Top 10 compliments and complaints of managed ICT services in the US.

✅ Top 10 Compliments

1. Fast Response & Resolution Time “Their help desk is responsive, and most tickets are resolved the same day.”
2. Proactive Monitoring & Maintenance “They identify and fix issues before they become problems.”
3. Strong Cybersecurity Practices “We feel protected thanks to their constant security monitoring and threat prevention.”
4. Scalable Solutions “They easily scale with our growing business without major infrastructure changes.”
5. 24/7 Support Availability “Always available, even during holidays and off-hours.”
6. Transparent Pricing & Contracts “No hidden fees — everything is clearly outlined and predictable.”
7. Strategic IT Consulting “They’re not just support providers — they guide us on how to evolve our tech stack.”
8. Friendly & Knowledgeable Staff “Their techs are professional, helpful, and explain things clearly.”
9. Vendor Coordination “They work well with third-party vendors and handle escalations efficiently.”
10. Improved Business Continuity “Their backup and disaster recovery planning gives us real peace of mind.”

⚠️ Top 10 Complaints

1. Slow or Inconsistent Response Times “Sometimes it takes hours or days to get someone to look at a ticket.”
2. Lack of Customization “They offer cookie-cutter solutions that don’t always fit our business.”
3. Over-Reliance on Tier 1 Support “We keep getting bounced around and rarely reach someone who can solve the problem.”
4. Hidden or Surprise Charges “Unexpected fees appear outside of the agreed contract.”
5. Lack of Proactive Communication “We often find out about issues after the damage is done.”
6. Frequent Staff Turnover “Every few months, we’re working with someone new who doesn’t know our systems.”
7. Unreliable Remote Monitoring Tools “Downtime still happens even though they claim everything is monitored 24/7.”
8. Limited On-Site Support “They claim to offer on-site services, but it’s always delayed or deprioritized.”
9. Compliance Shortcomings “They aren’t always up to speed on HIPAA, SOC 2, or other regulatory needs.”
10. Poor Documentation “No proper logs, documentation, or knowledge base for past issues.”