Unfortunately, even IT support that starts off good can degrade. The reason being is that it's profitable to make mistakes, drag your feet, and fix the problems that were created by their own mistakes.

How to identify when your support is degrading:

 You can never find them when you need them.

 You have very little idea what they do all day long.

 They work on pet-projects instead of working on productive items.

 They upgrade things for no business reason.

 They never talk you out of doing something.

 They can't work well with others.

 You can't easily replace them and they have made everything proprietary.

 They're not working themselves out of a job.

 You have no idea what the passwords are.

 They treat your company like a technological playground.

If any of these questions were true, then your IT support sucks.

At Johnson CN - we fight this tendency by making sure that our clients are spending less and less on service as time goes on.

Typically, when we get a new customer, we do fair amount of upfront work to make sure that the system is backed up, stable, and secure - from then on the costs will go down year after year.