Best Worst IT Support Challenge

Nobody should ever have to write an article like this but it has to be said.
We deal with a lot of third party IT support companies in all sectors and our minds are blown daily by how bad they all are.
How do customers pay so much money for terrible IT support, bad security, bad practices and literally unqualified technicians?

Best IT Support Challenge:

Please contact us if you believe you’re a great IT support company — we’d genuinely like to work with you. So far, we’ve had zero takers.

These are the requirements:

A. You must be easily contactable directly — not just through ticketing systems or AI bots. You actually answer your support line or respond to messages within two minutes during working hours and offer emergency after-hours support.

B. When answering a call, your support agent can handle complex queries within an hour, has admin-level access, communicates clearly and professionally, and doesn’t need to escalate to another tier of support that takes days or weeks — only to then blame someone else.

C. You have a strong understanding of cybersecurity, networking, and servers. You understand password strength, use of password managers, firewalls (including NGFW), browser vulnerabilities, DNS security, malware threats, firmware risks, and two-factor authentication (2FA).
Or… do you set the “admin password” to the company name plus two numbers and an exclamation mark, with no 2FA, so that any staff can log in without difficulty? We see this literally every day — messy systems, poor security, and worst of all, companies who think they’re doing a good job. It’s infuriating — and then they wonder how their client got hacked.

D. You don’t rip off your customers. Seriously — we see this every day. If you say reinstalling Windows takes an hour, but it takes four because you didn’t plan properly or got distracted — don’t bill for four hours, bill for one.
Are your hourly or contract rates genuinely fair? Or do you overcharge, saying, “Oh, that’ll take two days,” when you know full well it’ll only take two hours?

E. You don’t lock customers into unnecessary contracts.
There’s rarely a reason for long-term contracts these days. Do you trap clients into 2-, 3-, 5-, or even 7- to 10-year agreements for support, phones, internet, or security?
If so, you don’t qualify.

F. You’re passionate about staying current with hardware, software, cybersecurity, AI, and everything else that makes you a great IT engineer.