General
How to Choose the Right IT Provider for Your Dental Practice: Avoid Downtime, Overbilling, and Breaches
As a dental practice, you rely heavily on technology to keep everything running smoothly—from patient scheduling and billing to digital imaging and records management. That’s why having the right IT provider isn’t just about convenience; it’s essential for the day-to-day success of your business. Yet, many dentists struggle to evaluate IT providers, often left in the dark about whether the person working on their network has just graduated or has decades of experience. This lack of transparency leads to preventable breaches, costly downtime, and repeated billing for the same issues.
In my role as a security risk assessment specialist, I see these problems far too often. The good news? With the right knowledge, you can avoid these pitfalls and choose an IT provider that’s equipped to keep your practice secure, efficient, and compliant.

“Yesterday’s defenses won’t stop today’s threats. Staying current with cybersecurity and having experts who use cutting-edge solutions is essential to protecting your data.”
– Steve Genge B.A., CISM, CHCSP, Security+, Chief Information Security Officer at Alexio Corporation
1. What to Look for in an IT Provider
Certifications and Qualifications
Don’t be afraid to ask for your IT provider’s credentials. Just like you wouldn’t trust an unqualified person to perform a root canal, you shouldn’t trust an uncertified provider with your network. Look for certifications that reflect the provider’s expertise in both IT and cybersecurity. Key certifications to ask about include:
- Cybersecurity certifications like Certified Information Systems Security Professional (CISSP), Certified Information Security Manager (CISM), or Certified Information Systems Auditor (CISA).
- IT certifications such as CompTIA Network+, Microsoft Certified IT Professional (MCITP), or Cisco Certified Network Associate (CCNA).
These certifications ensure that the provider understands the critical components of network security and best practices for protecting sensitive patient data.

Experience
Experience matters, especially in healthcare. An IT provider who’s been working with dental practices for years will understand the nuances of dental software, hardware, and regulations. A general IT provider may not have the expertise needed to integrate dental systems like practice management software, digital imaging tools, and privacy-compliant communication platforms.
Ask potential providers how long they’ve been working with dental practices specifically, and get references from other dentists they’ve worked with.
Reputation and Reviews
In addition to certifications and experience, look for providers with a solid reputation. Don’t hesitate to ask for testimonials or reviews from other dental practices. What do they say about the provider’s response times? Were issues resolved the first time, or did they have to repeatedly call for the same problem?
An experienced, reputable provider will be able to provide a list of satisfied dental clients who can vouch for their service.
2. Understanding Acceptable Downtime
Planned vs. Unplanned Downtime
Some downtime is inevitable, but the key is to minimize unplanned interruptions. Planned downtime for maintenance, upgrades, or system patches is normal and should be scheduled outside of business hours to avoid disrupting your practice. However, unplanned downtime—where your network goes down without warning—can be a sign that your IT provider isn’t proactively managing your systems.
Your IT provider should monitor your systems in real-time and address issues before they lead to significant downtime. Ask about their strategy for preventing network failures and how often they perform proactive maintenance. Alexio for example, uses continuous monitoring, automation and machine learning to monitor, maintain, and act immediately when things aren’t right. Many offices go months and tears without emergency IT issues.
Response Time
When downtime happens, response time is everything. Your IT provider should offer a Service Level Agreement (SLA) that guarantees a specific response time for critical issues. Ideally, your provider should respond to emergencies within 30 minutes to an hour, ensuring that your practice can resume operations as quickly as possible. They should be able to handle a majority of support remotely, so that things are fixed quickly making your bill less and your downtime less.
If your provider’s SLA doesn’t meet these standards, it’s time to look for one that does.
3. What Dentists Should Be Demanding
Proactive Maintenance
The best IT providers don’t just fix problems; they prevent them. Your IT provider should perform regular system checks, install updates, and monitor your network for any signs of trouble. By taking a proactive approach, they can prevent small issues from turning into costly downtime.
A provider that only shows up when something breaks is a liability. Make sure your IT partner is continuously monitoring your systems and offering solutions before problems arise.
Data Protection and Cybersecurity: IT vs. Cybersecurity Providers
In today’s world, having strong data protection is non-negotiable, especially for healthcare practices that manage sensitive patient information. However, it’s crucial to understand that not all IT providers are cybersecurity experts. Managing day-to-day IT and performing advanced security audits require different skill sets and certifications.

