If you’re reading this article, you’re probably considering extending your in-house technology team with the expertise of a trusted managed service provider (MSP). Smart move! Nearly 95% of organizations find the execution of technology and security tasks to be challenging. Many organizations are pivoting to MSPs who can provide customizable solutions, from protecting your business against the latest cybersecurity threats to helping you deliver on your business-critical technology goals. Partnering with a reliable MSP can save your team time and money. It can also reduce the burden and stress on your team and provide that elusive “peace of mind”. 

However, we know it’s not easy to find—and trust—a partner with your data and infrastructure. Naturally, you enter this decision with a fair amount of skepticism. Can I trust an outside party? Will they complement our company culture? Will it be cost-prohibitive? In this post, we share five questions you should ask of your potential partner. We hope it helps you make an informed decision with fruitful results.

Question 1: Do they offer the services I need now—and in the future?

It’s easy to identify where you need help right now. Just look at your team’s own to-do list. But what about the products and services you’ll need one year from now? What about the unplanned projects that will inevitably surface six months or two years from now?

When deciding on an MSP, look beyond today. The investments you make to select and onboard an MSP can pay dividends down the road if you pick the right partner and form a trusted and productive long-term relationship. You’ll save time and research in the future by leveraging this established relationship. The best MSPs will be there how you need them—and when you need them. 

Question 2: Do they “get” us?

In the ever-changing landscape of technology leadership, you know this as well as we do: It’s easy to focus on the technology itself, rather than on the people using the technology. It’s important to select an MSP that complements not just your processes but your people. Ask about the size of the team and their experience. Request references, testimonials, or case studies. Inquire about the “soft skills” they’ll bring to your organization and ask about their company culture and mission. What values matter to you, and does the MSP align with them—like affordable costs, always-there support, a dedicated point-person, or environmentally or socially responsible practices.

Another question to ask is about how the MSP will communicate and collaborate with you on projects. Cultural alignment and clear communication will lead to better understanding, values-driven teamwork, and a smooth road ahead. 

Question 3: Are they qualified?

At the end of the day, your MSP must be able to deliver for you. This comes down to their knowledge, qualifications, and experiences. The MSP should be able to answer both broad, high-level inquiries and specific questions about your technology products and services. Ask the MSP how they stay up to date with the constantly evolving technology landscape and what hiring practices and standards they maintain for the representatives who you’ll work closely with.

They should also be able to advise you on the best approach to achieve your technology goals. In other words, they should act as both your technical expert and a strategic advisor. And they should be familiar with your specific industry. While an MSP might “speak your language”, a good test of their qualifications is if they can explain the complexities of what they’re doing—and why they’re doing it—to a non-technical audience, like your leadership team, marketing staff, or other stakeholders. 

Question 4: Is the MSP transparent with its customers?

Transparency is key in an MSP. To help you make the best decisions for your business, the MSP needs to be able to see the whole picture of your technology infrastructure. This view into your organization requires trust. Trust and transparency is important to your customers, which means trust and transparency should also be important to your business and your partners.

Your customers trust your business to keep their personal information safe. You need to trust that your MSP will do the same for you and your data. Remember, an MSP doesn’t just save you time and money, they also safeguard and perpetuate your reputation. 

Question 5: Is this the start of something beautiful? (Can this be a long-lasting relationship, if we want it to be?)

As we mentioned above, the investments you make to partner with the right MSP and form a trusted relationship will pay off down the road. Ask how they plan to work with you over time, on both specific deliverables and for unplanned, as-needed support. Get specific. Ask if they use a ticketing system for requests. Ask what their typical response time is. What if the request is urgent or comes in outside of business hours? How do they triage high-priority issues, like a potential cybersecurity incident?

Relationships are key to a long-term partnership and it takes time to develop trust and comradery with others. Ask the MSP about their employee turnover rate and how frequently you might receive a new account representative. 

We hope these five questions help prepare you to pick the ideal MSP partner this year. Working with an expert is a savvy business move—according to the National Institute of Standards and Technology, by 2025, lack of talent or human failure will be responsible for over half of significant cybersecurity incidents. Get the support you need today and for the future.  

A good place to start is to request an assessment and transparent conversation with your potential partner. At N8 Solutions, we offer a free Network Security Risk Assessment and Audit to make sure your business is ready to take on the latest security threats, productivity, and scalability challenges in 2023. We look forward to your questions!