Organizations make a consequential decision when choosing a managed service provider (MSP). The choice will have a substantial impact on many aspects of a company’s IT environment, including its ability to meet its business objectives. Companies that select an inferior provider or one that does not meet their needs could be making a costly mistake.
Fortunately, there are ways to evaluate an MSP before committing to its services. An organization should have a well-defined business case for engaging a third-party provider. By carefully assessing its options and how they align with its business goals, a company can make an informed selection when partnering with an MSP.
Decision-makers must consider multiple key factors and answer the following questions when selecting their MSP.
What Services Does the MSP Offer?
Companies should select an MSP that provides the specific services they require. The primary reason for developing a business case before engaging an MSP is to enable the organization to understand the services it needs to achieve its business objectives. Ideally, the MSP will offer customizable service packages that easily scale as a business grows.
The following examples illustrate some of the most common motivations for working with an MSP.
- IT infrastructure management – The company may want to shift the responsibility of managing its IT infrastructure to an experienced MSP. Organizations can leverage third-party infrastructure management to focus on core business activities and become more competitive in their market.
- Improving security – Many organizations struggle to implement the robust cybersecurity measures necessary to protect their environment from sophisticated threat actors. An experienced MSP can evaluate the IT infrastructure and offer insights and suggestions on strengthening cyber defenses.
- Managing cloud services – Companies may need assistance managing their cloud services, especially if they have recently migrated from an on-premises data center. An MSP can be instrumental in optimizing cloud investments and utilizing services effectively to address business requirements.
- Infrastructure monitoring and maintenance – The prospective customer may want an MSP to handle monitoring and maintenance to ensure optimal performance and identify any anomalous activity. The MSP can assume responsibility for updating systems and installing security patches to address known vulnerabilities.
- Backup and disaster recovery – Companies must protect their environment and valuable data resources with an effective backup solution. They must also implement a tested disaster recovery plan to support business continuity in the event of a cyber event. Organizations should choose an MSP that offers these services tailored to their specific needs.
Does the MSP Have the Necessary Industry Experience?
Companies should give preference to MSPs with experience working with other customers in their industry or market sector. An MSP with knowledge of the customer’s industry will understand the unique needs of the business. For example, an organization subject to HIPAA or GDPR data security and privacy standards will benefit from an MSP familiar with the measures required to support compliance.
Customers are seeking an MSP to enhance their technical capabilities. Decision-makers must ensure that the selected MSP has an experienced technical staff with relevant certifications to support their IT environment. For instance, companies heavily invested in Microsoft products should look for a provider with a strong staff trained on the intricacies of the platform. Industry and platform experience minimizes the risks of working with a given MSP.
What Types of SLAs Does the MSP Offer?
Service level agreements (SLAs) are contracts between the customer and provider that define the MSP’s responsibilities. Failure to adhere to the terms of an SLA typically results in financial penalties or may allow the customer to modify the contract’s terms. Common support characteristics that are protected by SLAs include:
- Response times to ensure prompt action to address customer issues;
- Uptime guarantees to ensure system availability;
- Resolution timelines to minimize downtime.
Are the Services Scalable and Flexible?
Customers should look for an MSP that can grow with their business. The MSP must be capable of supporting more users and sites without costly migrations to a new platform. Some providers may include provisions to modify the service plan to align with changes in the customer’s business requirements.
Does the MSP Have a Good Reputation?
The selected MSP must have a good reputation throughout the industry, backed by customer testimonials and case studies. Companies should look for providers with a proven track record of assisting customers with similar requirements. Organizations may request client references from the provider and should conduct online research before committing to an MSP. Providers build trust by demonstrating successful engagements.
What Technologies and Partnerships Does the MSP Leverage?
Companies should seek MSPs that leverage advanced and cutting-edge technologies that promote competitiveness and support their business vision. Teams should investigate the specific tools and vendors the MSP supports. Strategic partnerships with industry leaders give an MSP an edge in utilizing their technologies effectively to address your requirements.
Does the MSP Offer Excellent Customer Support?
Customer support is essential when working with an MSP. Customers should be assured that their queries will be addressed promptly and effectively by the MSP’s support team. Specific support capabilities include 24/7 availability of qualified personnel and a dedicated account manager or point of contact to minimize confusion and streamline problem resolution.
What are the Costs and Value of the Services?
Decision-makers need to consider the total cost of ownership when engaging an MSP, rather than focusing solely on the lowest initial price. Factors to investigate include flat-rate versus usage pricing and ensuring there are no hidden fees. You don’t want to trust your business to bargain brands that often end up costing more in the long run and don’t provide the expected value.
VAST Fits the Bill
Selecting the right MSP means identifying a trusted partner that understands your business goals and has the technical expertise and industry knowledge to address your requirements. VAST checks all the boxes with dedicated and experienced professionals who are invested in your company’s success. Our strategic partnerships with industry leaders enable us to recommend and assist you in implementing the right solution for your business.
VAST has your back, whether you simply need a cloud backup solution to protect your data or are looking for a partner to manage your entire cloud environment. Contact our team today and learn how a trusted partner can elevate your IT infrastructure and, by extension, your business.
