What's Actually Included in Technical Support? (And What You Might Be Missing)

By ARO Technologies

If you're paying for technical support but still constantly troubleshooting problems, something’s off.

True IT support isn’t just about fixing things when they break — it’s about preventing problems from happening in the first place. Yet many businesses don’t realize what they should be getting from their provider, which leads to overpaying and under-protecting.

“Managed IT Services” is a term that gets tossed around a lot. But what does it actually mean?

Whether you're a business owner, an office manager, or the go-to tech person on your team, understanding what’s included in proper IT support gives you the power to ask the right questions, spot gaps, and make smarter decisions for your business.

Let’s break it down simply—no tech jargon or fluff.

What Should Be Included in IT Support?

Here’s what a well-rounded IT support provider (also known as a Managed Service Provider, or MSP) should be offering your business:

1. Remote Monitoring & Management (RMM)

2. Security Patch Management

3. Helpdesk & Ticketing System

4. Endpoint Protection

5. Data Backup & Recovery

6. User Account & Access Management

7. Vendor Liaison Support

What You Might Be Missing

Even if your provider checks a few boxes, here are some extras that high-quality IT support often includes — and they make a huge difference:

• Monthly Reports – Do you know how your systems performed last month? If not, you're missing visibility.

• Compliance Support – If your industry has regulations (like HIPAA, PCI, or SOC 2), your IT partner should know how to keep you aligned.

• Strategic IT Planning – Great providers don’t just fix — they plan. You should have regular check-ins to align your tech with your business goals.

• After-Hours Emergency Support – What happens if you crash on a Friday night?

• Cybersecurity Training for Employees – Your people are your first line of defense. Are they trained to spot phishing scams and weak passwords?

ASK YOURSELF...

ENSURE YOUR BUSINESS WILL BE HERE TOMORROW