Having a reliable and efficient IT infrastructure is a huge asset to any business. Being able to rely on your technology and having professional support when you need it can set you ahead of the competition. As companies grow increasingly reliant on technology, Managed IT Service Providers (MSPs) offer an affordable, practical and efficient way to maintain and manage your IT systems.
MSPs can keep things running smoothly, protect sensitive data, and allow businesses to scale easily. However, with so much at stake, outsourcing to the wrong MSP can lead to significant challenges, including downtime, security breaches, and poor service delivery.
But how do you know which is the right managed IT service provider for your business? We often work with companies who are unsure of what they need or what makes a good MSP. To help you make the right decision, we’ve compiled 10 questions to ask a potential managed services partner to ensure you are working with the best.
1. What is Your Experience in Our Industry?
If you plan on working with a third-party service provider, you should be aware of their experience, or lack of it, in in your specific industry. Industry-specific experience is critical as it means the MSP understands the unique challenges, regulatory requirements, and technological needs of your sector.
For example, if you’re in the healthcare industry, a provider with experience in managing electronic health records (EHRs) and ensuring compliance with HIPAA regulations is invaluable. If possible, ask for anonymous examples of work they have done with similar companies to demonstrate more than just theoretical knowledge.
2. What Service Levels Do You Offer?
Understanding the details of the MSP’s Service Level Agreements (SLAs) can help you determine if they can meet your business’s specific needs. SLAs outline the expected performance levels for various services, including uptime, response times, and average resolution times. These agreements are essential because they define the level of service you can expect and provide a framework for accountability, allowing you to asses if their services will align with your expectations.
You should ask about the specific terms, including penalties for non-compliance, potential additional fees and how often they meet their targets. You should also ask how they track their commitments and reporting.
3. How Do You Handle CyberSecurity and Compliance?
Cybersecurity is always a top priority for any business. It’s additionally vital if you work in an industry that has additional compliance requirements, such as healthcare, finance, or e-commerce.
When choosing a service provider, it’s vital to understand how they manage and maintain data security and ensure compliance. Ask about their security certifications and any ongoing training, such as ISO 27001, which indicates that they follow best practices for information security management.
In addition to certifications, ask if they use encryption and multi-factor authentication and carry out regular security audits. They should be aware of any compliance standards relevant to your industry, such as GDPR, HIPAA, or PCI-DSS.
4. Can You Provide References or Case Studies?
One of the best ways to evaluate an MSP’s reliability and performance is by asking for proof of their work. Real-world case studies demonstrate how they have helped other businesses achieve their goals and highlight their ability to solve problems, deliver consistent results, and maintain high service levels over time.
Look for examples involving companies of similar size or in the same industry as yours. If possible, speak directly with references for insights into their customer service, reliability, and overall satisfaction. You can ask detailed questions about their experience with the MSP, including any challenges they faced and how they were addressed.
5. How Do You Handle Disaster Recovery and Business Continuity?
Unfortunately, disasters happen, and recovery and business continuity are critical parts of any IT strategy. A well-thought-out disaster recovery plan will ensure that your business recovers quickly from any adverse event, such as natural disasters, cyberattacks, or hardware failure. A reliable MSP should also perform regular testing and updates to adapt to evolving threats. When talking to a potential services provider, double-check their disaster recovery solutions, including backup strategies, recovery time, and recovery objectives. Although, hopefully, you’ll never need them!
6. What Are Your Communication Channels and Reporting Procedures?
Effective communication is vital for a successful partnership with any third-party provider. Clear and consistent communication ensures that issues are promptly addressed, expectations are managed, and you’re always informed about your IT status. When selecting an MSP, ask about their communication channels and the availability of their support teams.
It’s important to know if they offer multiple ways to get in touch, such as phone, email, and chat, and if a support help desk is available outside of business hours. You can ask how often they provide performance reports and updates. How do they provide reports? A clear understanding of how they communicate and their reporting practices can help you gauge their responsiveness and maintain a healthy working relationship.
7. How Do You Scale Your Services to Match Our Growth?
As your business grows, your IT needs will likely evolve to meet your new demands. Therefore, it’s important to choose an MSP with the future in mind. They should be able to provide you with a plan and proof that it can scale its services to match your growth. Ask potential MSPs about their ability to scale services up or down based on your business requirements, seasonal fluctuation and changes in demand.
Discuss their approach to adapting to growth, such as adding new users, expanding the infrastructure, or integrating new technologies. They should be flexible and able to adjust their services to meet your changing needs without causing disruptions. Make sure to ask about the cost of scaling and additional services.
8. What is Your Onboarding Process?
The onboarding process is one of the most important stages when transitioning to a new MSP. A streamlined initial experience sets the stage for a successful long-term partnership. When considering an IT partner, ask for a breakdown of their setup process, including discovery, planning, migration, and training.
They should offer a thorough assessment of your current IT situation, followed by a detailed plan for migrating services and data. Additionally, they should provide training to ensure your team is comfortable with any new systems or processes. Ask how they minimise disruption during setup and how they will guarantee a seamless transition.
9. How Do You Manage and Support Remote and in-house Workforces?
With the rise of remote and hybrid work, it’s essential to choose an IT company that can effectively support a distributed workforce and ever-changing requirements, even if it is not something you need immediately. Inquire about their experience in managing remote teams and the tools they provide for secure remote access. Do they offer VPNs, cloud services, or collaboration tools like Microsoft Teams or Slack? If your business requires support for any remote or off-site work, checking for specific solutions and services should be a priority.
10. What is Your Pricing Structure?
Understanding the pricing structure of a potential MSP is essential for avoiding unexpected costs and ensuring that the partnership fits within your budget. When discussing pricing, ask for a detailed breakdown of their fees, including any hidden charges or additional costs that may arise as demands change and the business grows.
You can ask for a breakdown to understand the value of individual services covered, support levels, and scalability options. Some IT companies offer tiered pricing models based on the level of service, so it’s essential to understand what each tier includes. Discuss long-term contracts and options for flexibility or adjustments as your business needs change. Transparency in pricing is crucial for building trust.
Conclusion
Choosing the right MSP is a decision that can significantly impact your business’s long-term success. While the best test of a partnership is time, you can increase the chances of finding the right potential managed IT service provider for your business by asking the right questions before signing a contract.
Any company should be open and willing to answer questions about their pricing, services, skills, and plans to ensure they can offer you the best services that meet your business objectives.
Take the time to thoroughly evaluate potential partners, and don’t hesitate to request more details before coming to a decision.