While your IT provider should have a basic understanding of cybersecurity, they may not have the advanced certifications (like CISSP, CISM, or CISA) or experience needed to handle the increasing complexity of cyber threats. It’s important to assess whether your IT provider has the qualifications and experience to properly perform security audits, monitor for vulnerabilities, and protect your practice from ransomware and data breaches.
If they don’t, you may need to engage a Managed Security Services Provider (MSSP) who specializes in cybersecurity. The combination of a skilled IT provider for day-to-day management and an MSSP for comprehensive security measures ensures that your practice is fully protected from all angles.
Knowledge of Privacy Laws and Compliance
In addition to technical expertise, your IT provider must be well-versed in privacy laws, guidelines, and compliance regulations that impact your dental practice. Healthcare practices like yours handle sensitive patient data, and staying compliant with privacy laws and college guidelines is crucial. A provider who lacks knowledge of these regulations can expose your practice to costly fines and legal issues. This is where a Certified Information Privacy Professional (CIPP) can make a significant difference. A CIPP-certified professional brings specialized expertise in privacy law and compliance, ensuring that your practice meets legal requirements and protects patient data at the highest standards.

“I pursued my CIPP/C certification from the International Association of Privacy Professionals to deepen my understanding of privacy laws and their direct impact on dental practices. Privacy and cybersecurity go hand in hand, and it’s crucial for dentists to implement strong security controls and regular training to stay compliant with regulations and college guidelines. This governance is essential to protect patient data and maintain patient trust.” – Anne Genge B.A., CIPP/C, CHCSP, CHSRAS
Backup and Disaster Recovery: Why Traditional Backups Are Not Enough
In today’s cyber climate, traditional backups alone are no longer sufficient to protect your dental practice. While backing up data is critical, relying solely on standard backups leaves your practice vulnerable to extended downtime and ransomware attacks. In the event of a cyberattack or system failure, you need more than just a backup—you need a disaster recovery solution that ensures 100% uptime and immediate failover.

Solutions like the Alexio 2nd Server provide cutting-edge failover protection, ensuring maximum business continuity. This system goes beyond traditional backups by not only protecting you from data loss but also offering built-in ransomware protections. With failover capabilities, your practice can continue operating without interruption, even during a system failure, safeguarding both your patient data and your revenue.
How to Determine What You Need
To avoid gaps in your security, ask your IT provider these key questions:
- Are they certified to implement security best practices and standards like the NIST framework?
- Do they conduct regular security audits and vulnerability scans?
- How many breaches or ransomware have their clients had?
- Do they provide 24/7 monitoring for cybersecurity threats?
If the answer to any of these is no, consider working with a Managed Security Services Provider (MSSP) alongside your IT provider. Many dental practices benefit from having both a dedicated IT team to keep things running smoothly and a cybersecurity provider to ensure patient data stays protected from evolving threats.
4. Why It’s Critical for Your Practice
Prevent Downtime and Loss
Downtime doesn’t just disrupt your schedule; it affects your bottom line. Every minute your network is down, your practice loses revenue. Worse, prolonged downtime can lead to cancelled appointments, frustrated patients, and lost trust. A good IT provider can help prevent these issues by keeping your systems running smoothly.
Protect Patient Data
Data breaches are becoming increasingly common, and healthcare practices are prime targets. Dentists hold vast amounts of sensitive patient information, making them attractive to cybercriminals. A breach not only puts your patients at risk but also exposes your practice to fines, legal consequences, and reputational damage.
With the right cybersecurity provider, many of these breaches are preventable. Your provider should regularly assess your security measures and recommend improvements to protect your practice from evolving threats.
Save Money in the Long Run
Investing in a qualified IT provider will save you money in the long run. An inexperienced provider might seem cheaper upfront, but if they’re repeatedly called to fix the same issue or if their solutions lead to downtime, those costs will add up quickly. An experienced provider will fix issues right the first time and help you avoid costly recurring problems.
Choose Wisely for a Secure, Efficient Practice
As a dentist, you already have enough to worry about with patient care, treatment plans, and running a business. You shouldn’t have to stress about your IT systems, too. By choosing a qualified, experienced IT provider with the right certifications, proactive maintenance approach, and a strong focus on cybersecurity, you can ensure that your practice runs smoothly, your data stays protected, and you avoid unnecessary downtime and costs.
Don’t settle for less when it comes to your IT—your practice, patients, and peace of mind depend on it. Contact Canada’s Certified IT and Cybersecurity Experts Today.
