10 Questions to Ask When Onboarding a Managed Service Provider

Question 1: What services do you offer?

Understanding the full range of services provided by the MSP is crucial. Ensure they offer all the services your business needs, like network management, cloud services, cybersecurity, data backup, and disaster recovery. Some MSPs might specialise in specific areas, so it’s essential to confirm that they can cover all your requirements.

Question 2: Can you customise your services to fit our specific needs?

Every business is unique, so it’s essential to know if the MSP can tailor their services to match your specific requirements. This customisation can include specific software support, bespoke security measures, and personalised IT strategies. Ensure that the MSP is flexible and willing to adapt to your evolving business needs.

Question 3: What is your experience in our industry?

An MSP with experience in your industry will better understand your specific challenges and regulatory requirements. Ask for case studies or references from clients in your sector. Their industry-specific experience can significantly impact the quality and relevance of their services.

Question 4: What certifications and qualifications do your technicians hold?

Certifications such as CompTIA, Microsoft Certified Professional (MCP), and Cisco Certified Network Associate (CCNA) indicate a high level of expertise. Ensure the MSP’s team is well-qualified to handle your IT infrastructure. Inquire about ongoing training and professional development programs to ensure their skills remain current.

Question 5: What security measures do you implement to protect our data?

Security is paramount. Ask about their cybersecurity protocols, including firewalls, encryption, anti-malware, and intrusion detection systems. Understanding their approach to data security helps ensure they can protect your business from evolving threats.

Question 6: How do you handle data breaches or security incidents?

Understanding the MSP’s incident response plan is crucial. They should have a clear, documented process for managing and mitigating data breaches or other security incidents. Ask about their history with handling breaches and their strategies for preventing future incidents.

Question 7: What are the key components of your Service Level Agreement (SLA)?

The SLA outlines the MSP’s commitments regarding service quality, uptime, and response times. Ensure the SLA includes clear metrics and penalties for not meeting agreed standards. Key components should cover service availability, performance benchmarks, support response times, and resolution timeframes.

Question 8: How do you measure and report on SLA performance?

Regular reporting and transparent communication about SLA performance are essential. Ask how they track their performance and how often they provide reports. Understanding their monitoring tools and reporting frequency can help you hold the MSP accountable.

Question 9: What support options do you offer, and what are your response times?

Timely support is critical. Understand their support structure, including helpdesk availability, response times, and escalation procedures. Ask about their support hours, emergency response capabilities, and how they handle after-hours issues.

Question 10: How do you handle maintenance and updates?

Regular maintenance and timely updates are vital for smooth IT operations. Ask about their maintenance schedules, update policies, and how they minimise downtime during these periods. Understanding their approach to preventive maintenance can help avoid unexpected disruptions.