How Bad IT Support Quietly Eats Into Your Bottom Line

At a Glance

• Slow response times waste payroll dollars and disrupt schedules.
• Long resolution times lead to real downtime and stalled work.
• Skill gaps create repeat issues, security risks, and prevent true fixes.
• Reliable, consistent IT reduces hidden costs and keeps work moving.

IT is the backbone of everyday operations. When support is slow, inconsistent, or lacks the right skills, the impact shows up in productivity, revenue, and even reputation. These costs are often hidden, but they grow quickly.

Slow Response Times = Lost Hours

When an issue occurs, the first question is always the same: how long until someone helps?

A response time is just the acknowledgment that your ticket was received – not a fix. If that acknowledgment takes too long, staff wait without direction.

Common results:

Work pauses because no one knows whether to wait or switch tasks.
Teams message each other to explain delays.
Managers adjust plans and timelines.

Even simple issues become expensive when you multiply the waiting across multiple people.

To take a deeper dive into the actual costs of downtime, check out The Business Cost of Everyday Tech Interruptions

Long Resolution Times = Downtime Costs

Resolution time is how long it takes to fix the problem.

Many issues require working with a technician: sharing screens, answering questions, repeating steps, or escalating to another specialist. During that time, work stops completely.

Longer or more complex problems can stall:

Client communication
Project deadlines
Approvals and internal workflows

Extended downtime can cost thousands per hour depending on the number of people affected.

Lack of IT Skills = Bigger Risks

Not every IT problem is simple. When the team handling it lacks the right skills, two things happen:

Fixes take longer because the root cause isn’t understood.
Problems return because the underlying issue wasn’t actually resolved. As a root cause analysis wasn’t completed.

Both internal and outsourced teams face this challenge. Most businesses can’t afford a full roster of specialists – networking, security, cloud systems, identity management – so gaps appear.

Skill gaps lead to:

Repeat issues that disrupt daily work
Misconfigurations that create new problems
Temporary fixes that crumble later
Security vulnerabilities or compliance risks

A single mistake in identity permissions or network setup can create hours of downtime or open the door to a breach.

Why Internal IT Can Be More Expensive Than You Think

Most businesses can’t afford to hire every specialist they need. A single internal IT person often carries responsibility for networking, security, cloud systems, device management, identity, and more. The gaps add up. Even with an internal hire, you may still need outside help for advanced networking, cybersecurity, or major projects.

For a deeper comparison, read our blog on IT costs for small businesses in Western Canada.

Bad IT support isn’t just frustrating—it’s expensive. Slow response, long resolution times, and skill gaps all create hidden costs that build month after month.

Now is a good time to review your IT strategy and ensure your support model is built to keep work moving, not slowing it down.

Horizon provides IT support for businesses across Saskatchewan, Alberta, and Manitoba. If you want a support model that reduces downtime and keeps your team moving, we can walk you through what reliable IT looks like in practice. Get in touch to learn more.