Managed IT services can supercharge your productivity and efficiency, but they are only as good as your provider. When it comes time to choose a managed IT partner, asking the right questions before making a decision could be the difference between a fruitful relationship and a costly debacle.
Here are a few questions you should ask when vetting potential managed services providers (MSPs).
Do you have experience with businesses similar to mine?
Every business has unique IT needs depending on its size, culture, and especially industry. Ask if the provider has experience with companies similar to yours. If you’re in retail, healthcare, or legal, they should understand your industry-specific compliance requirements and workflows. They should be able to tailor their services to your business and provide recommendations for solutions targeted to your sector.
What services are included in your service Level Agreement (SLA)?
Your SLA defines the services you’ll receive, how these services are carried out, and other key guarantees and responsibilities. However, not all managed IT SLAs are created equal. Some focus on basic monitoring and help desk support, and may not necessarily include security management, cloud solutions, disaster recovery, or strategic consulting.
Ask further questions like:
- “Is on-site support included if we need it?”
- “Do you monitor systems 24/7?”
- “How often do you provide consulting meetings?”
Knowing what you're getting ensures you get all the services you need.
How do you handle cybersecurity?
Top-tier cybersecurity is nonnegotiable in today’s online threatscape, so you need to know if an MSP can protect you. They should offer multilayered protection strategies that include monitoring, endpoint protection, regular vulnerability scans, and employee awareness training, as well as other solutions required by your industry.
Also, inquire about their incident response protocols. If there’s a breach, you want to be sure they can handle it.
Which certifications do your team possess?
A good way to gauge an MSP’s performance with cybersecurity and other aspects of your IT is to check their certifications. Top-tier MSPs are certified by third-party organizations to ensure they have the skills, knowledge, and tools needed to effectively provide the services in your SLA.
Important certifications to look out for include:
What does your onboarding process look like?
If you are satisfied so far with their answers, you can get into what the partnership will look like. A solid MSP will start off the relationship strong with a clear onboarding plan that includes system audits, documentation of your infrastructure, and a smooth handoff from any existing IT support. If the onboarding period is marred by slowdowns and mistakes, it could cost you big, so make sure your MSP can hit the ground running.
What is your average response time for tickets?
Downtime hurts, especially for small businesses, so you need someone who can get things back up and running fast. What does their SLA say about guaranteed response times? Ask how long it typically takes to resolve problems and to provide metrics like:
- Average response time for critical issues
- Help desk availability (e.g., 24/7 or business hours only)
- Communication methods (e.g., phone, ticketing system, chat)
You want assurance that help will be provided swiftly and exactly when you need it to prevent costly downtime.
Let us prove to you that we’re the right MSP for your business
If you’re looking for a managed IT partner that has the right answers to all your questions, contact us at outsourceIT. We’ve been providing effective managed IT services to businesses of all sizes and sectors for decades, so we have the experience, certifications, and ironclad SLAs that you need. Call us or send a message for a free consultation.
