How To Choose an MSP: A Step-By-Step Guide

Keeping up with technology can be challenging, especially as your business expands. Cybersecurity threats, changing tech regulations, and system failures can cause costly delays. As a result, companies with strong IT support often avoid these problems and stay more productive. Selecting the right IT provider can help solve these challenges. That’s why this week, we’re providing a step-by-step guide on how to choose an MSP.

Table of Contents

1. Assess What Your Business Needs From an MSP
2. Evaluate Communication and Support Standards
3. Check the MSP’s References, Customer Feedback, and Reviews
4. Consider Future Growth and Scalability
5. Evaluate the MSP’s Technical Experience
6. Assess Security Practices and Compliance
7. Explore the MSP’s IT Services and Technological Capabilities
8. Understand Pricing Models and Value Propositions
9. Create a Shortlist of MSPs That Match Your Business Needs
10. Consider Sending a Request for Proposal (RFP) to Shortlist MSPs
11. Review Contract Terms and Service Agreements
12. How To Choose an MSP
Partner with ITonDemand for Your MSP Needs

1. Assess What Your Business Needs From an MSP

To start the process of choosing an MSP, take some time to map out your business’s IT needs. That will help you find a provider that’s the right fit. Some key areas to consider include:

• Core IT Setup: List the critical parts of your IT system, like hardware, software, and networks. Note any areas that aren’t working well or need upgrades.
• Backup and Recovery Plans: Consider how important it is to have backups and a way to recover data if something goes wrong. This can help your business avoid downtime.
• Support for Your Team: If your team works from different locations, ensure the MSP offers options like secure remote access and monitoring.
• Meeting IT Security Standards: Some businesses need to follow rules like HIPAA or GDPR. Make sure the MSP you choose is qualified to handle these requirements.
• Room for Growth: If your business plans to grow, consider whether the MSP can scale its services to match your future needs.
• Service Preferences: Decide the type of services you need, such as on-site help, 24/7 emergency support, or regular system monitoring. This will affect the type of provider you look for.

Focusing on these areas allows you to clearly understand what your business needs from an MSP. That makes it easier to find the best fit and ensures that the MSP doesn’t fall short in critical areas.

2. Evaluate Communication and Support Standards

Good communication and reliable support are key to a successful relationship with an MSP. Check the ways they communicate, like email, phone, or live chat, and make sure these match how your team prefers to work. Also, look into their support hours; do they offer emergency help 24/7 or only during business hours?

Beyond that, ask about their average response times to see how quickly they handle issues. The MSP should also have a simple ticketing system to track support requests. Proactive remote monitoring can also be a valuable feature. It allows them to find and fix problems before they cause major disruptions.

Additionally, take the time to learn about their onboarding process. That shows how they’ll get to know your systems and start providing support. Make sure they provide regular updates, like system performance reports or summaries of any issues. Key points to consider include:

• Learning Your Systems: Ask how they’ll get to know your setup. Find out how they’ll adjust their services to meet your needs.
• Onboarding Steps: Confirm the steps they’ll follow to start providing support. Check how long the process will take.
• Clear Communication: Ensure they’ll keep you updated during onboarding. Ask about how they’ll share progress or handle any adjustments.
• Setting Up Monitoring: Find out how they’ll set up monitoring tools. Learn how they plan to catch and fix issues early.
• Managing Support Requests: Ask how they’ll handle support requests. Make sure they’ll use a system that works with your team.

Understanding these key factors can help you choose an MSP that communicates well and supports your business needs for long-term success.

3. Check the MSP’s References, Customer Feedback, and Reviews

Researching an MSP’s reputation is an important step. Start by reading reviews on their website, social media, or other trusted platforms to gauge their reliability and customer service. Ask the MSP for references and talk to their past or current clients. That will give you insight into how they perform, communicate, and handle challenges. A strong track record of satisfied clients is a good sign they’ll meet your needs.

