How to Choose a Managed Services Provider - Five Questions You Should Ask

Choosing a Managed Services Provider (MSP) is a critical decision that can have lasting impact - or consequences - for your business. Here are five things you should ask for when evaluating a potential MSP.

Live service history data

Vendors make promises during the sales process, but the real proof is in the pudding. If they don't want to show you their live data, it's either because their service levels aren't quite what they're promising or they don't have good command over their service delivery. The best MSPs will be willing to show you their live data.

Here are a few metrics to look for:

• Response Time: MSPs define this differently, so it's important to ask for clarity. At Verve, we define this as simply a notification that we have received the service request. If you call into our helpdesk and we create the ticket for you, then the Response Time for that ticket is, more or less, immediate. However, if you submit your request via email, our system automatically records the request, creates a ticket and send back a reply with an acknowledgement and the ticket number. This reply marks our Response Time for that ticket. It's important to note that most MSPs record their Response Times this way, and it's clear to see how easy it is to show fast response times. 
• Resolution Plan: This is the better metric to look at for a clear understanding of how long it takes a provider to "meaningfully engage" your issues. At Verve, we record this time as when a human either a) begins working on the request, or b) calls to schedule the work on the issue with the whomever made the request. 
• Resolution: This is how long it takes to actually resolve the issue. However, it's important to note that most MSPs "pause the timer" when they're, for example, waiting on responses back from the user or another vendor. The Resolution time is important, but it's not an exact measurement that can be relied upon. 
• Average Speed to Answer (ASA): If you want to know how fast the provider answers their phone, this is the number to ask for. If they use modern technology, have properly setup their phone system, and actively manage their helpdesk, they should have easy access to these numbers because it's a critical metric to measure true responsiveness. If you really want a good test of how quickly a provider answers their phone, ask for their support phone number and call it multiple times over the course of a week and at different times of the day. The response should be consistent across days and times and should support the metric they gave you.

Examples of real invoices

Many times, all-inclusive fixed-fee pricing models have exceptions. The provider should have a clear policy about what's included and what's not (here's ours). Whether they do or don't, make sure to ask for an actual invoice so that there are no surprises and you know exactly what to expect on your bill. This helps you understand the true cost of their services and avoid hidden fees that could disrupt your budget. 

Speak with a current customer

References are great but ask to speak with an existing customer that's about your same size and in your industry. Ask leading questions, such as:

• What's your overall impression of the provider?
• What do they do really well?
• What do they need to improve upon?
• Do you feel they're leading you in the right direction?
• Do you have fewer problems than when you first started with them?
• What are some quirks we should know about?

How they secure access to your network

MSPs are increasingly targeted by bad actors because they hold the "keys to the kingdom" for all of their customers. MSPs are a "target rich" environment. At the very least, all credentials should be protected in a secure vault with audited access. Ideally, vendors should employ some level of Privileged Access Management (PAM). Ensuring robust security measures can safeguard your sensitive financial data from potential breaches.

Real examples of their business reviews

The business review process should be done 3-4 times per year to ensure there is good alignment between the two companies. Business reviews should include service metrics, an accurate inventory, a strong assessment of your environment, a risk assessment, clear recommendations, and a budget and roadmap.

Since the business review aggregates all the information about the services the company provides you, the quality and accuracy of the business review say a lot about how well the company is managed. 

It's like getting married

Choosing an MSP is like getting married; it's a long-term partnership that requires trust, communication, and a shared vision for the future. Just as you wouldn't rush into a lifelong commitment without getting to know your partner, it's crucial to take your time, do your research, and ask the right questions before selecting an MSP. The questions we've outlined should help you make a better decision. Reach out to us if you're evaluating Managed Services Providers and would like to hear our answers to these questions, and let's start building a partnership that can stand the test of time.