Downtime is more than an inconvenience—it’s a significant risk to your bottom line. About 98% of organizations report that just one hour of downtime costs over $100,000. With stakes this high, choosing the right managed services provider (MSP) is one of the most important decisions your business can make.
| As Paul Blake, Director of Managed Services at Softlanding, explains, “Partnering with an underperforming MSP can lead to outages, data breaches, and mounting costs.” |
In today’s digital-first world, working with the right MSP ensures your technology supports growth, innovation, and security. It’s not just about IT—it’s about securing your business’s future.
How to Choose a Managed Services Provider: Key Managed Services Selection Criteria
Choosing a managed services provider (MSP) isn’t just about finding someone to handle your IT; it’s about building a partnership that aligns with your business objectives. Here are the critical criteria to evaluate when selecting an MSP:
1. Comprehensive Services
A good MSP should offer a full spectrum of IT services, including 24/7 monitoring, cloud management, disaster recovery, and cybersecurity solutions. Evaluate whether their services go beyond basic support to include proactive maintenance, strategic IT planning, and incident response. The more robust their offerings, the better they can address your business’s unique challenges.
2. Scalability and Flexibility
As your business grows or pivots, your IT needs will evolve. The MSP you choose should be able to scale their services to match your growth, whether that involves expanding infrastructure, increasing cloud capacity, or supporting new technologies. Ensure they have the resources and expertise to grow alongside your business without disruptions.
3. Security and Compliance Expertise
In today’s cyber-threat landscape, security is non-negotiable. A reliable MSP should offer advanced security measures like real-time threat detection, endpoint protection, and penetration testing. Additionally, verify their understanding of industry compliance frameworks such as GDPR, HIPAA, or SOC 2. Non-compliance can lead to heavy fines and reputational damage, so their ability to support regulatory requirements is critical.
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4. Proven Expertise and Track Record
Don’t just take their word for it—ask for evidence. Look for MSPs with a strong track record, verified through case studies, client testimonials, and industry certifications such as CompTIA, Microsoft Solutions Partner, or Cisco. Experience in your industry or similar-sized businesses can be an added advantage.
5. Transparent Pricing and SLAs
Cost predictability is vital. Ensure their pricing model is clear, with no hidden fees or surprise costs. A well-defined Service Level Agreement (SLA) should outline performance expectations, response times, and penalties for non-compliance, giving you peace of mind that they are accountable for the quality of service they deliver.
By assessing these criteria, you can narrow your options to MSPs that are not only competent but also aligned with your operational and strategic goals.
Questions to Ask During MSP Discovery
Selecting the right MSP requires a thorough vetting process, and the questions you ask during initial discussions are critical. These queries help uncover whether a provider can meet your technical and business needs while aligning with your long-term goals. Here are the key questions to guide your evaluation:
1. Service Scope
What exactly is included in your standard offering? This question ensures there’s no ambiguity about the scope of their services, such as monitoring, helpdesk support, disaster recovery, and cybersecurity. Clarify what falls under their core services versus what might incur additional costs.
2. Cybersecurity Measures
With cyber threats constantly evolving, how does the MSP protect your business? Ask about specific tools and practices, such as firewalls, real-time monitoring, and incident response capabilities. Ensure they have a solid process for handling breaches, including communication protocols and recovery strategies.
3. Response Times and Support Availability
What is your guaranteed emergency response time, and is support available 24/7? Downtime is costly, so clearly understanding their availability and escalation process—especially during off-hours or holidays—is essential.
According to CloudSecureTech, managed services help reduce downtime, cut IT costs by 25% and boost operational efficiency by 50%. You can minimize disruptions and keep your operations running seamlessly by ensuring prompt response times and effective issue resolution.
4. Industry-Specific Experience
Do you have experience working with businesses in our industry? An MSP familiar with your industry’s unique challenges—such as compliance requirements or niche applications—can bring added value and minimize the learning curve.
5. Integration with Existing Systems
How do you handle integrating new solutions with legacy infrastructure? This is particularly important if your business relies on older systems. Their approach to integration should minimize disruptions while ensuring compatibility and optimal performance.
6. Scalability and Long-Term Support
How will your services evolve as our needs grow? Ensure their systems, resources, and expertise can handle your business’s future expansion, whether that’s scaling infrastructure or adopting new technologies.
7. Proactive Versus Reactive Approach
Do you focus on preventing problems or simply responding to them? A proactive MSP identifies and mitigates risks before they escalate. Their approach to IT management should include regular health checks, system updates, and preventive measures.
These questions to ask IT MSPs can help you uncover their capabilities, evaluate their services, and determine how well they align with your business needs. Don’t hesitate to dive into technical questions to qualify MSPs, especially if your IT environment is complex or heavily regulated. A strong discovery process is your first step toward building a successful partnership.
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Key Factors in MSP Selection
| Criteria | What to Look For | Why It Matters |
| Services Offered | 24/7 monitoring, security, cloud support | Ensures comprehensive IT support |
| Scalability | Ability to grow with your business | Avoids frequent provider changes |
| Security | Advanced threat detection, compliance support | Protects sensitive data and prevents breaches |
| Cost Transparency | Clear pricing, no hidden fees | Supports accurate budget planning |
| Response Time | SLAs for quick issue resolution | Minimizes downtime |
Elevate Your Business with Softlanding as Your IT Partner
Choosing the right managed services provider is a decision that can significantly impact your business’s performance and security. You can confidently select an MSP that aligns with your goals by focusing on key criteria like comprehensive services, scalability, and security expertise and asking the right questions during your evaluation.
Softlanding offers expert guidance to help businesses make informed decisions and build long-term partnerships with reliable MSPs. Contact us today to explore how we can support your IT needs and growth.
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Written By:
softlanding
Softlanding is a long-established IT services provider of transformation, professional services and managed IT services that helps organizations boost innovation and drive business value. We are a multi-award-winning Microsoft Gold Partner with 13 Gold Competencies and we use our experience and expertise to be a trusted advisor to our clients. Headquartered in Vancouver, BC, we have staff and offices in Toronto, Montreal and Calgary to serve clients across Canada.
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