Is It Time To Find a New Managed Service Provider?


6 Signs It Is Time to Evaluate Your MSP Partnership

Partnering with a managed service provider (MSP) is more than just a one-time transaction. It should be a fruitful and satisfying relationship.

Many MSPs appear the same. They provide monitoring and testing, preventative maintenance, data storage, managing installation and upgrades, help desk services, and other types of guidance. So, what is the difference?

Everything seems fine until the unexpected occurs. The last thing you want is for your business to suffer from the poor service you’re experiencing from your provider: they didn’t answer the help desk phone, you had hours wasted to being offline, and so on.

Whatever the problem, it happens. Making the decision to switch from one provider to another is not easy. During a pandemic, it may seem nearly impossible. Change is difficult. However, sticking with your current provider out of habit or fear could be detrimental to your business.

Although we have made several technological advances, technology is not perfect. Problems will occur, unplanned events will occur. At the end of the day, it’s how your MSP handles the situation that will matter.

Here are six signs that indicate it’s time to find a new managed service provider.

1.    Unplanned Outages

A managed service provider monitors your infrastructure, so they’re in controller-mode the most part. Outages and downtime could cost your organization a lot of money and time.

2.    Unrecovered Data

One of the worst things that could happen is losing data after an incident. It is particularly important that your managed service provider conducts regular, consistent, and successful backup and restore operations, so that, if something does go wrong, you’ll be able to recover that priceless data.

3.    Poor Communication

Something went wrong and you can’t get in touch with your MSP. It’s been hours and still no contact. That’s a big no. Your MSP should be on the ball and ready to react. Whether it’s answering the phone or following up right away, there is no excuse for poor communication.

4.    Guidance or Selling?

When you speak with your managed service provider, do you feel they have your business’s best interest in mind? Are they guiding you to help make proactive and good IT decisions for your specific business, or are they pitching the latest and greatest that just so happens to cost you more?

Too often, you confuse basic account management services and strategic guidance. Both are needed. However, they are not the same.

5.    Buyer’s Remorse

Are you feeling regretful or dissatisfied? Do you feel like you are overpaying for your IT services or not getting the best value for your money? Are you seeing a competitor whose IT is managed better? Are you receiving the services promised?

Buyer’s remorse is real. If you’re feeling this way, chances are it’s time to make a change.

6.    Reactive, Not Proactive

Do you only hear from your MSP when something has gone horribly wrong? Or maybe just when the invoice is due to be paid? If so, it’s time to consider a switch.

An excellent managed service provider will be proactive, rather than reactive. This means they’re communicating and taking steps with you to help you improve your business and IT services instead of just showing up when the system has crashed, or your infrastructure has been compromised.

Your Next Steps

Change is hard. There’s no doubt about this. If you and your business identify with some of or all the points above, talk with your MSP about your concerns. If you remain dissatisfied, it is time to make a change. Contact TotalTek today, and discover the difference our services and reputation as an MSP make to our clients.