We're on Goodfirms: 7 Questions to Ask Before You Choose an IT Provider

Roo Tech Services is now listed on Goodfirms, a directory where businesses research and compare IT and technology providers. You can find Roo Tech Services on Goodfirms here.

I'll be honest: a directory listing on its own doesn't mean much. What matters is what our clients say about working with us, and that's why we joined. Goodfirms is built around client reviews. Picking an IT partner is a big decision, and reviews from real customers are one of the best tools you have. They're harder to fake than a polished website, and they tell you how a company acts when something actually goes wrong.

Reviews are only part of the picture, though. Since I started Roo Tech in 2018, I've talked with a lot of business owners who signed with an IT provider and found out too late that it wasn't a good fit. So whether you end up working with us or someone else, here are seven questions worth asking before you sign anything.

1. Who actually answers when something breaks?

Ask who picks up the phone and how quickly. Is it a ticket queue in another time zone, or someone who knows your business? Ask what "response time" means in their agreement: a call back, or someone actually working on the problem.

2. What do their clients say?

Look at independent reviews on Google and on sites like Goodfirms, and ask for a reference or two from businesses your size and in your industry. A provider who's confident in their work won't mind you asking.

3. Who owns your passwords, accounts and data?

This one gets overlooked. Your Microsoft 365 tenant, your domain, your firewall and your admin passwords should belong to your business, not to your IT company. If you ever part ways, you should be able to walk away with everything. Ask how they document your environment and what happens to that documentation if you leave.

4. How do they handle security beyond antivirus?

Antivirus alone isn't enough anymore. Ask how they protect your network (firewall management and monitoring), your devices (endpoint protection and patching) and your people (multi-factor sign-in, email security and training). Ask whether they scan for vulnerabilities and how they decide what to fix first. If you carry cyber insurance, ask whether they can help you answer the IT questions on your application accurately.

5. Is the pricing predictable?

Find out what's included in the monthly fee and what costs extra. Flat, predictable pricing means you can budget without worrying that every call will show up on an invoice. Ask for examples of what would be billed separately.

6. Do they explain things in plain English?

You shouldn't need a computer science degree to understand your own IT. A good provider explains what they're recommending, why it matters to your business, and what happens if you wait. If the first conversation leaves you more confused than when you started, take note.

7. Are they local, and will they come on-site?

Plenty can be handled remotely, but some problems need someone in the building. Ask whether they'll come to your office when needed and how far away they are. For many Knoxville-area businesses, having a provider who can be there the same day makes a real difference.

How we answer these questions

At Roo Tech, these are the standards I hold myself to. We're a veteran-owned company based in Knoxville, serving businesses across East Tennessee in healthcare, construction, manufacturing and more. Your accounts and data stay yours. Our pricing is flat and predictable. Security is built into everything we do, from the firewall to the inbox. And when I explain something, I'll do it in plain English.

We also work alongside in-house IT staff. If your business already has someone handling technology, we can add security depth and extra hands without taking over.

Have a minute? Leave us a review

If you're a current Roo Tech client, a short review on our Goodfirms profile would mean a lot. It helps other business owners make a better decision, and it helps a small shop like ours get found.

Not a client yet? Start with a free network security check. We'll look at your setup and give you a plain-English list of what's working and what to fix, with no pressure and no obligation. Or call 865-332-0008.

Shannon Jones, Owner, Roo Tech Services