3 Questions to Ask an IT Managed Service Provider
Before You Hand Over the Keys to Your IT Kingdom
Whether you’re just setting up shop or have finally grown weary of battling with technology, selecting an MSP partner is a critical business decision. The right partner can increase efficiency, productivity and profitability—the wrong partner can quickly become a bottomless money pit that drains your time and technology budget.
These three questions will help you avoid the expensive mistake of signing the wrong IT managed service provider.
Does a Live Person Answer Your Phone Calls?
The right technology service provider will ensure you have multiple ways to contact them:
- 24/7 help desk answered by a real person during business hours
- An after-hours emergency phone number with a 30-minute to 2-hour response time
- Contact protocol in the event of a breach or emergency during holidays
Avoid working with companies that emphasize:
- Chat
- Contact forms
While digital communication can be convenient for low priority hiccups, be sure they have a reliable way for you to get in touch in case of a real emergency.
Do They Have Errors and Omissions (E&O) Insurance?
People make mistakes—but, if one of your MSP’s technicians makes an error it can cost data loss or massive downtime. A reliable technology service provider should be able to present proof of E&O insurance that provides coverage for any mistake that results in financial loss.
- Can They Provide Support for Applications Related to Your Industry?
An MSP that truly specializes in your industry will know how your business operates, provide innovative solutions for challenges inherent in your industry and optimize your workflows to improve your bottom line.
- Is Managed Services Their Primary Business?
You need a partner that has a team of technicians and experienced engineers that are dedicated to delivering managed IT services—not a printer or copier company that keeps the lights on with a happy hour menu of technology services.
- Are They Truly All-Inclusive?
We’ve all been to an all-inclusive resort only to realize the food and drink you actually want to eat costs extra. Make sure all the service and support you need is included in your plan upfront. Hourly support plans can quickly drain your budget—they eliminate the incentive for the MSP to quickly resolve issues which result in unpredictable hourly service charges.
These questions will help you weed out MSPs that either don’t have the resources to support your business needs or an adequate service model that reduces your IT spending while increasing your productivity and profitability. Doing the legwork before hiring a technology service provider can save you from potentially disastrous partnerships. Contact us to ask us the tough questions—we’re ready for you.
Frequently Asked Questions (FAQs)
Q: Why should it matter if my MSP answers calls with real people?
A: When your business is hit with a critical tech emergency, the last thing you need is to wait on hold or fill out a contact form. A live person can assess your situation immediately, prioritize urgent issues, and get your team back up and running fast—saving you precious time and money when every minute counts.
Q: What is E&O insurance and why should I care if my MSP has it?
A: Errors and Omissions insurance is basically your safety net. Even the best technicians can make mistakes, and if an error causes you to lose data or suffer downtime, E&O insurance ensures you’re financially protected. Think of it as proof that your IT MSP stands behind their work and has the resources to make things right if something goes wrong.
Q: How do I know if an MSP’s “all-inclusive” plan is truly all-inclusive?
A: Ask for a detailed breakdown of what’s covered upfront—no fine print surprises. A truly all-inclusive plan should cover all your regular IT needs without hidden hourly charges popping up every time you need help. If they can’t clearly explain what’s included versus what costs extra, that’s a red flag you’re dealing with the “resort” kind of all-inclusive, not the real deal.