Choosing the right managed IT services provider (MSP) is a make-or-break decision for many small and medium-sized businesses. A great MSP doesn’t just keep your systems running, they become a strategic partner in your growth. But how do you tell the difference between a reliable MSP and one that’s all talk?
The stakes are high: the wrong provider could leave your business exposed to cyber threats, costly downtime, and lackluster support. That’s why we’ve compiled the seven most important questions every SMB should ask before signing on the dotted line.
1. What Services Are Included And Which Cost Extra?
Not all MSPs are created equal, and not all services come bundled. Be sure to ask for a clear breakdown of what’s included in their standard package versus what you’ll have to pay extra for. Some providers lure businesses in with low base prices, only to charge premiums for essential services like cybersecurity or after-hours support. Look for transparency and make sure there are no unpleasant surprises on your monthly invoice.
2. How Will You Support Our Business As We Grow?
Your business won’t look the same a year from now—and your IT needs shouldn’t either. Ask how the MSP plans to scale its services as your business expands. Will you need more cloud storage? More users supported? A good provider will have a flexible, growth-friendly model and offer strategic advice to help you plan ahead.
3. What’s Your Average Response Time for Support Tickets?
When your systems go down, every second counts. Get a clear answer on how long it typically takes them to respond to support requests, and what their escalation process looks like for critical issues. Bonus points if they offer real-time monitoring and proactive support that prevents problems before they become emergencies.
4. What Cybersecurity Measures Do You Provide?
In today’s threat landscape, cybersecurity is non-negotiable. Any MSP worth your trust should offer multi-layered protection, including firewall management, endpoint protection, employee training, and regular vulnerability assessments. If security isn’t a core part of their pitch, that’s a red flag.
5. Can You Share Real Client References or Case Studies?
Don’t just take their word for it. Ask for references from clients similar to your size or industry. A reputable MSP will be happy to share case studies that demonstrate how they’ve helped businesses like yours reduce costs, improve uptime, and boost productivity. If they can’t provide real proof, move on.
6. How Do You Help Us Stay Compliant?
Whether you’re in healthcare, finance, legal, or any other regulated industry, compliance isn’t optional. Make sure your MSP has experience with the regulations that apply to your business, such as HIPAA, PCI-DSS, or SOC 2. They should offer audit support, documentation, and systems that help keep your data secure and compliant.
7. What Sets You Apart from Other MSPs?
This is where the best providers shine. A great MSP should be able to articulate what makes them different. Whether that’s their customer service philosophy, proactive approach, industry-specific expertise, or all of the above. Listen closely to how they answer. It’ll tell you a lot about whether they’re a good long-term fit.
Final Thoughts
Hiring a managed IT services provider is more than just outsourcing your tech, it’s about choosing a partner you can trust with your business’s most critical systems and data. By asking these seven essential questions, you’ll gain the insight you need to make a smart, confident decision.
At Fantastic IT, we welcome these conversations. In fact, we thrive on them. We believe in building partnerships based on trust, transparency, and true expertise. Ready to see how we stack up? Let’s talk.