When speaking with references, ask how well the MSP met deadlines, solved issues, and delivered on promises. Look for case studies and testimonials from companies in your industry to see if they understand your specific needs. Find out if they provide regular performance updates or reports. These details can help confirm the MSP’s ability to offer consistent, reliable support for your business.

4. Consider Future Growth and Scalability

When choosing an MSP, think beyond your current needs. Look for a provider that can scale their services as your business grows. That might include upgrading IT infrastructure, adding cloud solutions, or acquiring new IT assets. Ask how they scale costs and if their services are flexible enough to adapt to your plans.

Check if the MSP can handle scaling other areas like compliance, cybersecurity, or other types of IT project services. A proactive provider will help you plan for challenges and ensure smooth growth. Look for experience in long-term partnerships and offering flexible, scalable options. This ensures your business stays supported as your needs change.

5. Evaluate the MSP’s Technical Experience

An MSP’s technical skills are essential for providing reliable support. Check their track record to see how well they’ve handled IT operations, system architectures, and environments like yours. If they have experience in your industry, that’s a big advantage. They’ll better understand your specific needs and challenges. Ask for proof of work, such as case studies or examples of businesses they’ve successfully helped.

Make sure their team has the expertise to meet your technological needs. That includes skills like remote work management and handling compliance requirements. Ask how they stay up to date with industry trends and new technologies. A strong MSP should be able to adapt to changes and offer solutions that fit your current and future needs.

6. Assess Security Practices and Compliance

Cybersecurity is one of the most important factors when choosing an MSP. Ask about their cybersecurity tools, like data encryption, intrusion detection, and multi-factor authentication (MFA). These measures are essential to protect your business from potential risks. Check if they perform regular security audits and vulnerability assessments. That shows they actively look for weaknesses and take steps to prevent problems before they happen.

If your business needs to follow compliance rules like HIPAA or GDPR, ask if the MSP can meet those standards. Find out if they have worked with similar companies and if their team has the proper certifications. Review their IT security policy to see if it matches your needs. A provider with strong security and compliance experience can protect your data and help you meet industry requirements.

7. Explore the MSP’s IT Services and Technological Capabilities

Choosing the right MSP means reviewing their services and technology to ensure they meet your needs. Start by looking at their service portfolio. Key offerings to look for include:

• Managed IT Services: Full management of your IT systems to simplify daily operations.
• Cybersecurity Services: Protection from threats using tools like firewalls, monitoring, and regular risk checks.
• Compliance Support: Help with meeting industry regulations. That include HIPAA, Nist-800, SOC-2, CMMC, PCI DSS, and more.
• IT Consulting: Advice to improve your IT strategy and solve challenges.
• Digital Transformation Services: Help in adopting new technologies to boost efficiency and growth.

Take time to evaluate their network management services. They should include tools to monitor and improve system performance. If you have a remote or distributed team, check if they offer secure and reliable remote access tools.

Finally, review their technical expertise. Look for certifications that prove their skills. Ask if they provide equipment upgrades to keep your systems current. Client reviews and their experience with similar businesses can also help you decide if they’re a good fit. Choosing an MSP with these capabilities ensures your business is supported both now and as it grows.

8. Understand Pricing Models and Value Propositions

When choosing an MSP, it’s essential to understand their pricing and packages. Different pricing models provide varying levels of flexibility and cost control. Common options include:

• Unlimited / Fully Managed: Covers unlimited IT services at a fixed monthly cost. This option is ideal if you want predictable expenses and complete support.
• Block Hours: Gives you a set number of IT hours at a fixed rate. You can add more hours as needed, either automatically or by request.
• Pay-as-You-Go: Lets you request IT services when needed. You’re billed after the work is done at an agreed-upon rate, which is flexible but less predictable.

Each model has its pros and cons, depending on your business needs. Fully managed plans work well for ongoing support, while block hours or pay-as-you-go might suit businesses with fewer IT demands.

