Top 10 Questions to Ask When Choosing IT Support in London

When it comes to choosing IT support in London, you don’t just want a team who can fix things when they go wrong. Ideally, you want a partner: experts who take the time to get to know your business, communicate clearly, and keep your tech running smoothly every day.

At Silver Cloud Technologies, we believe transparency builds trust. So we’re answering the top 10 questions you should ask any IT provider, including us, before you sign on the dotted line.

1. What experience do you have supporting businesses like mine?

The best providers of IT support understand your industry, its software and common challenges you face. At Silver Cloud Technologies, we’ve supported London-based firms across finance, legal, property, media, hospitality, and more for over a decade. Whether you run a startup which is growing fast, or a multi-site SME, we adapt to your needs. 

We don’t just provide one-size-fits-all services. Instead, we tailor our support to how you work.

2. What’s included in your standard IT support package?

This question weeds out those providers who only provide vague answers. Our IT support contracts are simple and clear. Here’s what’s typically included:

• Unlimited remote and on-site support

• 24/7 monitoring and alerts

• Cybersecurity updates and patching

• Backup management and disaster recovery

• User onboarding/offboarding

• Hardware and software procurement support

• Regular IT health checks and reporting

• No hidden extras. No callout fees. Just one flat monthly fee.

3. Do you provide proactive support or only react when needed?

You want both. A team who will get things fixed. But also proactive support that prevents issues from arising in the first place.

At Silver Cloud, our approach is always proactive above all. Our monitoring tools spot issues before they escalate and we run regular maintenance and upgrades, keeping your systems secure and advising on improvements before they become urgent. That’s the difference between firefighting and future-proofing.

4. How quickly do you respond to support requests?

Speed matters, especially when your team can’t work. Our clients in London benefit from industry-leading response times:

• Critical issues: 15-minute response

• Standard requests: within 1 hour

• On-site support: same day in London zones 1–4

• We also offer a 24/7 emergency line. Because problems don’t clock off at 5pm.

5. What cyber security protection is included?

Cyber threats are a constant risk, especially in a fast-paced city like London. Every Silver Cloud support package includes:

• Endpoint protection (antivirus/antimalware)

• Email filtering and phishing protection

• Firewall management

• Patch management

• MFA and password policy setup

• Security awareness training for your team

Want even stronger protection? Ask us about our managed cyber security services, including compliance with ISO 27001, Cyber Essentials, and GDPR.

6. Are you based in London and do you offer on-site support?

We can answer ‘yes’ to both those questions. We’re a London-based IT support company with engineers across the city. That means we can be on-site quickly when remote support won’t cut it.

Unlike some providers who outsource or operate from other regions, we’re proud to be truly local. We know the London business landscape inside out – and we’re only ever a tube ride away.

7. How do you manage onboarding and transition from a previous company?

Switching your IT support doesn’t have to be painful. Our onboarding process is streamlined and proven:

• Audit your current systems and access

• Liaise with outgoing provider (with your permission)

• Document everything in our secure client portal

• Deploy monitoring and security tools

• Brief your team and provide a dedicated onboarding contact

We handle everything with care and professionalism, ensuring zero disruption to your day-to-day operations.

8. Can you help us scale or plan for future growth?

Absolutely. IT support isn’t just about today; it’s about preparing for what’s next. Whether you're growing your headcount, adding new locations, moving to the cloud, or improving compliance, we help you plan and implement tech that grows with you.

We also provide virtual IT director services, so you always have strategic input at board level, without needing a full-time hire.

9. What sets you apart from other London IT support companies?

Firstly, we always put our clients first. We don’t hide behind jargon or ticket numbers. With Silver Cloud Technologies, you’ll speak to real engineers who care. 

Since we are based in London, we can provide fast on-site support when needed, with no offshore call centres involved. Proactive from the outset, we specialise in prevention, not just cure.

With our clear pricing, there’s no unwanted surprises or long contracts. Silver Cloud Technologies has a trusted track record, with 10+ years supporting businesses in and around London.

We don’t just want to be your IT company. We want to be the team you trust when it matters most.

10. Do you have references or reviews from other London businesses?

Yes, and we’re proud of them. We’ve worked with dozens of firms across the capital and maintain long-standing relationships built on trust and performance. You can find testimonials on our website and verified reviews on platforms like Google and Trustpilot.

Choosing the right partner for IT support isn’t about ticking boxes; it’s about finding a team that understands your company culture and goals, and shows up when it matters.

At Silver Cloud Technologies, we combine deep technical knowledge with a down-to-earth approach. No fluff. No overpromising. Just reliable, local IT support tailored to your business.

Ready to talk? Get in touch today for a no-pressure consultation.