Selecting the wrong Managed Services Provider (MSP) isn’t just an inconvenience—it’s a financial and operational risk. Every minute of IT downtime costs businesses an average of $9,000, draining revenue, stalling productivity, and eroding customer trust. Without proactive IT management, small IT issues snowball into major disruptions, security gaps widen, and compliance failures become costly setbacks.
With cyber threats evolving and business demands increasing, choosing an MSP isn’t just about IT support—it’s about ensuring your business runs efficiently, securely, and without costly interruptions.
| As Robert Shoemaker, President and CEO of Professional Computer Associates, says, “A reliable MSP does more than fix IT issues—it prevents them, safeguards your operations, and helps drive long-term growth.” |
This guide provides a managed IT services checklist to help you evaluate potential providers, avoid common pitfalls, and make a decision that protects your business. Whether you’re looking for stronger security, better scalability, or faster support, this checklist ensures you choose an MSP that meets your exact needs.
Managed IT Services Questionnaire: What to Look for in a Provider
Not all MSPs offer the same level of service. Some focus on basic IT support, while others provide full-scale cybersecurity, cloud solutions, and strategic IT planning. Before signing any contracts, ensure your MSP meets the following key selection criteria:
1. Industry Experience & Business Understanding
Your MSP should do more than just manage IT—they should understand your industry, business challenges, and compliance needs.
Key questions to ask:
- Do you have experience working with companies in my industry?
- Can you provide references or case studies from businesses like mine?
- How do you stay updated on industry-specific IT trends and regulations?
Why it matters:
An MSP familiar with your industry will anticipate common IT challenges, ensure compliance with regulations, and recommend the right technology solutions.
2. Proactive Security & Compliance Measures
With cyber threats evolving daily, selecting an MSP with strong security measures isn’t optional—it’s essential. Knowing that 60% of small companies hit by a cyberattack go out of business within six months, it’s clear that cybersecurity must be a top priority when choosing a provider.
Key security features to look for:
- 24/7 cybersecurity monitoring & threat detection
- Zero Trust security framework
- Multi-factor authentication (MFA) & data encryption
- Regular security patching & vulnerability assessments
Key questions to ask a managed services provider:
- How do you protect against ransomware, phishing, and insider threats?
- What compliance standards do you follow (HIPAA, PCI-DSS, SOC 2, etc.)?
- How do you handle security incidents and disaster recovery?
Why it matters:
A weak security posture leaves your business open to breaches, data loss, and compliance fines. Ensure your MSP has proven security protocols in place.
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3. Fast & Reliable IT Support
When IT issues arise, delays in response mean lost productivity and revenue.
What to look for in IT support:
- Guaranteed response time (SLA) for critical issues
- 24/7 remote and onsite support availability
- Live helpdesk with real technicians (not just chatbots)
Qualifying questions when selecting an MSP:
- What is your guaranteed response time for critical IT issues?
- Do you provide 24/7 support, or only during business hours?
- How do you handle after-hours emergencies?
Why it matters:
A provider with slow response times can leave your team stranded, disrupting operations and costing you money. An MSP with fast, reliable support minimizes downtime and keeps your business running smoothly.
4. Service Level Agreements (SLAs) & Performance Guarantees
An MSP should be accountable for the quality of service they promise. SLAs define expectations for uptime, response times, and service reliability.
Key SLA terms to review:
- Response time guarantees for various IT issues
- Uptime guarantee (should be 99.9% or higher)
- Penalties if the MSP fails to meet service commitments
Managed services questions to ask:
- Can I see a sample of your Service Level Agreement?
- What happens if your team fails to meet the SLA terms?
- How do you measure and report IT performance metrics?
Why it matters:
Without an SLA, there’s no accountability—you might end up paying for slow, unreliable service.
5. Scalability & Future-Proofing Your IT
Your MSP should scale with your business, not hold you back.
Key scalability factors to consider:
- Cloud and hybrid IT solutions for flexibility
- Support for multi-location businesses and remote workforces
- Scalable service plans that grow with your needs
Essential questions to ask an MSP:
- Can you accommodate business growth or seasonal fluctuations?
- What cloud solutions do you offer?
- How do you handle IT infrastructure changes?
Why it matters:
Choosing an MSP with rigid, outdated solutions will limit your ability to grow and adapt to new technology trends.
6. Transparent Pricing & Contract Flexibility
Hidden fees and long-term contracts that lock you in can be costly mistakes. A reliable MSP should offer clear, upfront pricing with flexible contract options that align with your business needs.
Key pricing factors to clarify:
- Transparent pricing models (flat-rate vs. per-user fees)
- No hidden costs for additional services
- Flexible contracts (monthly or annual options)
Evaluating an MSP: Key questions to consider:
- Do you charge extra fees for after-hours support or onsite visits?
- Are there penalties for early contract termination?
- What’s included in your standard pricing package?
Why It Matters:
If pricing isn’t transparent, you may end up with surprise charges for services you thought were included.
Quick Comparison Table: How to Choose a Managed IT Provider
| Category | Key Considerations | Questions to Ask |
| Industry Experience | Industry-specific expertise, case studies | Do you have experience in my industry? |
| Security & Compliance | 24/7 monitoring, compliance adherence | How do you protect against ransomware? |
| IT Support | 24/7 support, guaranteed response times | What is your average issue resolution time? |
| SLAs & Accountability | Clear uptime and service guarantees | Can I see a sample SLA? |
| Scalability | Cloud solutions, multi-location support | Can your services grow with my business? |
| Pricing & Contracts | Transparent pricing, flexible terms | Are there hidden fees? |
Final Red Flags Recap: Signs of a Bad MSP
Before signing with an MSP, watch out for these warning signs that could lead to poor service, security risks, and unexpected costs:
🚩 No clear SLAs – If an MSP doesn’t guarantee response times or service quality, expect unreliable support.
🚩 Slow or unresponsive support – Long wait times for issue resolution can disrupt operations and hurt productivity.
🚩 Hidden fees or vague pricing – Unclear contracts often lead to unexpected charges for services you assumed were included.
🚩 Lack of cybersecurity expertise – Weak security measures put your business at risk of data breaches and compliance violations.
🚩 No scalability or outdated technology – If an MSP can’t support your future growth, you’ll outgrow their services quickly.
Pro tip: If an MSP avoids answering detailed questions or hesitates to provide transparent SLAs, consider it a major red flag and explore other options.
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Choosing an MSP That Supports Your Growth
Selecting an MSP isn’t just about outsourcing IT—it’s about ensuring your business has the security, reliability, and scalability needed to thrive. The right provider does more than just keep systems running; they proactively protect your data, minimize downtime, and align technology with your business goals.
By using this managed IT services checklist, you can confidently assess providers, avoid costly mistakes, and choose an MSP that delivers real value. Professional Computer Associates meets all the key criteria for a reliable and effective MSP, offering secure, scalable IT solutions designed to support your business’s long-term success.
Contact us today to learn how our team can help strengthen your IT strategy and keep your business running smoothly.
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