Switching Managed Service Providers or MSPs is a significant decision that can impact your business operations, cybersecurity, and IT infrastructure. Whether you’re dissatisfied with your current provider or you’re looking for a partner who can better align with your growth, asking the right questions before making a change is essential. 

Here are some key questions to help you evaluate potential MSPs and ensure a smooth transition.

1. Why Are We Switching MSPs?

Before making a move, identify the specific reasons why you want to switch. Common issues include:

• Lack of responsiveness or slow support times
• Frequent downtime and unresolved IT issues
• Insufficient cybersecurity protections
• Lack of proactive IT strategy and guidance
• Unexpected costs and unclear pricing

Understanding your pain points helps you assess whether a new MSP can address them effectively.

2. What Are Our IT Needs and Business Goals?

Your IT strategy should support your business objectives. These are the questions to ask yourself:

• What services do we need? (e.g., cloud solutions, cybersecurity, compliance support, vCIO services)
• Are we looking for industry-specific expertise?
• Do we need a 24/7 help desk?
• How important is scalability for our growth plans?

Aligning your needs with the capabilities of a new MSP will ensure a better long-term partnership.

3. What Is the MSP’s Experience in Our Industry?

Industry experience matters, especially for compliance-heavy sectors like healthcare, finance, and manufacturing. Ask:

• Have you worked with businesses like ours before?
• Can you provide case studies or references from similar companies?
• Do you understand our compliance and regulatory requirements?

An MSP that understands your industry will be better equipped to anticipate challenges and provide proactive solutions.

4. How Does the MSP Handle Security and Compliance?

Cybersecurity is a top concern for any business. Make sure your new MSP can adequately protect your data by asking:

• What cybersecurity measures do you have in place?
• How do you handle compliance with regulations such as GDPR, HIPAA, or SOC 2?
• Do you offer security awareness training for employees?
• How do you manage endpoint security and incident response?

A strong security posture is critical to reducing risks and maintaining compliance.

5. What Is Your Service Level Agreement?

The SLA outlines what you can expect in terms of response times, uptime guarantees, and service availability. Ask:

• What are your guaranteed response times for critical and non-critical issues?
• How do you handle after-hours and emergency support?
• What are the penalties if SLAs are not met?

A well-defined SLA ensures accountability and reliable service.

6. What Is Your Pricing Structure?

Transparent pricing helps prevent surprises down the line. Clarify:

• Is your pricing fixed or usage-based?
• What is included in the monthly fee?
• Are there any additional fees for after-hours support or on-site visits?
• What is the cost for adding or removing services as we grow?

Understanding the financial aspect upfront will prevent unexpected expenses later.

7. How Will the Transition Be Managed?

A seamless transition is critical to avoiding downtime. Ask:

• How do you handle onboarding and data migration?
• How long will the transition take?
• What measures do you take to minimize disruptions?
• Do you coordinate with the outgoing MSP to ensure a smooth handover?

A well-planned transition strategy ensures minimal disruption to your business operations.

8. What Kind of Support and Communication Can We Expect?

Effective communication is key to a successful partnership. Ask:

• How do we contact support? (e.g., phone, email, live chat)
• What are your response and resolution times?
• Will we have a dedicated account manager or vCIO?
• How often do you provide IT strategy reviews and reports?

A reliable MSP should be easy to reach and provide proactive guidance beyond break-fix support.

9. Can You Provide References or Testimonials?

Hearing from other businesses can help validate the MSP’s claims. Ask:

• Can we speak with current clients?
• Do you have case studies or success stories?
• What do your customers say about your service and response times?

Client feedback can offer valuable insights into the MSP’s reliability and customer satisfaction.

10. What Happens If We Want to Leave in the Future?

While no one plans for failure, it’s important to understand your exit options. Ask:

• What is the contract length and termination policy?
• What happens to our data if we leave?
• Do you help with offboarding and transferring services?

Understanding these terms in advance can save headaches if you ever need to switch again. 

For further information, see also: What a Managed Service Provider Offers Your Business.

Conclusions

Choosing a new MSP is a major decision that requires careful evaluation. By asking these questions, you can identify the right provider that aligns with your business needs, offers robust security and compliance, and provides excellent support. A proactive and transparent MSP can become a valuable partner in your company’s long-term success.

If you’re considering a switch and want to explore how Horn IT Solutions can support your business, reach out to us for a consultation today!