When reviewing pricing, consider the value the MSP offers. Good IT services can reduce downtime, prevent problems, and improve your team’s work. These benefits often save more than the cost of services through higher productivity and avoiding costs like data breaches or system failures. Choose a pricing plan that fits your budget.

9. Create a Shortlist of MSPs That Match Your Business Needs

Use what you’ve learned to create a shortlist of MSPs that fit your business. Focus on providers that match your goals, offer the services you need, and stay within your budget. Look at their experience, customer reviews, and how well they can grow with your business. References and interview insights can help you decide which providers are the best fit. A clear shortlist helps you focus on MSPs that provide the right value and support for your needs.

10. Consider Sending a Request for Proposal (RFP) to Shortlist MSPs

While it takes extra time, preparing and sending out an RFP can help you collect detailed proposals from MSPs. That can help you make more informed comparisons and choose the right provider. Here are a few tips for putting together an RFP to help choose an MSP:

• Define the Scope: Outline your needs, including services, hardware, software, and project expectations. Be specific about timelines, quality, and quantity.
• Drafting the RFP: Include a clear statement of requirements, reporting needs, and evaluation criteria. Specify the RFP format and deadlines for responses.
• Share with Respondents: Send the RFP to the MSPs you’ve shortlisted. Make sure they understand the process, timeline, and what’s expected.
• Review Responses: Evaluate each proposal to see how well it meets your needs. Focus on service scope, contract terms, pricing, and alignment with your goals.
• Involve Stakeholders: Work with key decision-makers to review and compare submissions. Their input ensures that no important details are missed.
• Finalize Viable Options: Narrow down your list to the MSPs that best match your needs and are ready for final consideration.

Although not always required, an RFP can help you gather information and identify an MSP that aligns with your business. If your needs aren’t urgent, it’s

11. Review Contract Terms and Service Agreements

Before choosing an MSP, review any offered agreements carefully. The Master Services Agreement (MSA) covers the overall terms of the partnership, including responsibilities and legal protections. The Service Level Agreement (SLA) focuses on specific commitments, like response times and uptime guarantees. Together, these agreements set clear expectations for both sides.

Check key details like termination clauses, penalties for non-compliance, and performance metrics. Make sure the contract includes all the services you’re expecting. Also, ensure these terms align with your current needs and future goals. If they don’t, be upfront and communicate any changes or requests you have. A clear, simple agreement protects your business and helps build a strong working relationship with the MSP.

12. How To Choose an MSP

Now that you’ve gathered all the information, it’s time to make your final decision. Choosing the right MSP isn’t just about ticking boxes; it’s about finding a partner who understands your business and aligns with your goals. Here’s how to bring everything together and make a confident choice:

• Review Their Fit: Compare the MSP’s services to your IT priorities. Check if they offer the expertise, scalability, and security you need.
• Focus on Value: Look beyond cost to see the value they provide. Proactive support, monitoring, and compliance assistance can save time and prevent issues.
• Check Communication: Strong communication ensures a smooth partnership. Confirm they’ll provide regular updates and respond quickly to problems.
• Consider Future Growth: Make sure they can scale with your business. Their services should adapt as your needs grow or change.
• Clarify Questions: Follow up with your top choices to address any remaining questions. That is your chance to confirm terms and services.
• Validate Reliability: Speak with references or clients to confirm their performance and reliability. Real-world feedback is key to making the right choice.

The goal is to choose an MSP that meets your current needs and positions your business for long-term success. With a thoughtful approach and careful consideration, you can build a long-lasting IT partnership.

Partner with ITonDemand for Your MSP Needs

At ITonDemand, we’re more than just a managed service provider; we’re your partner in success. We focus on delivering managed IT services that grow with your business, safeguard your data, and ensure smooth operations. If you need proactive support, strong cybersecurity, or assistance with compliance, we’re ready to help. Let’s work together to build a strong foundation for your business. Contact us today to see how we can make IT work for you.