The Hidden Cost of “Good Enough” IT Support
Here’s what most Northern Nevada business owners don’t realize: that IT company fixing your computers is capable of doing so much more for your business—and you’re probably not using even half of what they could offer.
Last week, I sat down with a manufacturing executive in Sparks who’d been with the same IT provider for five years. When I asked him what strategic initiatives his provider had brought to the table recently, he went silent. Then he said something that stuck with me: “I guess I never thought to ask for more than keeping things running.”
That conversation happens too often across Reno, Sparks, and Carson City. Business leaders treat their Managed Service Provider like a repair shop—call them when something breaks, ignore them when it doesn’t. Meanwhile, their competitors are using their MSPs to slash operational costs, prevent security disasters before they happen, and give their teams the tools to work more efficiently.
Why Northern Nevada Businesses Need More Than Break-Fix IT
The technology landscape has shifted dramatically in recent years. Remote work capabilities are now essential. Cyber threats targeting Nevada businesses have increased significantly. And that new competitor who just moved into your market? They’re probably running circles around you with cloud-based systems and automation tools you haven’t explored yet.
Traditional IT support—what we call the “break-fix” model—made sense when technology was simpler. Your server crashed, you called someone to fix it. Your email went down, same story. But playing defense doesn’t win games anymore.
Think about it this way: Every minute your team spends wrestling with slow computers, waiting for files to load, or recovering from a phishing attack is a minute they’re not serving customers or growing your business. In Northern Nevada’s competitive market, those minutes add up to lost opportunities and lost revenue.
The Real Difference Between an IT Vendor and a Strategic Partner
Let me paint you two scenarios:
Scenario A: Your current IT provider shows up when called, fixes the immediate problem, sends an invoice, and disappears until next time. They might run some updates occasionally and remind you to change passwords. Sound familiar?
Scenario B: Your technology partner meets with you quarterly to discuss upcoming business initiatives. They notice your sales team wastes hours weekly on manual data entry and implements an automation solution. They catch security vulnerabilities before hackers do. They help you budget for technology investments that actually move the needle on revenue.
The difference? One keeps you treading water. The other helps you swim faster than your competition.
At NVITS, we work with businesses across Northern Nevada and Northern California who’ve made this shift. The results speak for themselves: significant reductions in IT-related downtime, faster issue resolution, and most importantly, teams that actually enjoy using their technology instead of fighting it.
The 7 Questions That Change Everything
Ready to find out if your MSP is truly earning their keep? Here are seven questions that separate strategic partners from expensive band-aid providers. Ask these in your next meeting and watch how they respond—their answers (or lack thereof) will tell you everything you need to know.
Question 1: “How Do You Proactively Identify Technology Solutions That Improve Our Productivity?”
Why This Matters: Waiting for you to ask about new technology is reactive. A real partner should be bringing ideas to your table, not the other way around.
What Great Looks Like: They schedule regular technology review sessions, present case studies from similar businesses, and can explain exactly how features you’re not using could save your team hours each week. They know your industry’s tech trends and bring relevant solutions before you even realize you need them.
Red Flag Response: “We’re here whenever you need us” or “Just let us know what you’re looking for.”
Question 2: “What’s Your Plan for Maintaining Peak System Performance and Preventing Downtime?”
Why This Matters: Downtime directly impacts profitability. Even one hour of unexpected downtime can cost Northern Nevada businesses thousands of dollars depending on your industry. Preventable downtime? That’s poor planning.
What Great Looks Like: They show you their monitoring systems, explain their preventive maintenance schedule, and have clear metrics on system performance. They can tell you exactly when each piece of hardware needs replacement before it fails. They should guarantee uptime levels with clear accountability.
Red Flag Response: Vague promises about “monitoring your network” without specifics or measurable outcomes.
Question 3: “How Do You Measure and Report on the ROI of Your Services?”
Why This Matters: IT should be an investment that drives business value, not just an expense. The right technology strategy directly impacts revenue, efficiency, and competitive advantage. If your MSP can’t demonstrate ROI, you’re paying for assumptions rather than results.
What Great Looks Like: Regular reports showing reduced downtime, improved efficiency metrics, and prevented security incidents with business impact attached. They track response times, resolution rates, and can connect these metrics to your operational goals. They celebrate wins with you—like when automation saves your team significant time each month.
Red Flag Response: Technical jargon without business context or promises to “look into tracking that.”
