7 Questions to ask a potential managed IT service provider

Today, there is a larger market and wider choices for everyone to choose from. With so many options available to you, it is easy to get confused and end up with the wrong service provider. To figure out which IT service provider is most suitable for your organisation, you need to do thorough research and ask direct questions to them. Think of it like a job interview, you would not hire someone to work for you unless you are completely convinced with their skills and experience, right? This is bigger than that. While engaging with an IT service provider, you would be sharing most of all your sensitive data with them which would be a traumatic hassle if left in the hands of an incompetent provider. An IT service provider can make or break your business in minutes. But bear in mind that choosing the wrong provider could be worse than having no provider at all. To make the right decision about a managed service provider (MSP), there are dozens of questions you’ll need to ask.

To gain confidence in your potential service provider there are certain factors or questions that should be cleared out beforehand. To get the best shot at success, these are the few questions you may consult.

• 1. Is there a service-level agreement?

Service level agreement (SLA) is a vital aspect of the partnership. Basically, it is a contract between the service provider and the customer, specifying the certain amount and standard of services to be offered. The managed service provider should offer access to the documentation in the contract describing the impact levels including –

(a.) The mean time to respond to each impact.

(b.) The mean time to remediate the impact.

This Agreement Draws The Framework For The Customer’s Expectations That Have Been Contractually Agreed Upon Like The Expected Availability And Response Time.

• 2. How often can the contract be renewed?

MSP needs to be seen as the beginning of a long-lasting relationship and not as a short-term solution. Most MSPs offer one-year to three-year terms. Initially, it may seem like a good idea to get a year-long contract instead of the long-term one but that may cause you to pay a higher price. 3/4th of the MSPs renew their contracts automatically. Although the renewal terms are negotiable, make yourself a calendar reminder six months prior to the expiration to give yourself plenty of time for the transition if needed. You can negotiate the renewal terms and it is convenient to make changes in the contract, but the adjustments may influence the cost.

• 3. What security measures do they use?

Outsourcing anything comes with a concern of security. In some cases, putting faith in an unsuitable provider may be the root of hefty fines for failure. Involving an MSP in your infrastructure means sharing access to your data, hardware and almost all the cardinal aspects of your business which makes security your greatest strength. MSPs primarily monitor and support your system while ensuring your data is safe. Thus, it is crucial to understand the security measures your provider would be implying in case of any breach to protect your data.

• 4. How flexible is their service model?

MSPs offer a full suite of services, other than what you need. For which, it is suitable to opt for an open model that allows you to pick and choose your desired services. With the contract, you should be able to increase, decrease or cancel your contract at any point in time as per your convenience. The managed services provider should be quick to adapt to your diverse infrastructure and provide a more reliable network along with increasing the productivity of your staff. Therefore, it is important to determine your service provider’s flexibility before finalising the contract.

• 5. If they offer dedicated support?

To stay ahead of the game, you need to be able to stay in it. You may face trouble in your operations at any given point of the time be it day or night or even a holiday and you need to be prepared for any kind of mishappening. To keep your business up and running, you need your service provider to be always proactive and percipient. To ensure seamless operational services, focus on searching for a service provider who offers a dedicated support team. Therefore, it is crucial for your business to have a managed service provider that supports your systems 24/7 and is only a call away.

• 6. What’s the provider’s performance history?

Engaging your business with a managed service provider means entrusting and putting your faith in them with your sensitive data. It is easy to say to do something but not abide by that which is why it is essential to examine and do thorough research on your service provider’s track record. You would want your provider to be proficient in their expertise to assist you efficiently with the standard scope of work. So, before binding the contract with any service provider make sure you have enough stable proof of their work to hand over your sensitive data to them.

• 7. What is their price model?

At present, there are numerous MSPs in the market providing the same services at standard pricing ye there are several aspects that make a difference in the selection to find your suitable service provider, you need to ensure that the price list aligns well with your business requirements. To make sure that you are agreeing to good service and not pouring your money down the drain. You must ensure that your service provider offers customizable pricing. Finding a service provider offering customizable pricing to your systems individually is like securing a gold mine.

At this point, you are aware of all the necessary questions while engaging with an IT-managed service provider. Now, you are a step closer already. Still having trouble? Well, look no further. ThoughtSol has answers and solutions to all your unique business needs.