In today's competitive business environment, a reliable managed services provider (MSP) is essential to ensure your IT infrastructure supports growth, is properly secured, and aligns with strategic goals. However, not all MSPs are created equal. You may find yourself questioning whether your current provider is meeting your needs. If you've been wondering whether it's time for a change, we have some thoughtful, consultative questions to help evaluate your situation and uncover potential gaps.
Red Flag 1: Are issues resolved proactively or only after disruption?
One of the hallmarks of an effective MSP is its ability to anticipate and prevent IT issues before they impact operations. If your MSP is consistently reacting to problems rather than implementing proactive solutions, it may be time to rethink your partnership. A reactive approach to technology can cause frequent interruptions, threaten business continuity, and frustrate both employees and customers. If your current MSP has no clear strategy for preventing recurring issues, consider this a red flag.
Red Flag 2: How responsive is your MSP when you need them?
Slow response times can turn minor IT issues into major disruptions. More than one Exigent client has landed with us after a prior MSP partner didn't deliver when it came to responsiveness. Be honest with yourself about whether your current provider meets your expectations for response times, particularly during emergencies. Is your MSP resolving issues promptly, or do you find yourself waiting for days without answers? Does your team constantly complain about having to wait for service or share frustration about being bounced from one technician to another? All MSPs should have clearly documented service level agreements (SLAs) that outline response times according to time of day, level of disruption, and scope of impact. Remember, your ability to serve your customers depends on your MSP's capability to serve you.
Red Flag 3: Is your provider transparent about services and costs?
The best business partnerships are based on clear expectations around services and pricing. If your MSP doesn't provide clear reporting or if unexpected costs frequently arise, it's worth exploring whether another provider could offer more transparency and predictable pricing. Your MSP should regularly share concise information on ticket volume, resolution times, strategies for long-term issues, and project timelines. Your invoice should be clear and easily understood, with recurring fees separate from other costs such as hardware purchases or special projects. It is difficult to justify expenses and understand true ROI without transparency and detailed reporting and billing.
Hint: Look for clear managed services pricing on a potential MSP's website
Red Flag 4: Does your MSP align your IT strategy with your business goals?
Technology should support your broader business objectives. Ask yourself whether your current provider is helping you align your IT strategy with your company's goals. Are they offering tailored recommendations to help you stay competitive, or are they delivering generic solutions? Does your MSP take the time to understand your industry, business priorities, and competitive landscape? If your partner doesn't guide your organization forward with periodic business reviews and short- and long-term IT roadmaps to support your business scalability, it may be time to look for a new partner. After all, if your tech resources aren't aligned with your goals, they cannot possibly support your future scale or success.
Red Flag 5: Is your MSP keeping your business safe?
Cybersecurity is non-negotiable. If you're unsure about your MSP's ability to protect your business from threats or meet compliance requirements, it's time to reassess. Consider whether they've conducted recent risk assessments or provided updates on evolving threats. It takes only one misstep or breach to undermine your entire organization, from finances to customer trust and everything in between. Your MSP partner should aggressively advise you on maintaining a strong cybersecurity stance supported by a clear commitment within your culture to security, privacy, and meeting regulatory requirements.
Red Flag 6: Can your MSP scale to meet your needs as your business grows?
Your MSP should be able to adapt to your evolving needs. If you've outgrown their capabilities or if they've failed to support new initiatives, such as cloud migration or automation, it may be time to look elsewhere. Some MSPs require their clients to migrate to preferred toolsets that may not support your particular ambitions as a company rather than creating an IT environment that enables your organization. They may lag in their own technology investments, which can also slow their ability to support your growing business. If your MSP isn't investing in training and certifications for its team or shows a lack of interest in exploring emerging technologies in its business, it may not be equipped to support new initiatives in yours either. Falling behind technologically can impact efficiency and competitiveness, and can be a clear reason you need to find a more innovative MSP provider.
Red Flag 7: Do you trust your MSP as a long-term partner?
An MSP should feel like an extension of your team and be invested in your success. If you're questioning their commitment, expertise, or ability to foster a strong partnership, it's worth exploring alternatives. Does your provider:
- Fail to communicate clearly and often
- Treat your business as a number with no personalized interactions
- Fail to invest time to understand your business
- Offer cookie-cutter responses
- Respond slowly, even in emergencies
- Treat your team with disdain
A true business partner should feel trusted and invested in your success. Exigent often hears from clients about how good they feel about interactions with our entire team – from finance to the service desk to technical advisors. A reputable MSP will strive for deep, long-term engagements with clients, which enables the highest level of successful service.
Making the Switch
Evaluating your MSP using these questions can help you identify gaps and uncover opportunities for improvement. If you find that your provider consistently falls short, it might be time to consider switching to a partner that prioritizes your business's success. At Exigent Technologies, we have a clear blueprint for helping businesses transition to new MSP partnerships with minimal disruption.
Ready for a fresh start? Contact us today to learn how our Assurance Managed Services can help your business take full advantage of managed IT services.
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