You’ve outgrown fixing IT problems yourself. Your team is wasting time on printer issues, slow networks, and mysterious crashes. You need professional IT support.
The challenge? Fifteen companies promise “24/7 support” and “proactive monitoring”. Most hide their pricing. Everyone claims to be “enterprise-grade”. How do you choose?
This guide cuts through the marketing language. We’ll cover what actually matters when comparing IT support providers in Cape Town, the questions that reveal real differences, and the red flags that should send you elsewhere.
What you actually need from IT support
Before comparing providers, clarify what you need. A three-person office has different requirements than a 50-person company with servers and compliance obligations.
Basic monitoring and break-fix works for small teams with simple setups. You get help when something breaks, usually charged hourly. Typical Cape Town rates: R650 per hour for remote support, R850 for on-site visits.
Managed IT support means someone watches your systems continuously, fixes issues before they affect your work, and handles upgrades proactively. Monthly fee per device or user. This suits growing businesses where downtime costs more than prevention.
Comprehensive IT management includes security monitoring, compliance reporting, strategic planning, and vendor management. Essential for regulated industries or companies with 20-plus users.
Most Cape Town businesses with 5 to 50 employees need managed support. Hourly break-fix becomes expensive once you’re calling for help twice a month.
Response time expectations (and what SLAs actually mean)
Every IT provider mentions response times. Few explain what they mean.
Response time is how quickly someone acknowledges your ticket. Resolution time is how long until the problem is fixed. These are very different things.
A provider might promise “4-hour response” but take two days to fix your email. That’s technically meeting their SLA while you’re still unable to work.
Ask specific questions:
- What’s your average same-day resolution rate? (Not just response – actual fixes)
- How do you prioritise tickets? (Complete outage vs slow internet vs password reset)
- What happens outside business hours?
- Do you charge extra for urgent requests?
Get numbers, not promises. “We aim to respond quickly” tells you nothing. “83% of tickets resolved same day” is measurable.
Red flag: Vague language like “best effort” or “as soon as possible” in service agreements. If they won’t commit to specific targets, they can’t be held accountable.
Pricing models and what’s actually included
Most Cape Town IT companies use one of three pricing structures.
Per-device pricing (R200-R500 per device monthly) sounds simple but gets complicated. Does a desktop and monitor count as one device or two? What about printers, servers, switches? Some providers count everything with an IP address.
Per-user pricing (R800-R2,500 per user monthly) is clearer for businesses with employees. Usually includes unlimited devices per user. Better for companies where people use laptops, phones, and tablets.
Flat-rate pricing (R2,500-R30,000 monthly depending on company size) covers your entire IT environment. Predictable budgeting but only works if the provider accurately assesses your needs upfront.
Hourly break-fix (R650-R850 per hour) costs less monthly but creates unpredictable bills. You’re also incentivising the provider to take longer – more hours means more revenue.
What should be included
At minimum, managed IT support should cover:
- Remote and on-site support during business hours
- Proactive monitoring of critical systems
- Regular software updates and patches
- Basic security monitoring
- Monthly reporting
Ask what costs extra. Many providers exclude:
- After-hours support
- Major projects (office moves, server migrations)
- Hardware purchases
- Third-party software licensing
- Cybersecurity tools
Red flag: Providers who won’t share pricing until after a site visit. Legitimate companies can give you a range based on employee count and basic infrastructure. Exact quotes need assessment, but hiding all pricing suggests they adjust based on what they think you’ll pay.
Local presence vs remote-only support
Cape Town has both local providers and national companies with remote-first models. Each has advantages.
Local providers can be on-site within hours for hardware failures, network issues, or problems that can’t be fixed remotely. Useful for businesses with servers, multiple locations, or older equipment.
Remote-capable providers solve most issues faster than someone driving to your office. Password resets, software problems, and configuration changes happen in minutes, not hours.
The best scenario? Local presence with strong remote capabilities. You want someone who defaults to fast remote fixes but can be there in person when needed.
Ask where their technicians are based. “We cover Cape Town” might mean someone driving from Johannesburg. Find out actual response times for on-site visits in your area.
Specialisation matters more than you think
General IT support works fine for standard Microsoft environments and common software. Specialised needs require specialised knowledge.
If you use industry-specific software (legal practice management, medical records, accounting platforms), choose a provider who supports similar clients. They’ll solve problems faster and understand compliance requirements.
Same applies to infrastructure. A company running entirely on cloud services needs different expertise than one with on-premise servers.
Questions to ask:
- How many clients do you support in our industry?
- What’s your experience with [your specific software]?
- Do you have clients similar to our size and setup?
- Can you provide references we can contact?
