General Questions to Ask an MSP
Selecting the right managed IT services provider is a crucial decision for any business. Asking the right questions can help ensure you’re making the best choice. It’s imperative to learn about the company to understand their background, areas of strength, and where they might be lacking. Here are some fundamental questions to ask a potential provider:
1. How Long Have You Been In Business?
Experience matters in the world of managed IT services. A provider that has been in business for a decade or more has likely developed the processes, expertise, and infrastructure needed to deliver reliable support. Building a strong managed services practice takes time—many experts estimate it requires at least 10,000 hours to master a skill. By choosing a well-established MSP, you reduce the risk of working with a provider that’s still ironing out operational inefficiencies.
2. How Many Employees Do You Have?
The size and structure of an MSP’s team can directly impact the quality of service you receive. A strong IT help desk support team should include dedicated professionals who are available around the clock; especially if your business operates outside of standard business hours. Be wary of providers that rely on field technicians to double as help desk support, as this can lead to slow response times and inconsistent service. Additionally, an MSP with a diverse team of specialists in various technologies is often better equipped to handle complex IT challenges than one that relies solely on generalists.
3. How Many Clients Do You Have?
A well-established managed IT service provider should have a track record of success across multiple industries. While more clients generally indicate experience and reliability, it’s also essential to assess whether the MSP can offer personalized service. A provider that is stretched too thin may struggle to provide the attention and proactive support your business needs.
4. Do You Fully Staff Help Desk Support, or Do You Outsource It?
Not all MSPs provide fully staffed, in-house support. Some providers outsource their IT help desk support or rely on third-party call centers, which can result in slower response times and less personalized service. Ask whether their help desk is fully US-based and available 24/7, so your employees receive prompt and knowledgeable assistance when they need it.
5. Do You Offer Onsite Service?
Some IT issues require in-person attention, but not all MSPs include onsite support in their standard service packages. Many businesses are caught off guard when they receive an unexpected bill for an onsite visit. Make sure to clarify whether onsite support is included in your monthly agreement or if it incurs additional charges. A transparent pricing model ensures you won’t face surprises down the road.
By asking these questions to ask service providers, you can evaluate whether an MSP is the right fit for your business needs and IT infrastructure.
Customer Service Questions to Ask an MSP
Customer service is one of the most critical aspects of a managed IT service provider relationship. A great MSP should provide more than just technical support—they should offer a seamless client experience, with clear communication, timely responses, and proactive service. Here are key questions to ask when evaluating an MSP’s customer service approach.
1. How Do You Measure Client Satisfaction?
An MSP should have a structured process for gathering and analyzing client feedback—not just from satisfied customers, but from a random and representative sample. Look for a provider that regularly conducts client satisfaction surveys and measures key areas such as reliability, performance, security, problem resolution, professionalism, and timeliness.
A strong indicator of customer satisfaction is the Net Promoter Score (NPS), which reflects how likely clients are to recommend the MSP’s services. Ask how often they collect feedback, how it is reviewed internally, and what steps they take to improve their services based on client input.
2. Do You Have Defined SLAs (Service Level Agreements)?
Service Level Agreements (SLAs) outline response times, resolution times, and other performance metrics that hold an MSP accountable. A quality provider should be transparent about their SLAs, including:
- Average Speed to Answer: How quickly support requests are acknowledged.
- Average Speed to Resolution: The time it typically takes to resolve an issue.
Before committing to a provider, review their service level agreement to ensure their response and resolution times align with your business needs.
3. Is Your Staff Available 24/7/365?
IT issues don’t always happen during business hours, so it’s important to confirm whether an MSP offers true 24/7/365 support. Some providers claim to offer round-the-clock service but rely on after-hours call centers or on-call technicians instead of a fully staffed help desk. Ensure that their team is actively available at all hours, including weekends and holidays, so you won’t be left waiting in the event of an emergency.
Asking these questions to ask about IT infrastructure will help you gauge whether an MSP’s customer service model aligns with your business needs and expectations.
Security & Compliance Questions to Ask an MSP
Cybersecurity is no longer optional; it’s essential. Businesses face increasing risks from cyberattacks, data breaches, and regulatory non-compliance. A managed IT service provider should take a proactive approach to cybersecurity, ensuring that your business is protected with strong defenses, continuous monitoring, and best practices that align with industry standards. Without these measures, your organization could face costly downtime, financial losses, and reputational damage.
When evaluating an MSP, ask these critical questions to ask about IT infrastructure to ensure they have the right security posture in place.