Question 4: “What’s Your Cybersecurity Strategy and Incident Response Plan for Our Business?”
Why This Matters: Reno and Carson City businesses face the same cyber threats as companies anywhere, often with smaller security budgets. One ransomware attack can shut you down for weeks. Your MSP should be your security force, not just your cleanup crew.
What Great Looks Like: They detail multiple security layers—endpoint protection, email filtering, employee training, dark web monitoring, and backup systems. They run regular security assessments, provide employee phishing simulations, and have a documented incident response plan that everyone understands. They stay current on emerging threats specific to your industry.
Red Flag Response: Over-reliance on basic antivirus and firewalls, or worse, “We’ll deal with it if it happens.”
Question 5: “How Do You Help Us Maintain Compliance and Manage Third-Party Vendor Risks?”
Why This Matters: Compliance failures don’t just mean fines—they mean operational disruption, reputation damage, and competitive disadvantage. Additionally, your vendors’ security weaknesses can become your security problems.
What Great Looks Like: They understand your industry’s compliance requirements thoroughly (HIPAA for healthcare, CMMC for defense contractors, PCI-DSS for retail). They conduct regular system audits, maintain compliance documentation, and vet their own vendors rigorously. They make compliance feel manageable rather than overwhelming.
Red Flag Response: “We’ll help you if you get audited” or unfamiliarity with your specific compliance requirements.
Question 6: “Where’s Our Technology Roadmap, and How Does It Align with Our Business Growth?”
Why This Matters: Your Sparks startup won’t have the same tech needs when you expand to Sacramento. Planning prevents painful, expensive emergency upgrades that disrupt operations right when you’re trying to scale.
What Great Looks Like: A clear roadmap aligned with your business plan, showing planned upgrades, cloud migrations, and new capabilities. They anticipate needs—like enhanced collaboration tools before you open that new Northern California office. They help you budget for growth and avoid technology bottlenecks.
Red Flag Response: “We’ll upgrade things as needed” or focus only on immediate fixes without long-term planning.
Question 7: “What Certifications and Ongoing Training Does Your Team Maintain?”
Why This Matters: Technology evolves rapidly. An MSP stuck in outdated practices can’t solve modern problems effectively. Their expertise directly impacts your competitiveness and security posture.
What Great Looks Like: Current certifications from major vendors (Microsoft, Cisco, CompTIA, cybersecurity specializations), documented ongoing training programs, and expertise relevant to your industry. They invest in their team like you invest in yours. They’re knowledgeable about emerging technologies and can explain them clearly without overwhelming technical jargon.
Red Flag Response: Outdated certifications, no ongoing training program, or deflection about team qualifications.
Transform Your IT Partnership Today
Here’s the reality: If your MSP can’t answer these seven questions confidently and specifically, you’re not getting the strategic value you deserve. Your competitors with true technology partners are gaining ground while you’re stuck in reactive mode.
But here’s the good news—you can change this dynamic starting today.
Your Next Steps:
Schedule a Strategic Technology Review: Have a real conversation about where your technology could be working harder for you. If your current MSP won’t do this, that tells you something important.
Document Your Technology Challenges: Track every IT-related delay, frustration, and workaround your team experiences for one week. The patterns might surprise you.
Get a Second Opinion: Even if you’re satisfied with your current provider, understanding what’s possible can transform your expectations and results.
Experience the NVITS Difference
At NVITS, we don’t just manage IT—we transform it into a competitive advantage for your business. Our Northern Nevada clients don’t worry about technology anymore. They leverage it to succeed in their markets.
We serve businesses across Reno, Sparks, Carson City, and Northern California with:
✓ Proactive managed IT services that prevent problems before they impact operations
✓ Enterprise-grade cybersecurity that protects without creating friction
✓ Strategic technology planning aligned with your business objectives
✓ 24/7 support from certified experts who understand your business
✓ Guaranteed response times and uptime commitments you can count on
Stop settling for IT support that just keeps the lights on. Start demanding a technology partnership that drives real business results.
Ready to Ask These Questions?
Call NVITS at (775) 210-5168 or schedule your free IT strategy session
Ask us these seven questions—we have answers that will transform how you think about technology.
About NVITS: Northern Nevada’s premier Managed IT Services and Cybersecurity provider, serving businesses in Reno, Sparks, Carson City, and Northern California. We transform technology from a necessary expense into a strategic business advantage.