Most of the technology problems we get called about trace back to a purchase. Someone chose a vendor on a good demo, signed a contract that auto-renewed, and discovered later that they did not control their own accounts or data. The vendor was not necessarily dishonest. Nobody asked the right questions at the start.
Here are the questions we would ask, and what the answers should tell you.
Who owns the accounts and the data?
Your domain name, your cloud accounts, your customer list, and your documents should be registered in your business’s name, with you as the owner. The vendor can be an administrator. They should not be the owner.
Walk away if: the vendor registers things under their own account “for convenience,” or says they will hand over access if you leave but cannot show you how.
What happens if we leave?
Ask this before you sign, not when you are unhappy. You want to know how you get your data out, in what format, how long it takes, and what it costs.
Walk away if: the answer is vague, or exporting your own data costs a fee nobody mentioned.
How is it priced, and what changes the price?
Ask for the price in writing, with what it includes and excludes. Ask what would make it go up: more users, more devices, more storage, extra support requests, a new location.
Be careful with: open-ended hourly billing and “we will let you know” answers on scope. A vendor who cannot say what the work will cost usually does not know what it will take.
What does the contract say about renewal and cancellation?
Read the term length, the renewal terms, and the notice period. Many contracts renew automatically for a full term, and the notice window to cancel can be as short as 30 days before the renewal date.
Put the renewal date in your calendar the day you sign.
Walk away if: the vendor will not let you take the contract home to read it.
Who actually does the work?
A salesperson and the person doing your project are often different people. Ask who will work on your account, how to reach them, and what happens when they are out.
Be careful with: a polished sales process followed by a hand-off to someone you never met.
Can you show me someone who uses this?
Ask for a reference who has a business similar in size and type to yours, and actually call them. Ask what went wrong, not just what went well. Every vendor has had a bad month, and how they handled it matters more than the absence of one.
Be careful with: references that are all famous names. You want a business like yours.
Will you put your recommendation and the scope in writing?
A good vendor writes down what they will do, what they will not do, and what you need to provide. This is not paperwork for its own sake. It is how you both find out early that you disagree about what was promised.
Red flags that show up in the first conversation
- Pressure to sign today for a price that “expires.”
- Jargon in place of answers. If you ask a plain question and get an acronym, ask again.
- A claim that they can do everything for everyone.
- No questions about your business. A vendor who recommends before asking has already decided what to sell you.
- Criticism of your current provider without having seen your setup.
A short checklist
Before you sign anything:
- Everything important is registered to your business.
- You know how to leave, and what it costs.
- The price and the scope are in writing.
- The renewal date is on your calendar.
- You know the name of the person who does the work.
- You have talked to a similar customer.
How we try to do it
We scope the work, put it in writing, and quote one fixed price before we start. Your domains, accounts, and documentation stay yours. If we are not the right fit, we will say so. You can see how this works on our pricing page, or tell us what you are looking at and we will give you a straight read on it, even if you buy from someone else.