When I work with a client for the first time, I frequently encounter a fractious relationship between the client and their IT MSP (managed service provider). There are numerous symptoms to the issue. But, at its core, it usually comes down to a lack of trust between the client and the IT MSP. And it's not always the IT MSP's fault.
Running a professional organisation using technology that is designed for the home is like playing golf with a shovel. From a distance, it all looks fine. But you don't need to get too close to realise things aren't going to go well when there's real competition on the course, or if the weather changes.