Hiring a managed service provider (MSP) means handing someone the keys to your business systems: email, files, accounts, networks and often security. Proposals can look similar on paper while differing a great deal in what is actually included, how quickly problems are handled, and how hard it is to leave. These questions will help you compare providers and avoid surprises.
Service and support
1. What are your response and resolution times?
Ask for target response times by priority, such as a server down compared with a single user's printer issue, and whether they are written into the agreement. Ask how they measure and report on them.
2. How do we get help, and when?
Phone, email, a portal? What are the support hours, and what happens after hours, on weekends and on holidays? Is after-hours support included or billed separately?
3. Who will actually do the work?
Find out whether support is handled locally, by a team you can get to know, or passed to an outsourced help desk. Ask whether you will have a named contact for your account.
4. Do you come on-site, and is it included?
Some work, such as network problems, new equipment and office moves, needs someone in person. Ask which areas they cover on-site, how quickly they can be there, and how on-site time is charged.
Scope and cost
5. What exactly is included in the monthly fee?
Ask for a written list. Common grey areas include projects, new user setup, hardware purchasing, software licensing, after-hours work and support for home workers. Understanding what is billable separately matters as much as the headline price.
6. How is pricing calculated, and how does it change?
Per user, per device or a flat fee? How do costs change as you add staff, and how much notice is given for price increases?
Security and backups
7. What security is included as standard?
Look for patch management, endpoint protection, multi-factor authentication, email filtering and monitoring. Ask how they would detect and respond to a compromised account or ransomware.
8. How do you back up our data, and how often do you test restores?
Ask what is covered, including cloud email and files, where backups are stored, how long they are kept, and when a restore was last tested. Ask how long it would take to get you working again after a server failure.
9. How do you protect access to our systems?
An MSP's own tools and accounts are a target for attackers. Ask how they secure their remote access tools, whether their staff use MFA, and how access is removed when their technicians leave.
Ownership and leaving
10. Who owns our accounts, passwords and documentation?
Your business should own its domain, Microsoft 365 or Google Workspace tenant, and administrator accounts, and have access to up-to-date documentation. Avoid arrangements where only the provider holds the keys.
11. What is the contract length, and what happens if we leave?
Check the minimum term, notice period and any termination fees. Ask what handover they provide: passwords, documentation and cooperation with the next provider.
12. Can you provide references from similar organizations?
Speaking to a client of a similar size or industry, such as a medical office, law firm, school or creative studio, tells you more than any brochure.
Fully managed or co-managed?
If you already have an in-house IT person or team, a co-managed arrangement may suit you better. The MSP provides tools, security monitoring, after-hours cover or project help, while your own staff handle day-to-day support. A good provider will discuss both options rather than push one.
Getting help
Creative IT USA provides managed IT services and co-managed IT for businesses and organizations across Los Angeles County, the Inland Empire and Ventura County, with clear pricing on our pricing page. We are happy to answer every question on this list. Contact us to arrange a consultation.