Checklist: Questions to Ask IT Managed Services Company

In today's business landscape, technology plays a critical role in the smooth operation of businesses. However, not all small and medium-sized businesses (SMBs) can afford to have an in-house IT team. This is where managed service providers (MSPs) come in, offering outsourced IT services to SMBs. If you're considering partnering with an MSP for your IT needs, here are some important questions to ask to help you make an informed decision:

1. What services do you offer?

It's essential to understand the scope of services offered by the MSP. Do they provide comprehensive IT support, including network management, cybersecurity, cloud services, and help desk support? Clarify what services are included in their offerings and whether they align with your business needs.

2. What is your pricing model?

When partnering with an MSP, it’s vital to have a clear understanding of their pricing model to effectively budget for your IT needs. Take the time to inquire about whether they charge a flat fee or an hourly rate for their services.

Additionally, find out if their pricing is based on the number of endpoints or users in your business. Are there any additional costs for specific services or after-hours support? Get a clear understanding of their pricing structure and ensure it fits within your budget.

3. What is your response time for IT emergencies?

IT emergencies can happen at any time, and quick resolution is crucial to minimize downtime. Ask the MSP about their response time for IT emergencies, including after-hours support. Do they offer 24/7 availability, and how quickly can they address critical issues?

4. What is your approach to proactive management?

Proactive management is essential to prevent IT issues before they become critical problems. Ask the MSP about their approach to proactive monitoring and management of hardware, applications, security, and technology trends. How does the provider stay ahead of potential issues? Understanding the measures they will take to ensure your business operates at peak efficiency will establish a mutually beneficial partnership.

5. What expertise does your team possess?

The expertise of the MSP's team is crucial in handling your IT needs. Ask about the qualifications and experience of their team members, including network administrators, cybersecurity specialists, and other relevant roles.

Make sure team members are certified in the industry within standard technologies. It’s crucial to determine if the company and its employees undergo continuous training to stay updated with the latest trends.

6. Can you provide references or case studies from your current clients?

Requesting references or case studies from the MSP's current clients can give you insights into their service quality and customer satisfaction. Ask for examples of similar sized businesses that they have worked with and inquire about their experience working with the MSP.

7. Do you provide on-site support?

Not all IT issues can be resolved remotely, and having on-site support can be crucial in certain situations. Ask the MSP about their ability to offer on-site support, and if they have a local presence in your area.

8. What is your approach to cybersecurity?

Cybersecurity is a top concern for businesses in today's digital world. Ask the MSP about their approach to cybersecurity, including their security measures, monitoring, and incident response procedures. Do they offer regular security assessments and recommendations for improving your IT security posture?

9. What is your contract term and cancellation policy?

Understanding the contract term and cancellation policy is essential before signing an agreement with an MSP. Ask about the length of the contract term, renewal process, and cancellation policy. Are there any penalties for canceling the contract before its term, and what are the notice requirements?

10. How do you handle technology upgrades and replacements?

Technology is constantly evolving, and regular upgrades or replacements may be necessary to keep your IT infrastructure up to date. Inquire about the MSP's approach to technology upgrades and replacements, including the cost and timeline for such activities.

By asking these questions and thoroughly evaluating the responses, you can determine if an information technology managed services company is the right fit for your business. Outsourcing IT services to an MSP can provide cost savings, 24/7 support, scalability, proactive management, access to tech experts, and more.

Its essential to consider other potential drawbacks when searching for an MSP. Lack of physical presence, variation in service quality, and potential loss of insider knowledge are among the concerns. Conducting due diligence when selecting an MSP will help ensure a successful partnership that meets your business's IT needs.