What to ask before hiring an IT provider for your gym

Most gym owners pick an IT provider on price or a recommendation, then find out the hard way what they didn't ask. Gyms are not offices. You open early, close late, run on tills, door access and booking systems, and when something breaks, members are standing at the desk. Here's what to ask first.

Response and cover

• What are your response times, in writing? "We're quick" isn't an answer.
• Who answers at 6am or on a Sunday? A provider who only works nine to five isn't covering a gym.
• Will I speak to the same people, or a new person every time?

Gym experience

• Have you looked after gyms or leisure sites before?
• Do you understand door access, turnstiles, CCTV, booking and payment systems, and who to call at each supplier?

Security and backup

• How do you protect our accounts, and do you set up MFA?
• What's backed up, how often, and when did you last test a restore?
• What happens if we have a data breach, and what's your part in it?

Money and contract

• Is the price fixed per month, and what's not included?
• How long is the contract, and what's the notice period?
• If I leave, do I get all passwords, documentation and admin rights back? You should never be locked in.

Insurance and proof

• Do you carry professional indemnity and cyber insurance? Ask to see it.
• Can I speak to a current customer?

Coach's tip: ask them to explain one thing in plain English, like how they'd handle your tills going down on a Monday evening. If you can't follow the answer, or they dodge it, that tells you all you need to know.