Working with a managed services provider (MSP) can reduce IT downtime, improve cybersecurity, and help you control IT costs. However, those benefits will only appear if you’re working with the right provider. Building a clear list of questions to ask an MSP helps you avoid the risk of choosing the wrong provider, but you need to determine what those questions are.
| “Don’t assume that any MSP is your perfect fit just because they work well with another company. While there is value in reading case studies, you need to understand your specific needs to help yourself find the right IT partner.” – John Garner, CEO, iMedia Technology |
For example, some MSPs offer regular penetration testing in their standard service package. For a larger business with compliance obligations or a complex network, this may be necessary and valuable.
For a smaller company with limited infrastructure and no regulatory requirements, it can drive up costs without providing any meaningful benefit. Just because a service looks impressive on paper doesn’t mean it will help your business.
The rest of this article will explore how you can narrow down your IT service needs to ensure you get the best services for the right price. We will explore what to think about and how to align your business goals with your MSP qualifying questions.
How to Define Your Managed Services Selection Criteria
1. Outline Your Business Goals
Think about what your company wants to achieve in the next 1–3 years. Then, consider how IT can support those goals through tools, support, or system upgrades. This consideration shifts your focus to finding an MSP who can support long-term needs instead of just fixing current issues.
2. List Your Current Frustrations
Document the IT problems that slow down your team or disrupt your operations. These could include frequent outages, delayed support responses, unreliable backups, or outdated systems. Identifying these recurring issues helps you focus your MSP search on providers that can address the areas where you need help the most.
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3. Assess Your Risk Tolerance
Evaluate how much downtime, data loss, or service interruption your business could tolerate before it affects operations or revenue. Consider how often disruptions happen now and how long recovery usually takes. This step helps you set realistic expectations for specific services like incident response, data backups, and monitoring.
4. Determine Your Budget
Look at your IT budget and break down what portion could reasonably go toward managed services. Consider whether this budget includes support, security tools, cloud costs, or consulting. Having a clear price range in mind lets you compare proposals more easily.
5. Evaluate What You Already Use
Make a list of your current software platforms, cloud services, licenses, and hardware systems. Note which vendors you rely on and whether those tools are working well. This helps you find MSPs who are already experienced with your IT systems or ones who can help you move to systems that will work better for how your business operates.
6. Consider The Future
Think about how often your business changes, such as hiring new staff, adding new technology, or opening new locations. Decide if you need an MSP that can adjust as your business grows or one that sticks to a fixed set of services. Knowing this now helps you avoid problems when your needs change later.
Please note that even if you aren’t anticipating business changes, your MSP must still be able to adapt to technological changes. Outdated IT systems present performance and cybersecurity risks, and as CloudSecureTech notes, organizations with limited technology scalability earn 8% to 28% less in revenue.
Technical Questions to Qualify an MSP Before You Call Them
Experience With Similar Business Environments
Ask yourself if any potential MSP has worked with businesses your size, in your industry, or with similar tools. MSPs with relevant experience are more likely to understand your daily challenges and technical priorities. This helps reduce onboarding time and lowers the risk of service gaps.
How They Handle System Monitoring
Think about how much visibility and real-time insight you want into your systems. If the MSP relies heavily on manual checks or slow alerting processes, that could cause delays in fixing problems. An MSP with an automated, 24/7 monitoring setup with clear alerting standards is more likely to catch and respond to potential issues early.
How Often They Perform Backups & Tests
Consider how often your data should be backed up and whether the provider runs disaster recovery tests. Some MSPs back up your data once a week, while others do it more frequently, but frequency alone isn’t enough if recovery is untested. You want a provider that treats backups as a routine and tests each backup to verify that it will provide the business continuity you need.
Here is a rough guide of what schedule to look for based on your risk tolerance.
| Risk Tolerance | Backup Frequency | Recovery Testing Frequency |
| Low | Every 1–4 hours (incremental) | Monthly or after major system changes |
| Moderate | Daily | Quarterly |
| High | Weekly | Annually or as needed |
Response Times for Critical Issues
Decide how quickly you need help if something goes wrong. Some providers offer faster response times for urgent problems, while others treat all tickets the same. Knowing this helps you decide if a provider’s support model fits your business risk tolerance.
Customization
Ask whether the MSP allows you to tailor services or only offers fixed packages. If your business has unique needs or prefers to keep some things in-house, rigid plans might not work well. Providers that allow customization will be easier to work with if your needs often change.
Security Standards They Follow
Explore if the MSP brings up how they protect both your systems and their own. If they avoid the topic, that’s a red flag. If a vendor gets hacked, your data can be exposed too. In fact, 61% of organizations say they’ve been affected by a breach through a third party.
How They Stay Current With Technology
Think about whether the MSP keeps up with modern tools and best practices or seems stuck on outdated methods. Look for signs they invest in training, tool upgrades, or process improvement. A provider that keeps evolving is more likely to offer value as your business grows.
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Questions to Ask During MSP Discovery Calls Based on Your Defined Criteria
1. Can you walk me through how you’d support a business like mine?
Ask for a high-level example of what working with your company would look like from their perspective. Pay attention to whether they understand your business model, industry expectations, or challenges without you having to explain everything. A thoughtful answer shows they’ve done their homework and are listening to you.
2. How do you collaborate with internal IT staff or existing vendors?
If you already have internal IT support, ask the provider how they work alongside those teams. You want a partner that complements your setup instead of creating friction. Since 86% of employees and executives say most workplace failures stem from poor collaboration, it’s important to choose someone who can integrate with your team well.
3. How do you help clients plan ahead for new IT needs?
Ask how they handle planning for upgrades, budget cycles, or evolving technology needs. Listen for whether they mention strategic reviews, regular planning sessions, or proactive recommendations. This gives you insight into whether they offer more than just reactive support.
4. How often will I hear from you if there’s no issue?
Ask how often they check in with clients when things are running smoothly. You want to know if they offer regular updates or reviews, or if you’ll only hear from them when something breaks. Consistent communication is key to staying aligned and avoiding surprises.
5. Who will I talk to if I have a question or concern?
Ask who your main point of contact will be and how accessible they are. Pay attention to whether they describe a dedicated contact, a rotating pool of techs, or a ticket-only system. This helps you anticipate what your day-to-day experience working with them will be like.
6. What types of businesses aren’t a good fit for you?
Ask if there are clients or scenarios they tend to avoid. Honest answers here are helpful. They show the MSP knows their strengths and won’t try to force a relationship that won’t work. You’ll get a clearer sense of whether their services match what you’re actually looking for.
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Start Your MSP Search With iMedia Technology
Creating a clear plan makes it easier to avoid wasted time, confusing proposals, and services you don’t need. Once you know your business requirements, you can focus on finding a provider who understands how to support it.
iMedia Technology helps small and mid-sized businesses get practical, right-sized IT support. We provide help with Microsoft 365, remote access, cybersecurity, and cloud systems, without forcing you into one-size-fits-all packages.
If you’re ready to move forward, we’re ready to help.
