How to Evaluate an MSP: 10 Questions to Ask Before You Sign
Not all MSPs are created equal. Here are the 10 most important questions to ask before choosing a managed service provider.
Choosing a managed service provider (MSP) is a significant decision. The right partner can transform your IT and security posture; the wrong one can leave you with more problems than you started with. Here are 10 questions to ask before you sign.
1. What is your response time SLA? Get specifics—not just 'we respond quickly' but actual targets (e.g., 15 minutes for critical, 4 hours for high, 24 hours for normal). Ask how they measure and report on it.
2. Do you offer 24/7 monitoring and support? Many MSPs monitor 24/7 but only offer phone support during business hours. If you have after-hours needs, clarify what's included.
3. How do you handle security incidents? Ask about their incident response process, escalation paths, and whether they have documented playbooks. You want to know exactly what happens when something goes wrong.
4. Are you vendor-agnostic? Some MSPs push specific vendors or have kickback arrangements. A vendor-agnostic partner will recommend what's best for you, not what's best for their margins.
5. What is your approach to documentation? You should receive network diagrams, asset inventories, and runbooks. If they're vague about documentation, that's a red flag.
6. How do you handle our existing tools and stack? Will they work with what you have, or do they require a full replacement? Migration can be costly and disruptive.
7. What does onboarding look like? A thorough onboarding—discovery, assessment, documentation, and phased rollout—is a sign of a serious provider. Rushed onboarding often leads to problems later.
8. Can we speak with current clients? References matter. Ask for clients in your industry or similar size. A reputable MSP will provide them.
9. What is your contract structure? Look for flexibility—month-to-month after an initial term, clear exit clauses, and no long-term lock-in if you're unsure.
10. Who will be our primary contact? You need a dedicated point of contact who knows your environment. Ask about turnover and how they handle transitions.
These 10 questions will help you separate serious, capable MSPs from those that overpromise and underdeliver. Take your time, get answers in writing, and choose a partner who aligns with your business and your values. The MSP you select will have access to your systems, your data, and your users. They'll influence your technology decisions for years to come. A thorough evaluation now can prevent costly mistakes and ensure you find a true partner—not just a vendor.