Are they Well Qualified?

Is the supplier accredited by an external entity. For example are they a Microsoft Certified or Gold Certified Partner (or equivalent) with access to in-depth resources.

Ask for resumes of named people who will actually work on your behalf. Are they well qualified support people?

Do they have degree level qualifications?

Do they have access to a Chartered Engineer on the company payroll?

Do they employ Microsoft Certified System Engineers?

Are they professional people?

Are they Working for You?

Do they have a strong commitment to your company, its objectives and goals?

Do they take the time to understand your business and key requirements?

Have they provided you with a list of named people who will support you?

Have you got a dedicated account manager to handle any problems or issues you may have?

Are they Cost-effective?

Are their charges reasonable?

Ask their referees if they are cost-effective.

Are they Responsive?

What are their service levels like?

What is the guaranteed response time for an on-site visit in an emergency situation?

What are the guaranteed response times for non-critical issues?

Can they put their own dedicated staff on-site with you?

Are they any good?

Ask for three named references from businesses similar in size and operation to yours and follow them up.

Ask for client testimonials - examples of excellent service and dedication.

Do they encourage regular customer satisfaction surveys? If so, what are they like?