Twelve questions to ask any IT vendor before you sign.

Quotes look alike on paper. The answers to these questions show the differences.

1. Who actually does the work? Their own engineers, or sub-contractors? Both are fine if it is stated and one party is accountable.
2. Where does the equipment come from? Manufacturer channel, distribution or importer, and can serials be verified?
3. What exactly is included? Cabling, configuration, licences, labour, travel, testing and documentation.
4. What is excluded? Ask for it in writing.
5. How long does delivery take, and what if a part is late? Look for named alternates.
6. What does the warranty cover, and who handles claims?
7. How is support delivered, and how fast? Hours, channels, response targets and escalation.
8. What do we receive at handover? Drawings, configurations, passwords, test reports.
9. Who owns accounts, licences and credentials? It should be you.
10. How are changes priced? A fair rate card avoids disputes.
11. What happens if we leave? A good supplier supports a clean handover.
12. Can we speak to a similar customer, or see a similar installation?

Reading the answers

Specific answers with documents behind them signal a mature supplier. Vague or defensive answers are information too.

Tailoring

A supplier who adapts terms to your operation is easier to work with than one selling a fixed package. Ask what can be adjusted.