1. Are You SOC 2 Type II Certified?
A SOC 2 certification demonstrates that an MSP adheres to rigorous security controls, particularly in handling customer data. This independent audit verifies that the provider follows strict guidelines for security, availability, processing integrity, confidentiality, and privacy. Choosing an MSP with this certification ensures that your business is working with a provider that meets high cybersecurity standards.
2. Do You Have an SOC (Security Operations Center)?
A SOC-as-a-service provides real-time monitoring and incident response to detect and mitigate threats before they cause harm. A dedicated Security Operations Center (SOC) with trained analysts ensures that threats are actively identified, assessed, and neutralized 24/7. If an MSP lacks an in-house SOC, ask how they monitor threats and what response times they guarantee in the event of an incident.
3. Do You Offer Access to CISSP Engineers?
A strong security team should include Certified Information Systems Security Professionals (CISSPs)—engineers with expert-level cybersecurity knowledge. Access to CISSP engineers means your MSP can help with more than just reactive security. They can assist in developing security policies, creating incident response plans, and running tabletop exercises to simulate cyberattack scenarios. These proactive measures help ensure your business is prepared for potential threats.
4. What Training Do You Provide for Employees?
Your employees are often the first line of defense against cyber threats. An effective cybersecurity training program should educate staff on phishing attacks, password security, data protection, and evolving cyber risks. Ask how frequently the MSP provides training, whether they conduct simulated phishing tests, and how they measure the effectiveness of their programs.
5. What Security Framework Do You Follow?
A reputable MSP should follow established cybersecurity frameworks such as NIST (National Institute of Standards and Technology), CIS (Center for Internet Security), ISO 27001, or HITRUST. These frameworks provide structured guidelines for risk management, security controls, and compliance best practices. Understanding which framework an MSP follows will help you determine whether their approach aligns with your industry’s security requirements.
Asking these security-focused questions ensures that your chosen MSP prioritizes cybersecurity and has the expertise to keep your business safe from evolving threats.
Expertise Questions to Ask an MSP
Choosing a managed IT service provider with the right expertise is crucial for ensuring your business receives top-tier support and strategic IT guidance. A provider with highly skilled engineers, strong vendor relationships, and industry recognition is more likely to deliver reliable service and innovative solutions tailored to your needs. Here are some essential questions to ask to gauge an MSP’s level of expertise.
1. What Certifications Do Your Engineers Hold?
The certifications held by an MSP’s engineers can indicate their level of technical expertise and specialization. Look for a provider with team members certified in industry-leading technologies, such as:
- Channel Futures MSP 500
- MSP Alert MSSP 250
- Certified Information Systems Security Professional (CISSP)
- CompTIA Security+, Network+, or A+
- VMware Certified Professional (VCP)
Certifications demonstrate that the MSP invests in continuous learning and ensures their engineers stay up to date with evolving IT and cybersecurity best practices.
2. What Vendors Are You Currently Using?
The vendors an MSP partners with can influence the quality of service and technology solutions they provide. Ask which hardware, software, and security vendors they work with to ensure they use reputable, industry-leading products. Strong partnerships with vendors like Microsoft, Cisco, Dell, Fortinet, Arctic Wolf, and VMware indicate that the MSP has access to enterprise-grade solutions and advanced support resources.
Inquire about how they select and vet their vendors. A trusted MSP should choose partners based on performance, security, and reliability rather than just cost.
3. Are You On the Channel Futures MSP 501 List?
Industry recognition is another indicator of an MSP’s expertise and credibility. The businesses on the MSP 501 list are ranked among the top managed service providers globally based on revenue, growth, innovation, and operational maturity. This list demonstrates the MSP’s commitment to excellence and continuous improvement in IT services.
By asking these expertise-driven questions, you can ensure you’re partnering with a managed IT service provider that has the skills, experience, and industry recognition necessary to support your business effectively.
Choosing the Best Managed IT Service Provider
Selecting the right managed IT service provider is a critical decision that impacts your business’s security, efficiency, and long-term success. By asking the right questions about customer service, security, compliance, and expertise, you can confidently choose a provider.
A reliable MSP should have a proven track record, certified engineers, strong security measures, and a commitment to exceptional service. They should also offer transparent pricing, 24/7 support, coupled with a strategic approach to technology management.
NetGain IT Solutions
As an industry-leading MSP, NetGain Technologies has been helping businesses enhance their IT strategy for over 40 years. Our team of certified engineers ensures that your business stays secure and productive.
With a focus on strategic IT partnership, we offer customized solutions tailored to the needs of organizations across manufacturing, healthcare, and financial services. Whether you need fully managed IT or co-managed support, we’re here to help your business thrive.
