How to choose an IT support company in Zagreb – 10 criteria and questions to ask

When you search for “the best IT company in Zagreb”, there is no single answer that fits everyone. A sole trader with two employees needs something different from an office with thirty computers, and a home user needs something else again. The best IT company is the one that fits your needs, is clear about what it does and what it costs, and actually responds when you need it. This guide gives you 10 criteria, the questions worth asking before you start working with anyone, and the warning signs to watch out for.

Note: this guide was written by Perfect Light, an IT services business in Zagreb. We have tried to make it useful whoever you end up choosing.

First: what do you actually need?

Before comparing offers, work out what kind of help you need:

• Occasional help: a slow computer, a virus, email that stopped working, a new printer. Remote support billed by the hour is usually enough – typical for home users and teams of one to three people.
• Ongoing maintenance: updates, backup monitoring, user accounts and quick help when something breaks. For businesses with five or more employees, a monthly maintenance contract is better value.
• A project: a new website, setting up a new office, moving to Microsoft 365 or installing a network. Here you want a written quote with a fixed price and a deadline.
• Hardware repair: replacing parts and servicing components. Not every IT company does this – for physical faults you usually need an authorised service centre.

10 criteria for choosing an IT company

1. Clear, published prices

A good IT company does not hide its prices. Look for a public price list on its website and ask for a written quote before any work starts. Ask how time is billed (per hour or per 15 minutes), whether call-outs cost extra and what a monthly plan includes – and what it does not.

2. Response time

When email or the internet goes down, every hour is expensive. Ask how quickly they reply and how quickly they can actually help. For maintenance contracts, the response time should be written down (an SLA).

3. Remote and on-site support

Most software problems can be solved remotely – faster and cheaper, with no waiting for a technician. But for networks, new workstations and office setups you need someone who can come over. Check that the company covers your part of the city and the surrounding area.

4. Direct contact with the person doing the work

At smaller companies you usually talk directly to the person who will work on your computers. That means less explaining and someone who knows your systems. At bigger companies, ask whether you will have a dedicated contact.

5. Range of services

Ideally you have one contact for computers, network, email, website and servers – otherwise every problem turns into a hunt for whoever is responsible. If a company does not do something, it should tell you and point you to someone who does.

6. Security and confidentiality

Your IT provider gets access to your data, so ask how they handle it. Do they only connect remotely with your approval? How do they store passwords? For businesses, a data processing agreement (GDPR) matters too.

7. Your domain, accounts and passwords must belong to you

Your domain, Microsoft 365 or Google Workspace, hosting and admin passwords must be registered to you or your company, and you must have all the login details and documentation. That way you can change IT providers whenever you like, without being held hostage or losing data.

8. Language

If you have international staff, or you are an expat in Zagreb yourself, check that the company can support you and send quotes in English. Not every local IT company is comfortable doing that.

9. Guarantee and invoices

Ask whether the work comes with a guarantee – what happens if the same problem returns two days later? Every service should come with a proper fiscalised invoice, and Croatian companies need an R1 invoice.

10. References and reviews

Look at Google reviews, example projects and how long the company has been around. If it also builds its own products, that is a good sign of real expertise.

Questions to ask before you start

1. How much is an hour of remote support, and how much on site? Do you charge for call-outs?
2. How do you bill time, and will the invoice show what was done?
3. How quickly do you respond, and are you available outside business hours?
4. Who exactly will work on our computers?
5. Do you only connect remotely when we ask you to?
6. Will the domain, licences and all passwords be in our name?
7. Will we get documentation of our network and systems?
8. What if the problem comes back – is there a guarantee?

Red flags

How much does IT support cost in Zagreb?

The most common pricing models are:

• Hourly: for occasional help – you pay for the time actually spent
• A bundle of hours: a few hours a month at a lower rate than the single hour
• A monthly contract: maintenance at a predictable cost, usually based on the number of workstations
• A fixed project price: for websites, office setups or migrations

We describe typical market price ranges in our guide to IT support for small businesses. For comparison, our own price list is public: remote support is €30 per hour, on site in Zagreb €45 per hour, a 5-hour monthly plan €125, maintenance contracts from €150 per month, Windows installation from €45 and websites from €450. When you compare offers, look at what is included, not just the hourly rate.

A quick checklist

Where does Perfect Light fit in?

Perfect Light is a small IT services business in Zagreb, founded in 2021. We build websites and SaaS applications and provide IT support and maintenance, networks, office IT setup, web servers and business email. Our prices are public, you talk directly to the owner, we work in English or Croatian, and every job comes with a 7-day guarantee.

To be honest, we are not the right choice if you need hardware repairs (we refer those to an authorised service centre) or a contracted 24/7 on-call service for a large organisation. If you are looking for a reliable IT partner for a small office, a business or a home in Zagreb – get in touch for a free assessment.