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How do I select an MSP? 

Guidance and considerations for selecting a Managed Service Provider

An Information Technology Managed Service Provider (IT MSP or simply MSP) is a company that manages a business's IT infrastructure and end-user systems, typically under a subscription or contract model.  

An MSP typically offers the following services:

  • 24/7 system monitoring
  • Data backup and disaster recovery
  • Cybersecurity protection
  • Helpdesk and technical support
  • Cloud services and migrations
  • Network setup and maintenance
  • Software updates and patch management

  Considerations when selecting an MSP

When selecting a Managed Service Provider, consider these key factors to ensure optimal support for your business.

Location

Choosing the right Managed Services Provider (MSP) involves more than just comparing service offerings and prices — the provider’s location can play a crucial role in how effective and responsive they are to your business needs. While many IT services are handled remotely, having an MSP that’s geographically close to your company can offer unique advantages, from quicker on-site support to a better understanding of the local regulations and business environment. For companies that rely on timely, hands-on assistance and strong collaboration, an MSP’s physical proximity can be a strategic asset rather than just a convenience.

Expertise and Staffing

When selecting an MSP, both the expertise of their staff and the size of their company are key factors to consider. Skilled and experienced technicians with professional certifications can resolve issues quickly, minimize downtime, and offer strategic IT guidance that aligns with your business goals. A well-rounded team with certifications in multiple areas are also better equipped to handle advanced services like cybersecurity, cloud migrations, and compliance with industry regulations such as HIPAA or PCI-DSS.

The size of the MSP can also significantly impact the level of service you receive. Larger MSPs often have more resources, a broader range of specialists, and the ability to support growing or multi-location businesses. However, smaller MSPs may offer a more personalized, responsive experience with a deeper focus on individual client relationships. Ultimately, finding the right balance between size and expertise ensures your business receives both the technical skill and attention it needs to thrive.

Services

An MSP with a broad service portfolio allows you to consolidate your IT needs under one roof, reducing the complexity of managing multiple vendors and ensuring better integration across your systems. This leads to smoother operations, stronger security, and faster issue resolution. As your business evolves, an MSP with diverse capabilities can scale with you: offering advanced solutions like cloud infrastructure, cybersecurity layers, VoIP, and automation without the need to switch providers. It also supports strategic IT planning, as the MSP can offer more holistic, informed guidance across all aspects of your tech environment.

Proactivity

Proactivity is a key offering of a top-tier MSP which is essential for the smooth operation of your business, but it often comes at an added cost. It is imperative to discover which proactive services best align to your organizational needs since one size and cost model does not fit all. A few examples of proactive MSP offerings could be 24x7 system monitoring and issue detection to prevent downtime and disruptions. This also includes timely updates and patches, reducing vulnerabilities and minimizing costly emergency fixes. Additionally, the MSP should play a crucial role in long-term planning by proactively suggesting upgrades or new tools that align with your business objectives and ensuring compliance with industry regulations. This results in a more efficient, secure, and productive environment, allowing employees to experience fewer interruptions and enabling your company to focus on growth without tech-related setbacks.

Customer Satisfaction

Third-party customer satisfaction scores and reviews offer crucial insights into the provider’s reliability and quality of service. Look for consistent positive feedback, with specific examples of how the MSP solved problems, improved systems, or supported business growth. A diverse client base and long-term relationships signal versatility and trust, while testimonials highlighting strong communication, fast response times, and problem-solving skills reflect the MSP’s commitment to service. Additionally, industry-specific reviews can show that the provider understands the unique needs of your industry, and independent reviews across multiple platforms add credibility. If possible, ask if to speak to an existing customer for additional references to an MSP’s abilities and level of support.

Pricing

When evaluating pricing for an MSP, it’s important to focus on the overall value rather than just the cost. Look for clear, transparent pricing with no hidden fees, and aim for a predictable, fixed-rate model that can also be scaled to accommodate your business’s growth, with flexible service packages that allow for customization. Compare the MSP’s pricing with competitors to ensure it is competitive and look for any trial periods or service guarantees to test their offerings. Ultimately, the best choice is an MSP that provides long-term cost efficiency, balancing cost with high-quality service and expertise.

 

Managed Service Provider Checklist  

To help evaluate various factors to ensure the provider aligns to your requirements, we recommend using the checklist below.

Location(s)

  • Evaluate the importance of the MSP's geographical proximity.
  • Does this MSP have:
    • Availability of quick on-site support
    • Understanding of local regulations
    • Willingness to collaborate frequently in person

Expertise and Staffing

  • Assess the expertise and experience of the MSP's staff.
    • Relevant industry certifications
    • Other clients in your same industry   
  • Consider the size of the MSP and its impact on service:
    • Larger, national/global  MSPs ($100M+ annual revenue, 500+ employees) may offer more resources and specialized experts that can be drawn on as needed
    • Smaller, local MSPs ($1M-$20M annual revenue, less than 50 employees) may provide more personalized and responsive service and local/regional or industry-specific expertise
    • Many MSPs fall in the middle, with some attributes of the larger and smaller ends of the spectrum
  • Ensure the MSP offers services that overlap, and can scale, with your business needs and compliance obligations.

Services

  • Review the range of services offered by the MSP.
    • Do these services solve your business need?
  • Consider the benefits of consolidating IT needs under one provider.
    • Is this MSP capable of supporting all of your IT needs?
  • Evaluate the MSP's ability to scale and offer advanced solutions.
  • Assess the cost-efficiency and integration benefits of bundled services.

Proactivity

  • Ensure the MSP offers proactive system monitoring and issue detection (up to 24x7x365).
  • Evaluate the MSP's approach to cybersecurity and timely updates.
  • Consider the MSP's role in long-term planning and compliance.

Customer Satisfaction

  • Review customer testimonials and feedback.
  • Look for examples of problem-solving and system improvements.
  • Assess the MSP's communication, response times, and industry-specific expertise.
  • Check independent reviews for credibility.

Pricing

  • Focus on overall value rather than just cost.
  • Look for transparent pricing with no hidden fees.
  • Consider fixed-rate models for predictable budgeting.
  • Ensure services justify the cost and are scalable.
  • Compare pricing with competitors and look for trial periods or guarantees.