Your client’s deposition is tomorrow. Your document management system just went down. Your IT guy – a freelancer you call when things break – isn’t picking up the phone. This is not a hypothetical.

When something breaks, the problem is rarely just technical. A proposal is due in two hours. Your accounting system crashes. Your team is blocked. You call IT and get a voicemail, a ticket number, and an auto-reply saying someone will follow up within one business day.

You’re not searching for a new IT provider because your tickets take too long to close. You’re not doing it because the bill went up again, or because you had to call three times before someone picked up.

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