How to Choose an IT Support Provider in the Kootenays

1. Response time — not just promises, but SLAs

Every IT company will tell you they're responsive. What matters is whether they put it in writing. Ask for their Service Level Agreement (SLA): what's the guaranteed response time for critical issues? For non-critical issues? Is there a difference between business hours and after-hours support? A good managed IT provider commits to response times in writing — typically 15–30 minutes for critical issues and 1–4 hours for standard requests. If they can't give you specific numbers, that tells you something.

2. Local presence vs. remote-only

Remote support handles 70–80% of IT issues effectively. But the other 20–30% require someone physically present — hardware failures, network infrastructure work, new office setups, and server maintenance. If your IT provider is based entirely outside the Kootenays, ask how they handle on-site needs. Do they subcontract? What's the travel charge? How quickly can they get a technician to your location? For businesses in Revelstoke, Nakusp, Golden, or Salmon Arm, a provider with local presence eliminates these questions entirely.

3. Pricing model — per-user, per-device, or all-inclusive?

IT support pricing varies widely. The three most common models are per-user (a flat monthly fee per employee — covers all their devices), per-device (a fee per managed computer, server, or network device), and all-inclusive (a flat monthly fee for the entire organization). Per-user pricing is simplest and most predictable. Per-device pricing can be cheaper for businesses where employees use only one device. Avoid hourly-only arrangements — they incentivize the provider to be slow and create a disincentive for them to prevent problems.

4. Certifications and partnerships

Certifications aren't everything, but they indicate a baseline of verified competence. Look for Microsoft certifications (especially for M365 and Azure if you use Microsoft products), CompTIA certifications (A+, Network+, Security+), and vendor-specific credentials relevant to your industry. A Microsoft Solutions Partner designation means the provider has met Microsoft's requirements for technical capability and customer success — worth asking about if Microsoft 365 or Azure is core to your business.

5. Security practices — theirs, not just yours

Your IT provider has admin access to your systems. That makes them a high-value target for attackers — and it means their own security practices directly affect your risk. Ask how they secure their remote access tools, whether their staff use MFA, how they handle employee offboarding (do former technicians still have access to client systems?), and whether they carry cyber liability insurance. A provider that takes cybersecurity seriously for small businesses should be able to answer these questions without hesitation.

6. Scalability — can they grow with you?

Your business might be 5 people today and 20 in three years. Can your IT provider scale with you? Do they have experience supporting organizations of the size you're growing toward? Can they handle multi-location setups if you expand? IT consulting in Revelstoke BC and the broader Kootenays market often means working with seasonal businesses that double their staff in winter or summer — your provider should be comfortable scaling up and down with you.

Red flags to watch for