Choosing the right managed service provider (MSP) is a critical decision that can have a significant impact on your business’ operations. The right fit for your business can greatly streamline your IT functions and allow your employees to focus on key business initiatives.
But how do you know which MSP is right for you? Asking the following questions can help you identify an MSP that’s qualified to meet your needs, streamline your technology functions and support your business.
#1 – How long have you been in business?
It’s wise to work with an MSP that’s been around long enough to have established processes and best practices in place. An established provider typically has more experience navigating a wide range of technical challenges and may have processes in place to quickly adapt to changing technologies and market trends.
#2 – Do you have experience in this industry?
Various MSPs tend to specialize in certain industries, and it’s important to make sure your MSP has experience navigating the specific industry challenges you face. For example, an MSP that works primarily with financial services firms may not have experience navigating the challenges faced by a small construction firm.
#3 – What are your qualifications?
Approach your MSP search process like you would any job interview. Just as you’d expect a potential employee to demonstrate competency and experience prior to hiring them, so should you expect an MSP to demonstrate its qualifications to support your business.
Ask for documentation of any industry certifications. Find out what employee training programs the company employs and whether it has any particular areas of experience or expertise. Finally, be sure to ask for client references and follow up with a call to those clients.
#4 – What services do you provide?
Before you sign a contract, make sure your MSP is able to provide the services you need. At a minimum, most businesses need proactive monitoring, cloud solutions, cybersecurity and special project support. Many businesses also require 24/7 customer support as well as consultation services to help construct the company’s IT infrastructure.
Your chosen MSP should provide a service-level agreement that details its response times, backup procedures, data recovery processes, etc.
#5 – What’s your pricing model? Is it all-inclusive, or do you charge for additional services/projects?
Many MSPs charge monthly subscription rates, which can vary widely. Make sure you have a clear understanding of the monthly rate and whether it’s all-inclusive, charged per device or charged per user across your business. Be wary of any MSP that charges an hourly rate, as these charges can be unpredictable and can quickly add up as you use the provider’s services.
#6 – What are your response times?
One of the most common complaints among businesses that use MSPs is slow response times, which is why it’s important to work with a provider that guarantees a specific turnaround time. A good MSP will have processes in place to help ensure adequate staffing, track ticket progress and handle periods of increased call volumes.
#7 – Do you offer after-hours service?
In today’s business environment, when many employees work remotely and after traditional business hours, it’s important to have an MSP that provides remote and after-hours service. Make sure your MSP has a process for staffing after hours.
#8 – How do you stay up to date with industry trends, threats and best practices?
It’s important to work with an MSP that’s committed to staying up to date with changing regulations, trends and best practices. Be sure to ask whether the provider engages in ongoing training, attends industry events/conferences, etc. Their response can help you gauge their commitment to providing leading services backed by industry knowledge.
#9 – What steps do you take to help ensure cybersecurity?
In this day and age, it’s critical to work with a provider that’s experienced with cybersecurity. Make sure to ask about the MSP’s understanding of industry-specific compliance regulations as well as the specific measures it takes to help ensure cybersecurity. Look for a provider that has data protection, encryption, remote monitoring and threat protection.
Understand that even with cybersecurity measures in place, a breach can happen. That’s why it’s also important to choose a provider with a well-defined incident response process that demonstrates its ability to effectively handle data breaches and quickly resolve issues. Could you use help choosing an MSP that’s a good fit for your business? Creative Planning Business Services can help. We offer a wide range of business advisory services to help employers reduce risk, maintain compliance and maximize both profitability and efficiencies. To learn more, schedule a call with a member of our team.
