In today’s digital-first world, your IT provider can either drive your business forward or quietly hold it back.
As a business owner, choosing a Managed Service Provider (MSP) isn’t just about tech support. It’s about finding a strategic partner who understands your goals, protects your data, and helps your team stay productive, secure, and future-ready.
But with hundreds of MSPs promising the same results, how do you choose the right one?
Here are 10 essential questions every business owner should ask before signing on the dotted line.
1. What’s Included in Your Monthly Service Fee?
Not all MSP agreements are created equal. Some quote low, then bill extra for every support request. Ask for a clear breakdown of:
- What’s covered (e.g., monitoring, patching, backups, security)
- What’s billed separately (e.g., on-site visits, project work, after hours support, advanced threat protection, licensing, audits)
2. How Do You Handle Cybersecurity?
A good service provide goes beyond providing basic antivirus. Ask if they provide:
- Endpoint protection and threat detection
- Email filtering and phishing defence
- Backup and disaster recovery planning
- Staff training on cybersecurity awareness
3. Are You Proactive or Just Reactive?
You want more than someone to “fix things when they break.” Ask how they proactively:
- Monitor systems
- Patch vulnerabilities
- Recommend upgrades
- Schedule IT health checks
4. Can You Support Our Industry-Specific Needs?
Each industry has unique software, compliance rules, and workflows. Ask if they’ve worked with:
- Healthcare (RACGP, HIPAA)
- Legal (document confidentiality)
- Finance (data retention, encryption)
- Retail (POS systems, uptime)
5. What Is Your Response Time for Support Requests?
Downtime kills productivity. Ask:
- What’s your guaranteed response time?
- Do you offer 24/7 support?
- Is there a support portal or phone line?
- What happens if we need help after hours?
6. What Happens If We Outgrow You?
Your MSP should scale with you. Ask:
- Can you handle a 10x staff increase?
- Do you support remote teams, multi-sites, and cloud expansion?
- Can you integrate new systems or tools as we grow?
- Could you assist with vendor management?
7. Who Owns the Infrastructure and Data?
In some cases, MSPs host your data, but what happens if you part ways? Ask:
- Who owns our data and how do we get it back?
- Where is our data stored?
- Do we retain full ownership of our data?
- What’s your offboarding process?
- Will you assist with data migration to a new provider?
- Do you use third-party cloud providers (like AWS, Microsoft, Google)? If so, who manages those environments?
8. Do You Work with Trusted Vendors and Platforms?
Your MSP should partner with leading providers to ensure reliability and security. Look for partnerships or certifications with:
9. Can You Provide Client References or Case Studies?
Real-world results matter more than sales pitches. Ask for:
- Case studies relevant to your industry or size
- References you can call
10. How Do You Align IT With Our Business Goals?
The best MSPs don’t just solve tech problems, they help you grow. Ask:
- Will you assign us a dedicated account manager?
- Do you offer IT road mapping or strategic planning?
- Can you help us plan for compliance, automation, and cost-saving?
- How do you measure success of IT in terms of business outcomes (uptime, efficiency)
Conclusion
Choosing the right MSP isn’t about who’s cheapest, it’s about who brings the most value. A strong service provider will feel like an extension of your business: reliable, knowledgeable and invested in your success.
Before you sign, ask these 10 questions. They might just save you from expensive surprises and lead you to a partner who helps your business thrive.
Need help assessing your current MSP or exploring a better option?
At Cspro we’ll help you compare options and make the right call for your business. Book a free consultation through our website today.
