As technology demands intensify, more and more companies are seeing the strategic advantages of outsourcing IT support. However, not every managed service provider (MSP) offers the same services or functions in the same way. To ensure you’re working with the right partner for your business, here are some crucial questions to ask your IT MSP.
Inquiring about your IT MSP’s certifications, services, backup strategies, uptime performance, proactive maintenance, scalability, and customization options is essential for ensuring they meet your business needs. Partnering with TenHats offers enterprise-grade IT solutions, 24/7 support, and expertise across industries to enhance your IT infrastructure and drive positive outcomes.
1. What industry credentials or certifications do your company and technical staff hold?
Asking your IT MSP about their industry credentials and certifications is important for several reasons. These certifications validate their expertise and demonstrate their commitment to industry standards. They also ensure that your MSP and their staff possess the necessary skills to effectively manage IT services and keep up with evolving technologies.
An IT MSP and its technical staff should possess a diverse range of industry-recognized certifications to showcase their expertise and credibility. These typically include:
- CompTIA certifications such as A+, Network+, and Security+
- Microsoft certifications like MCSE and Azure
- Cisco certifications such as CCNA and CCNP
Another benefit of certifications is that they serve as a performance benchmark. This offers you a quick way to verify their credibility and training. Additionally, certifications often indicate that your MSP has invested in tools and training to master specific technologies and services, which can directly benefit your organization’s IT infrastructure and cybersecurity.
2. What specific services are included in your managed IT package?
Knowing the specific services included helps you understand exactly what you’re paying for and ensures that all your IT needs are covered. This allows you to identify any gaps in service that might require additional support or in-house resources. It also enables you to compare different MSPs effectively, ensuring you get the best value for your investment.
A comprehensive managed IT package should include:
- Network monitoring and management
- Cybersecurity services
- Cloud services management
- Data backup and recovery
- Help desk support
- Proactive maintenance
- Software updates
Understanding the service scope helps set clear expectations and prevents misunderstandings about responsibilities. Additionally, it allows you to align the MSP’s offerings with your business objectives and growth plans, ensuring that the package can scale with your organization’s evolving IT requirements.
3. How are data backups and disaster recovery handled?
Learning your IT MSP’s approach to data backups and disaster recovery is important for ensuring that your business’s critical data is protected against potential loss due to:
- Cyberattacks
- Natural disasters
- Human error
A robust backup and disaster recovery (BDR) plan is essential for maintaining business continuity and minimizing downtime in case of an incident. Understanding an MSP’s BDR strategies helps you assess their ability to quickly restore your systems and data, potentially saving your business from significant financial losses and reputational damage.
It also allows you to evaluate if their solutions align with your specific needs, industry regulations, and recovery time objectives. This ensures that your business can swiftly resume operations in the event of a disaster.
One popular data backup and disaster recovery strategy is the 3-2-1-1-0 method. It involves maintaining at least three copies of data on two different storage media, with:
- One copy offsite
- One copy offline (sometimes called “air-gapped”)
- Zero errors in recoverability
Regular testing, encryption, and automated solutions should be employed to ensure data integrity and quick recovery. MSPs should also provide continuous monitoring, scalable solutions, and compliance with industry regulations to protect client data effectively.
4. What is your average network uptime performance?
Asking about average network uptime performance provides insight into the ability of an IT MSP to maintain reliable and continuous network operations. This is essential for your business productivity.
An IT MSP should strive for a network uptime of at least 99.9%, which translates to about 8.76 hours of downtime per year. However, many MSPs aim for “five-nines” (99.999%) uptime, allowing only about 5.26 minutes of unplanned downtime annually. The exact uptime may vary based on the specific service level agreement (SLA) as well as your organization’s needs and budget.
A 99.9% uptime indicates an MSP’s proficiency in:
- Proactive monitoring
- Swift issue resolution
- Effective redundancy measures
These metrics directly impact your organization’s operational efficiency, customer satisfaction, and bottom line.
A strong uptime performance suggests the MSP’s commitment to minimizing downtime-related costs and disruptions. Furthermore, it helps you benchmark their service against industry standards and your specific business needs. This ensures that you’re partnering with an MSP capable of meeting your uptime requirements and supporting your business continuity goals.
5. What proactive services do you perform, and how frequently?
Proactive IT maintenance is essential for preventing issues before they escalate into major problems. This minimizes downtime and ensures optimal system performance.
Understanding the specific proactive measures your MSP takes helps you gauge the level of protection and efficiency your IT infrastructure receives. This includes measures such as routine:
- System updates
- Security patches
- Performance optimizations
The frequency of these services indicates how up-to-date and secure your systems remain. This information allows you to assess the value you’re getting from your MSP, ensure alignment with your business needs, and make informed decisions about your IT strategy and investment.
6. How flexible is your service for scaling up or down as our business changes?
Asking your IT MSP about the flexibility of their service for scaling up or down is crucial as your business evolves. This question helps ensure that they can adapt to your changing needs without disrupting operations or incurring unnecessary costs.
A flexible MSP can quickly adjust its services, adding or reducing resources as your business grows or contracts. This allows you to maintain optimal IT support without overcommitting financially.
Scalability is particularly valuable during periods of:
- Rapid growth
- Seasonal fluctuations
- Unexpected market changes
It also demonstrates your MSP’s ability to provide a long-term partnership that can evolve with your business, rather than a rigid service model that may become obsolete or burdensome as your needs change.
7. Can you offer customized solutions based on our specific business needs and growth plans?
Customized IT strategies ensure that your IT MSP’s technology aligns perfectly with your unique objectives and operations, avoiding the limitations of one-size-fits-all approaches. This tailored approach allows you to only pay for services essential to your business, potentially reducing costs while maximizing efficiency.
Furthermore, customized solutions provide the flexibility to scale services up or down as your business evolves, ensuring your IT infrastructure can adapt to changing market trends and growth patterns.
An IT MSP should offer tailored solutions that address each client’s unique needs and challenges. These customized offerings typically include:
- Scalable network infrastructure design
- Bespoke cybersecurity strategies
- Industry-specific compliance solutions
- Customized cloud migration and management plans
- Tailored software integration and development services
By aligning IT services with your specific needs, you can enhance operational efficiency, stay competitive, and support long-term business goals more effectively.
Partnering with Tenhats for Your IT MSP Needs
Partnering with TenHats for your IT MSP needs offers numerous advantages. We provide enterprise-grade IT services with a focus on robust, scalable solutions that work across your entire organization.
Our comprehensive capabilities include:
- Designing and managing modern infrastructure
- Offering 24/7 technical support
- Implementing cost-effective cybersecurity measures
We also excel in cloud environment management and Microsoft 365 integration, as well as own and operate a purpose-built colocation data center to handle your storage needs.
Our team of expert engineers has experience across multiple industries, ensuring they can tackle any IT challenge, regardless of your business size or sector. By partnering with us, you gain access to strategic technology expertise that drives positive business outcomes.
