses become increasingly digital, IT is no longer just “fixing computers”. It is a core part of strategy, teaching and learning, customer experience and growth. Many organisations outgrow their IT provider when they realise there is no long-term plan.

If your provider does not:

• Help you plan hardware refresh cycles
• Advise on cloud migration or hybrid options
• Support budgeting for 1–3 years ahead
• Align IT with your organisational goals

…then it may be time to look elsewhere. A modern IT partner should act as a virtual IT manager or virtual CIO, not just a helpdesk.

6. Weak Backup, Recovery and Business Continuity

Backups are often assumed rather than tested. Organisations frequently discover during an incident that backups were misconfigured, incomplete or never properly monitored by their provider.

Red flags include:

• No regular test restores or documented recovery times
• Unclear responsibility for cloud backups (especially Microsoft 365)
• Backups stored only in one location
• No written disaster recovery or incident response plan

A strong IT partner will take backup, recovery and continuity seriously – especially for critical systems like servers, cloud platforms and safeguarding data. Discover our secure backup services.

7. Rising Costs but Little Added Value

Price rises are sometimes unavoidable, but many organisations switch IT providers when they feel costs are going up while service quality stands still. This is especially common when contracts auto-renew without discussion or review.

Questions to ask yourself:

• Do you clearly understand what is included in your monthly fee?
• Are project costs transparent and agreed in advance?
• Has your provider invested in better tools, monitoring and security – or just increased prices?

A good IT partner will be upfront about pricing, provide options at different levels, and clearly demonstrate where they are adding value.

8. Sector Knowledge – Schools vs SMEs

Schools and small businesses share many IT challenges, but they also have very different requirements around safeguarding, compliance and funding. Many organisations decide to move on from a provider that does not really understand their sector.

For example:

• Schools need support with DfE digital standards, safeguarding tools and classroom technology
• SMEs may prioritise remote working, cyber insurance and industry-specific applications

Choosing a provider with proven experience in your world – such as IT support for schools or small business IT support – makes a huge difference.

What to Look for in an IT Provider in 2026

Whether you are a school, trust or SME, the fundamentals of a good IT partner are the same. When reviewing potential providers, look for:

• Clear SLAs and proven response times
• Proactive monitoring and maintenance included as standard
• Cyber security built into every service
• Experience with both on-premises and cloud environments
• Regular reviews, reporting and strategic guidance
• Positive reviews and long-term customer relationships

It is also worth asking how they will handle the handover from your existing provider – including access to systems, documentation, and any legacy equipment.

How Remedian IT Solutions Supports a Smooth Switch

Switching IT provider does not have to be stressful. Remedian has helped schools and businesses across the North West move away from underperforming suppliers with minimal disruption.

Our approach typically includes:

• A free IT health check to understand your current environment
• Security review of Microsoft 365, backups and remote access
• Planned handover from your existing provider, including documentation
• Onboarding sessions for staff and key stakeholders
• Ongoing managed IT support with proactive monitoring and clear communication

For schools, this is supported by our dedicated school IT support team. For SMEs, we offer tailored small business IT services and remote support options.

Quick Checklist: Is It Time to Switch IT Provider?

• Are staff regularly frustrated with slow responses?
• Do you feel exposed from a cyber security perspective?
• Is your IT provider rarely proactive or strategic?
• Are you unsure whether backups and monitoring are working?
• Have costs increased without clear benefits?

If you answered “yes” to several of these questions, it may be time to explore alternative partners.

Ready to Switch IT Provider With Confidence?

Switching IT provider is a chance to reset, modernise and finally get the level of service your organisation deserves. With the right partner, you can reduce downtime, improve security and give staff the confidence that IT “just works”.

Next steps:

• Book a no-obligation IT health check and review of your current setup
• Discuss your challenges with our team and explore your options
• Plan a smooth, low-risk transition to a new IT partnership

Contact Remedian today to discuss switching IT provider in 2026