Managed IT Services

Does Your MSP Understand You?

Post by
Net Friends

Running a business is demanding. You juggle a million tasks, wear countless hats, and strive to stay ahead of the curve. But amidst the daily grind, there is one crucial question you need to ask yourself: Do you feel confident that your IT partner is truly in your corner?

Does your MSP Understand you thumbnail with colleagues at workstation

Imagine your Managed Service Provider (MSP) as your dedicated IT employee. Think about the qualities you would seek in such a role: someone who understands your needs, wants to be your partner, and has the capacity to deliver. Is your current MSP meeting these expectations?

MSP Performance Review

Ask yourself whether your MSP is excelling in these categories below. If your answer to any of them is not a resounding Yes!, reach out to your MSP's account manager. Open communication is key to addressing any concerns and ensuring your IT partnership thrives.

MSP Performance review micrographic with tech at keyboard
MSP Performance Review

1. Responsive Support

Do service tickets feel neglected, leaving issues unresolved? Does your managed IT provider rapidly respond? Quick responsiveness builds confidence that any tech disruption, large or small, gets fixed fast.

2. Effective Solutions & Performance

Speedy ticket resolution is crucial, but preventing recurring issues is even more vital. Is your MSP able to easily diagnose and address device failures and crashes? Can they spot support ticket patterns and effectively address the underlying issue?

Reactive or Proactive? Does your current IT partner merely react to problems, or proactively prevent them? Indicators of diligent systems management include regularly updating devices, monitoring system health, and reporting on hardware/software performance. This vigilant infrastructure care reduces risk and disruption.

3. Service Tailored to Your Needs

Do you feel like your MSP understands your specific business needs and can provide qualified, consistent support? Your IT partner should understand your industry's landscape, including regulatory requirements and the technological demands that allow you to outpace competitors.

Many businesses use specialized Line of Business (LOB) software. Your MSP should have the capability to support these applications, ensuring they are integrated seamlessly into your IT infrastructure.

4. Open Communication

Your managed service provider should prioritize clear, timely, and consistent communication. Ask yourself:

  • Does my MSP provide me with insights and assistance to help me manage my technology?  
  • Does my MSP proactively inform me of potential issues or planned maintenance?
  • How would my MSP communicate with me if there was an outage or breach?
  •  Is there a clear process for escalating critical issues?

5. Technology Advancement

Consider the technological adeptness of your MSP. Are they consistently on the pulse of emerging technologies? It is not only about having the newest tools, but about determining what can propel your business forward. Your MSP should not only track the latest advancements, but also tailor these solutions to enhance your operations.

Think about the conversations with your MSP. Do they bring you insights on advancements that align with your business goals? Are they proactive in implementing tech that elevates your IT infrastructure?

6. Proactive Security

Are your systems and data fortified against cyber threats? Your MSP should offer a strong cybersecurity framework for businesses, which includes:

  • An incident response plan 
  • Backups and disaster recovery plans 
  • Set security processes 
  • Employee cybersecurity training 
  • Up-to-date security tools
Traditional security practices often fail to address the nuances of modern cyber threats. If your MSP is not tracking the latest threats, it can leave your business vulnerable.

7. Value-Driven Cost Management

Do you feel like you are getting your money's worth? This is more than just a reflective query—it is a strategic cost-benefit analysis of your MSP. Any cost increases should be transparent and, more importantly, justified by a demonstrable enhancement in service quality. This includes improved system performance, reduced downtime, better security protocols, and enhanced user productivity.

8. Strategic Support

Do they actively support your business objectives and desired outcomes? The benefit of working closely with a Customer Success Manager (CSM) is their ability to understand and support your long-term vision. It is not just about managing IT systems. It is about providing expert guidance that aligns with your goals and propels you towards your desired outcomes.

Reflection question: Does your MSP grow with you graphic with smiling Net Friend
Does your MSP grow with you?

9. Scalability and Growth

As your business evolves, does your MSP have the capacity to grow with you? Your business needs will inevitably change. An MSP with a limited team or infrastructure might struggle to keep pace with your growing demands. As your business matures, your IT needs may become more complex. Look for an MSP that can offer a widening range of expertise to match your evolving needs.

An MSP partnership is an investment. You do not want to find yourself two years in, having to switch partners because they cannot accommodate your growth.

A Quick Gut Check

After considering your MSPs performance, it may become apparent that it is time to meet with your account manager. This step can help to realign objectives and expectations, ensuring that both parties are working towards the same goals. Transitioning to a new MSP is a large undertaking, but it can also be a proactive step towards better fulfilling your business requirements.

If your considerations are leading you toward a change, our team is here to provide insights and explore new possibilities with you. We are here to guide you through the process with a focus on what is best for your business’s unique needs.

- How Managed Service Providers Help Businesses Thrive
- Top 7 Signs That Your IT Isn't Working
- Signs of a Mature Managed Service Provider

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