10 Essential Questions Before Hiring an MSP
Essential questions every business should ask when evaluating managed service providers to ensure you make the right choice for your organization.
Choosing the right Managed Service Provider (MSP) is one of the most important IT decisions your business will make. The wrong choice can lead to downtime, security vulnerabilities, and frustrated employees. Use these 10 essential questions to evaluate potential MSPs and ensure you partner with a provider that truly understands your business needs.
What is your average response time for critical issues?
Understanding response times helps you gauge how quickly your business-critical issues will be addressed. Look for MSPs that offer guaranteed response times, typically 15 minutes to 4 hours depending on severity.
Do you provide 24/7 support with local Australian staff?
Ensure the MSP has round-the-clock coverage with staff who understand Australian business hours, regulations, and cultural context. Avoid providers who outsource support to overseas call centers.
What certifications do your technicians hold?
Look for industry-standard certifications like Microsoft, Cisco, CompTIA, and cybersecurity credentials. This ensures your MSP has the expertise to handle modern IT challenges.
How do you handle data backup and disaster recovery?
Your MSP should have robust backup strategies, including automated backups, offsite storage, and tested disaster recovery procedures. Ask for specific recovery time objectives (RTO) and recovery point objectives (RPO).
What cybersecurity measures do you implement?
With cyber threats increasing, your MSP should offer comprehensive security including endpoint protection, network monitoring, security awareness training, and incident response capabilities.
Can you provide references from similar businesses?
Request references from businesses in your industry and size. This helps you understand how the MSP handles challenges specific to your sector and validates their track record.
What is included in your base service package?
Understand exactly what services are included in the base price versus add-ons. This prevents surprise costs and helps you compare providers accurately.
How do you handle software licensing and updates?
Your MSP should manage software licensing, ensure compliance, and handle updates systematically. This includes operating systems, applications, and security patches.
What are your contract terms and exit clauses?
Review contract length, termination clauses, and data return policies. Avoid MSPs with overly restrictive contracts or those who make it difficult to switch providers.
How do you measure and report on service performance?
Look for MSPs that provide regular reporting on system performance, security metrics, and service level achievement. Transparency in reporting indicates a professional, accountable service provider.
Ready to Find Your Perfect MSP?
Use these questions to evaluate potential providers, or let our experts connect you with pre-vetted MSPs who have already answered these questions satisfactorily.
Frequently Asked Questions About Hiring Managed Service Providers
What questions should I ask when interviewing MSPs?
Essential questions include response times for critical issues, 24/7 support availability, technician certifications, backup and disaster recovery procedures, cybersecurity measures, client references, service package inclusions, software licensing management, contract terms, and performance reporting methods.
How do I evaluate MSP response times and support quality?
Look for guaranteed response times (15-30 minutes for critical issues), 24/7 local Australian support, escalation procedures, and published SLAs. Request performance reports from existing clients and verify support availability during business hours. Leading MSPs offer 5-second call pickup guarantees.
What certifications should MSP technicians have?
MSP technicians should hold industry certifications like Microsoft (Azure, 365), Cisco (CCNA, CCNP), CompTIA (Security+, Network+), cybersecurity credentials (CISSP, CISM), and cloud platform certifications (AWS, Azure). Verify current certification status and ongoing training programs.
How do I check MSP references and client satisfaction?
Request references from businesses similar in size and industry, check online reviews on platforms like Google and industry sites, verify case studies, ask about client retention rates, and inquire about recent client feedback. Look for MSPs with 4.5+ ratings and substantial review counts.
What red flags should I watch for when hiring an MSP?
Red flags include vague SLA terms, no local presence, offshore-only support, lack of relevant certifications, poor client references, unrealistic promises, excessive contract restrictions, no security expertise, and reluctance to provide detailed service information or performance metrics.
What services do managed IT providers offer in Australia?
Australian managed IT services providers offer IT support, cybersecurity monitoring, cloud services, Microsoft 365 management, VoIP communications, backup and disaster recovery, network management, compliance support, and strategic IT consulting. Leading providers like Affinity MSP offer comprehensive packages with 24/7 support.
How much do managed IT services cost in Australia?
Managed IT services in Australia typically cost $100-$300 per user per month, depending on service levels and complexity. Small businesses often pay $3,000-$10,000 monthly, while medium businesses range from $8,000-$25,000 monthly. This is typically 30-50% less than equivalent in-house teams.