Red flag: Providers who claim expertise in everything. True specialists focus on particular industries, company sizes, or technology platforms.
Security and compliance capabilities
Every provider mentions security. Few explain what they actually do.
Basic security includes antivirus, firewall management, and keeping software updated. This should be standard in any managed service.
Advanced security adds email filtering, multi-factor authentication, security awareness training, and regular vulnerability assessments. Essential for businesses handling client data or financial information.
Compliance support means the provider understands POPIA, industry regulations, and can help you meet specific requirements. Critical for healthcare, financial services, legal firms, or anyone processing personal information.
Ask what security tools are included vs optional add-ons. Many providers charge extra for email security, backup verification, and security monitoring.
If you’re subject to POPIA or industry regulations, ask:
- Have you helped clients with POPIA compliance?
- What reporting do you provide for audits?
- How do you handle data backup and recovery?
- What security certifications do your technicians hold?
The questions that reveal real differences
Everyone’s website promises excellent service. These questions uncover how companies actually operate:
About their team:
- How many technicians support Cape Town clients?
- What’s your average technician tenure? (High turnover means inconsistent service)
- Who will be our primary contact?
- What happens if that person is unavailable?
About their processes:
- How do you handle after-hours emergencies?
- What’s included in your onboarding process?
- How often do you review our IT environment?
- What reporting do we receive, and how often?
About the relationship:
- What’s your contract term and cancellation policy?
- How do you handle disputes or service issues?
- What happens to our data if we leave?
- Can we speak to current clients as references?
About pricing transparency:
- What’s included in the base price?
- What costs extra?
- How do you bill for projects vs ongoing support?
- Are there any setup or exit fees?
Pay attention to how they answer. Confident providers give specific answers. Vague responses or deflection suggests they’re hiding something.
Red flags that should end the conversation
Some warning signs indicate a provider you should avoid:
Vague service level agreements. If the contract doesn’t specify response times, resolution targets, and what’s included, you have no recourse when service is poor.
Reluctance to provide references. Established providers have satisfied clients who’ll speak to you. If they can’t provide contacts, there’s a reason.
Pressure tactics and long-term contracts. Requiring 36-month commitments before you’ve tested their service shows they’re more focused on locking you in than proving their value.
No local presence. A post office box and mobile number isn’t enough. You need a provider who’ll be there when things go wrong.
Generic marketing language. “Enterprise-grade solutions” and “world-class service” tell you nothing. Specific metrics (uptime percentages, resolution rates, client retention) demonstrate real performance.
Pricing that seems too cheap. Quality IT support requires experienced technicians and proper tools. If the price is dramatically below market rates, corners are being cut somewhere – usually in response times or technician expertise.
How Kwik Support measures up
We’re a Cape Town IT support company, so you’d expect us to recommend ourselves. But we’d rather you choose the right provider for your needs, even if that’s not us.
Here’s how we approach the criteria above:
We publish our pricing tiers and what each includes. Our plans start at R2,500 monthly for small businesses (Lite Plan) up to comprehensive management for larger companies (Enhanced Plan). We also offer an @home Plan for remote workers.
Our SLA commits to specific targets: 99.9% uptime for managed services, with 83% of tickets resolved same day. We track and publish these metrics.
We’re based in Cape Town with local technicians who handle both remote and on-site support. Most issues resolve remotely within hours. On-site visits happen same or next business day for managed clients.
Our team averages 8+ years experience. We’ve been operating for over 30 years, supporting businesses from 5 to 200+ employees.
We work month-to-month after the initial setup period. If our service isn’t right for you, you shouldn’t be locked in.
We specialise in small to medium Cape Town businesses – that’s our focus, not a side offering. We also support schools with a dedicated School Edition plan.
Is this right for everyone? No. Very large enterprises or companies needing 24/7 coverage might need a bigger provider. Businesses with highly specialised software might need industry-specific support.
But for most Cape Town businesses needing reliable, local IT support with transparent pricing and measurable service levels, we’re built for exactly that.
What to do next
Choosing IT support is like hiring a critical employee. Take your time, talk to multiple providers, and check references.
Create a shortlist of three to five companies. Schedule discovery calls. Ask the questions from this guide. Pay attention to how they communicate – clear, helpful answers indicate how they’ll support you long-term.
Request detailed proposals including pricing, what’s covered, response time commitments, and contract terms. Compare not just on price but on what you’re getting for that price.
Speak to their current clients. Ask about communication, responsiveness, and how the provider handles problems.
If you’d like to explore whether Kwik Support is right for your business, visit our plans page to see our service tiers and pricing, or read why businesses choose us for more detail on our approach.
The right IT support partner makes technology invisible – it just works. The wrong one creates ongoing frustration and wasted time. Choose carefully.
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