Selecting a Managed IT Service Provider (MSP) is a decision that directly impacts your organization’s efficiency, security, and long-term growth. With IT playing a central role in business operations, choosing a provider that offers more than basic support is essential. Here are 20 key questions to ask when evaluating an MSP to ensure you make an informed, future-ready decision.
1. Are they a provider or a partner?
A good MSP doesn’t just fix problems when they arise, they help prevent them in the first place. They should take the time to understand your business goals and offer proactive solutions, not just basic maintenance.
Example: Instead of only fixing server crashes, a strategic MSP analyzes system performance, installs predictive monitoring tools, and recommends cloud migration to prevent downtime.
2. Do they offer a comprehensive range of services?
Your MSP should be a one-stop shop for IT needs, from cybersecurity and cloud solutions to help desk support and compliance consulting. Having multiple IT vendors can lead to unnecessary complexity and higher costs.
Example: A company using different providers for network security, cloud storage, and data backup struggled with integration issues. Switching to a full-service MSP streamlined their IT operations and reduced costs.
3. Do they prioritize your business, or are you just another client?
Are you a little fish in a big pond? Some large MSPs focus their best resources on enterprise clients, leaving smaller businesses with slower response times and generic service.
Example: A mid-sized law firm switched MSPs after realizing they were constantly deprioritized in favor of larger clients. Their new provider ensured dedicated support and rapid response times.
4. Do they understand your industry?
Industry-specific compliance, security risks, and workflows matter. An MSP familiar with your industry sector will be better equipped to offer tailored solutions.
Example: A healthcare organization needed HIPAA-compliant IT services. Their MSP implemented encrypted communication tools, secured patient data, and provided audit-ready compliance reporting.
5. Who will you actually be working with?
If you’ve only interacted with a salesperson, ask to meet the technical team who will handle your IT support. A good MSP should provide access to knowledgeable engineers who can answer technical questions and resolve issues efficiently.
Example: A company was impressed by an MSP’s sales pitch but later found that the actual support team lacked expertise in their IT environment, leading to frequent miscommunication.
6. Do they conduct a thorough discovery before quoting a price?
A reliable MSP should evaluate your current setup and needs before offering a pricing estimate.. If an MSP provides a price without evaluating your IT environment, take that as a warning bell.
Example: A business received an instant quote from an MSP without an assessment. Later, unexpected costs arose because the provider failed to account for legacy systems and outdated security protocols.
7. Do they focus on proactive solutions or just break-fix support?
MSPs should prevent problems, not just fix them. Look for providers that focus on cybersecurity, system monitoring, cybersecurity hardening, and long-term IT strategy instead of only fixing problems when they arise.
Example: Instead of waiting for ransomware attacks, a proactive MSP implements endpoint detection and response (EDR) solutions, trains employees on cybersecurity, and conducts regular vulnerability assessments.
8. What security measures do they implement?
With cyber threats on the rise, your MSP should provide a multi-layered approach to security, including real-time threat detection, endpoint protection, and security awareness training to keep your business secure.
Example: A financial firm avoided a major breach because its MSP had set up 24/7 network monitoring, two-factor authentication (2FA), and real-time threat detection.
9. Do they have a clear service level agreement (SLA)?
An SLA defines response times, uptime guarantees, and support availability. Without one, you’re taking a risk. Ensure your managed IT provider defines clear expectations for uptime, support availability, and resolution times.
Example: An eCommerce business suffered costly downtime because their previous MSP had vague response time commitments. A new provider with a detailed SLA ensured guaranteed 99.9% uptime and 24/7 support.
10. Can they provide client references? Do they have positive Google reviews?
Check references, online reviews, and testimonials to get a sense of customer satisfaction. Speaking with current clients can give you a clearer picture of the MSP’s reliability, expertise, and customer service. Look for references in your industry to get relevant feedback and check out their Google reviews and customer feedback.
Example: A manufacturing company chose an MSP after speaking with a similar-sized client in their industry who confirmed fast support, knowledgeable staff, and seamless IT management.
11. How mature are their internal operations?
An established IT service provider should have well-documented processes, mature security protocols, and a structured approach to IT management. Organizations that rely on ad-hoc fixes may not be equipped to handle your needs effectively.
Example: A small business was frustrated by inconsistent service and unorganized support tickets. They switched to an MSP with structured processes and IT documentation for streamlined service.
12. How do they ensure seamless IT transitions and onboarding?
Ask about the MSP’s onboarding process, including documentation, system migration, and steps to minimize disruptions. A smooth transition ensures your business stays operational while switching providers.
Example: A growing enterprise switched MSPs and experienced zero downtime because the new provider had a step-by-step migration plan and dedicated onboarding specialists.
13. What certifications do they hold?
Certifications validate expertise. Look for Microsoft, AWS, Cisco, or cybersecurity certifications that align with your tech stack.
Example: An MSP with Microsoft Azure, AWS, and Cisco certifications successfully migrated a client’s infrastructure to the cloud while optimizing costs and security.
14. Do they bad-mouth competitors?
An ethical provider focuses on their own strengths rather than criticizing others. Negative sales tactics can be a red flag.
Example: A business avoided an MSP that criticized competitors but failed to showcase their own unique value and service quality.
15. What happens if you want to leave?
A transparent MSP will outline an exit strategy to prevent vendor lock-in. Discuss data ownership policies, and transition support. Ensure there are no hidden fees or contractual obstacles preventing a smooth handover.
Example: A company switched MSPs smoothly because their contract included a well-defined offboarding process and easy data transfer protocols.
16. Do they provide transparent pricing?
Some MSPs lure clients in with low upfront costs but charge hidden fees later. A reputable IT services provider should offer clear pricing with a defined scope of services.
Example: A business thought they had a low-cost IT contract but later discovered additional fees for data backup, security patches, and after-hours support.
17. How quickly do they respond to issues?
Understand their average response and resolution times. Do they provide 24/7 support? A slow response to IT failures can disrupt business operations and cost you thousands.
Example: A retail company faced a network outage during peak sales hours. Their MSP responded within 10 minutes, preventing major revenue loss.
18. Do they invest in innovation and emerging technology?
An innovative MSP will help future-proof your business. A future-focused provider will stay ahead of industry trends like AI, automation, and cloud solutions, ensuring that your business remains competitive with the latest IT solutions.
Example: A logistics company reduced IT costs by adopting AI-powered automation tools recommended by their forward-thinking MSP.
19. Can they scale with your business?
Your IT service provider should be able to scale with you as your business grows. Whether through cloud expansion, enhanced security, or increased IT support, they should accommodate your evolving needs.
Example: A startup expanded rapidly, and their MSP seamlessly scaled cloud resources and security to meet increasing demand.
20. How well do you get along with their team?
IT support is an ongoing relationship. A provider that communicates clearly, understands your business culture, and provides responsive customer service will be easier to work with long-term.
Example: A law firm valued their MSP’s personalized approach, clear communication, and responsive customer service, leading to a long-term partnership.
📌 Looking for expert-managed IT solutions?
Ultimately, these questions aren’t just helpful: they’re essential. Addressing them upfront can make all the difference in ensuring you receive the best IT services tailored to your needs. Learn how Systech MSP can help you streamline your IT operations, enhance security, and future-proof your business.