4 Signs You May Have Outgrown Your Current MSP

As your business grows, so should your relationship with your Managed Services Provider. Adding new users, new core capabilities, new infrastructure – that all comes with a new set of opportunities for your IT provider to add value and increase your business’s productivity. If you feel like they see these opportunities as challenges, it’s possible you have outgrown your current MSP. Below are four reasons your MSP may no longer be a good fit for your company.

1. Your MSP isn’t charging enough to really provide adequate cybersecurity in their managed services program.

This may seem a little counterintuitive, but hear us out. Getting the proper cybersecurity infrastructure in place, and hiring dedicated security experts, is not cheap. If you are paying less than $150 per user on your current MSP’s plan, you may be getting good service but are likely experiencing security gaps that shouldn’t be ignored. For example, some of the most expensive security resources are a well-configured SIEM and specialized cybersecurity engineers. These are essential – but often too costly for your average IT company. Any security gap, such as lack of password policy or proper data backups, may soon make you ineligible for cybersecurity insurance, which would have devastating consequences in the event of a breach. So don’t let the cost of a good MSP alarm you, because a defense-in-depth security approach will save you money and heartache in the long run.

How do you know if your MSP is providing the level of security you need?

Your MSP should be having conversations with you on a regular basis about how to improve your business’s security posture. You should be discussing everything from multi-factor authentication, to employee cybersecurity awareness training, and more. If you are not having regularly scheduled meetings about security standards and how to meet industry compliance regulations, it might be time to think about switching to a security-first provider.

2. Your MSP isn’t responsive enough.

A lack of communication is an obvious drawback, but it can signal larger issues. The most common explanation is your MSP is understaffed, or maybe they’re fully staffed but they don’t have discipline around their proactive processes which would enable them “get ahead” of your organization’s tickets, and be able to respond in a more timely fashion.

As you know, an insufficient response also means some of your business’s important issues are falling through the cracks. It could be due to the sheer number of tickets your organization puts in, or it could be a sign your IT provider lacks the subject matter expertise to provide root-cause analysis necessary to solve the big picture issues.

Why are some MSPs more responsive than others?

A responsive MSP has the capacity for clear and consistent communication because they have discipline around their processes, a depth of expertise on the team, and dedicated team members helping to reduce IT issues. What allows an MSP to operate this way is simple in theory: reduce the number of problem areas in the IT environment so that fewer tickets need to be opened in the first place, freeing up more time for both you and your MSP to focus on more important issues. That proactive planning, however, is where many IT providers struggle to allocate resources.

3. Your MSP isn’t holding proactive IT strategy meetings with you.

Responsiveness is important, but as you probably know, you need an IT provider that is just as proactive as they are responsive. Having regularly scheduled strategy meetings should give you a forward-looking perspective on what improvements you need to make and how much you should expect to spend. If your MSP isn’t having these conversations with you, they probably do not have team members with both the business acumen and engineering experience needed to help you plan for technology upgrades.

How do proactive IT strategy sessions empower you to continue growing?

In the words of Ashlee Boyd, a Sys Admin at an insurance agency, a successful partnership with a proactive IT provider means “being able to predict IT spending needs and deliver reliable IT infrastructure. The proactive part of their services offering really does make a big difference in the reduction of IT support issues.”

4. Your billing isn’t predictable month-to-month.

If you don’t know what to expect when opening your MSP’s invoice, that’s a red flag your provider is not structured to meet your needs. Some providers claim to not be break-fix, when in reality they’ve just camouflaged their break-fix model into a more appealing package. Signs of a disguised break-fix model include variable charges each month for onsite visits and after-hours support. As you may have encountered, in this situation your provider is not incentivized to prevent problems – rather, they get paid more the more trouble you have. This works for some companies, but there usually comes a point where a business feels they have outgrown the temporary band-aid fixes and want permanent, money-saving solutions.

How does an MSP ensure predictable IT costs?

With a true strategic managed services partner, you can expect to pay a consistent monthly amount that only changes as your user count changes or as you approve infrastructure upgrades. This is the ideal model for businesses who are growth-oriented and looking for a partner who can create a strong and stable IT environment without hidden or unexpected costs.