What to Ask Before Switching MSPs
A comprehensive checklist for vetting potential IT providers
Don't make the same mistake twice. Use this checklist when interviewing potential MSPs to ensure you understand exactly what you're getting, what it costs, and whether they're truly the right fit for your business. Take notes during conversations, and don't hesitate to ask follow-up questions if answers are vague or incomplete.
1. Service level agreements & response times
What are your guaranteed response times for different priority levels?
How do you define 'critical', 'high', 'medium', and 'low' priority issues?
What happens if you miss a service level agreement deadline?
Do you provide 24/7 support, and what does that actually include?
What are your typical resolution timeframes for common issues?
How do you handle after-hours emergencies?
2. Security & compliance
What security certifications does your company hold?
How often do you perform security assessments and penetration testing?
What is your process for applying security patches and updates?
Can you help us meet our specific compliance requirements (e.g., HIPAA, PCI-DSS)?
What backup solutions do you provide, and how often are backups tested?
Do you have a documented disaster recovery plan, and can we review it?
What security awareness training do you provide for our staff?
How do you handle data encryption for data at rest and in transit?
3. Communication & transparency
Will we have a dedicated account manager or point of contact?
How often will you provide proactive status updates and reports?
What information is included in your monthly or quarterly reports?
How do you communicate about planned maintenance and potential downtime?
What is your process for escalating unresolved issues?
Can we schedule regular business review meetings?
How accessible is your management team if we have concerns?
4. Technical capabilities & strategy
What is your experience with businesses in our industry?
How do you stay current with emerging technologies and threats?
What is your approach to infrastructure planning and upgrades?
Do you provide proactive technology recommendations beyond reactive support?
What monitoring tools and systems do you use?
How do you handle vendor relationships and licensing on our behalf?
What happens if our needs outgrow your current capabilities?
5. Pricing & contract terms
What is included in your base monthly fee, and what costs extra?
Are there any setup fees, onboarding costs, or equipment charges?
How do you handle billing for projects outside the standard agreement?
What is the minimum contract term, and what are the cancellation terms?
Are price increases capped or tied to any specific index?
What happens to our data and access if we decide to leave?
Do you charge for user growth, and how is that calculated?
Are software licenses and subscriptions included in your fee?
6. Onboarding & transition
What is your typical onboarding timeline and process?
How will you document our current environment and systems?
Who will manage the transition from our current provider?
What potential disruptions should we expect during the switch?
Will you help retrieve data and documentation from our current MSP?
What training will you provide for our staff during onboarding?
How soon after onboarding can we expect full support coverage?
7. References & track record
Can you provide references from clients similar to our business?
What is your average client retention rate?
Can we speak with both current clients and former clients?
Have you ever had clients return after leaving? Why?
What is the most common reason clients choose to work with you?
Can you share case studies relevant to our industry or situation?
Red flags to watch for
- Vague or evasive answers. If they can't give you clear answers to basic questions, that's a warning sign.
- No references or reluctance to provide them. Established MSPs should be happy to connect you with satisfied clients.
- Pressure to sign immediately. Quality providers understand you need time to evaluate your options.
- Long-term contracts with steep exit penalties. Confidence in their service means reasonable terms.
- Everything costs extra. Base fees should include core services, not nickel-and-dime you for basics.
- No documentation or unclear processes. Professional MSPs have documented procedures and clear workflows.
- Dismissive of your current concerns. They should take your frustrations seriously, not minimize them.
After using this checklist
Compare responses side-by-side. Create a simple comparison chart of how different MSPs answered key questions, especially around pricing, response times, and contract terms.
Trust your gut. Beyond the answers, how did the conversation feel? Were they listening to your needs, or just pushing their standard package?
Check references thoroughly. Don't just accept references. Actually call them and ask specific questions about their experience.
Get everything in writing. Verbal promises are meaningless. Make sure commitments about response times, services included, and pricing are documented in the contract.
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