If you’ve been burned by a poor support partner with slow response times, vague updates, endless escalation, you’re not alone.
For IT and Digital Leads in enterprise organisations, choosing a new digital support partner can feel like navigating a minefield. It’s not just about finding a partner - it’s about trusting a team with your digital reputation, performance and peace of mind.
This guide offers four essential questions to help you assess digital support providers correctly and avoid the common pitfalls that lead to failure.
Why It Matters:
Many support partners oversell during the pitch, then underdeliver during onboarding. Day One should bring immediate reassurance, not radio silence.
What to Look For:
Our approach:
We assign an onboarding team which is the same team that will work with you post onboarding, hold discovery sessions including how support works operationally and provide you with a fully documented desk to desk process at the outset.
Why It Matters:
Poor communication is the top reason support relationships break down. You need visibility, not vagueness.
What to Look For:
Our Approach:
We provide ITIL aligned incident workflows, a 24/7 accessible Service Desk for raising tickets and tracking updates and monthly support reports and reviews with your Service Delivery Manager.
Why It Matters:
Generic support won’t cut it in enterprise environments with complex stacks and sector specific requirements.
What to Look For:
Our Approach:
We specialise in Optimizely and support complex estates across regulated sectors including financial services, manufacturing, utilities, and NFP.
Why It Matters:
You’re not just buying support for business as usual, you’re investing in reassurance and peace of mind when the unexpected happens.
What to Look For:
Our Approach:
We offer 24/7/365 support with triaged responses within minutes, thorough incident reviews to prevent repeat issues and a structured problem management process to handle reoccurring incidents.
But it’s not just about being reactive. A key question to ask any digital support partner is:
“How Will You Help Me Get Ahead, Not Just Stay Afloat?”
Why It Matters:
Support should be proactive, not just reactive. You need a partner who doesn’t just fix - but helps you grow.
What to Look For:
Our Approach:
We Maintain
We take care of the essentials that keep your digital platform healthy and secure from updates and patching to performance checks and infrastructure alignment.
We Optimise
We help you unlock more from your platform, your people, and your processes. Through performance optimisation and practical consulting, we drive measurable improvements across the digital experience.
Choosing a digital support partner is about far more than who offers the cheapest and quickest SLAs. It’s about trust, passion, accountability, consistency and long-term outcomes from a partner that understands your needs.
By asking these four questions, you’ll cut through the noise, surface real capabilities and avoid the traps, that led to poor support in the past.
We support clients whose digital infrastructure is business critical - not just on the balance sheet, but also for the work they do in supporting some of the most vulnerable people across the UK and beyond.