By Steve Liss, Head of Business Development, Fulton May Solutions
Hiring a new Managed Service Provider (MSP) isn’t something businesses do on a whim. Usually, it comes after frustration—slow support, security concerns, or feeling like your provider just isn’t keeping up with your needs. Sound familiar? If so, it might be time to start looking.
But hiring an MSP is a big decision, and the last thing you want is to switch just to end up with the same problems. Here’s what you need to consider to make the right choice for your business.
Why Businesses Switch MSPs (And Why You Might Need To)
Most businesses leave their MSP for the same reasons:
- Inconsistent or poor service – If you’re dealing with repeated IT issues, slow response times, or band-aid fixes instead of real solutions, that’s a red flag.
- Lack of communication – If your MSP doesn’t understand your business or their advice feels tone-deaf, they’re not the right fit.
- Security risks – Cyber threats are only increasing. If your MSP isn’t prioritizing security, you’re gambling with your business.
- No room to grow – If your MSP can’t scale with your business, it’s only a matter of time before you outgrow them.
- Hidden fees and contract headaches – Surprise charges and unclear SLAs? You deserve better.
Before making a move, ask yourself: Can my current MSP fix these issues? If not, it’s time to explore other options.
How to Prep Before You Start Looking
Before you start vetting MSPs, take a step back and get clear on what you actually need. Here’s where to start:
- Map out your IT needs – Where is your business headed? What IT challenges are holding you back?
- Survey your team – Your employees use the tech every day—ask them about recurring issues and pain points.
- Prioritize security – Security isn’t an upgrade; it’s a must. Don’t settle for an MSP that treats it as an afterthought.
The more clarity you have upfront, the easier it’ll be to find an MSP that aligns with your business goals.
What to Look for in an MSP
A great MSP should do more than just “keep the lights on.” Here’s what separates the best from the rest:
Industry Experience
An MSP that understands your industry can anticipate challenges and recommend solutions tailored to your needs. Do they have experience with businesses like yours? Do they know your compliance requirements?
Security-First Approach
Cybersecurity is non-negotiable. Your MSP should offer:
- 24/7 monitoring and threat detection
- Multi-Factor Authentication (MFA) enforcement
- Backup & disaster recovery with clear response times
- Compliance support for HIPAA, SOC 2, CMMC, and beyond
If security isn’t at the forefront of their offering, keep looking.
Scalability & Growth Support
Your business will evolve—your MSP should too. Look for:
- Similar client success stories – Have they helped other businesses like yours grow?
- A proactive approach – Are they bringing solutions to the table before you even ask?
- Flexible service plans – Can they adapt as your needs change?
A Strong SLA (Service Level Agreement)
Not all SLAs are created equal. A good SLA should include:
- Guaranteed response times (15 minutes for critical issues)
- 24/7 support, including holidays
- 99.9% uptime guarantee with penalties for failure
- Regular IT strategy reviews
Anything vague—like “we respond as soon as possible”—is a red flag.
Avoiding MSP Contract Traps
Some MSP contracts are loaded with fine print that works against you. Watch out for:
- Vague pricing – If onboarding fees or extra services aren’t clearly outlined, expect surprise charges.
- Lack of flexibility – Can you scale up or down as needed? What happens if you want to exit the contract?
- Weak security terms – Ensure cybersecurity and disaster recovery commitments are in writing.
A good contract protects both sides. Don’t sign anything without a clear understanding of what you’re getting.
Making the Transition Smooth
Switching MSPs doesn’t have to be a nightmare. To minimize downtime:
- Document everything – Make sure you have admin access and IT documentation before cutting ties with your old provider.
- Communicate the change – Let employees know what’s happening and what to expect.
- Set a clear transition timeline – Plan for a 30-90 day transition period with support from both providers.
A well-structured onboarding process will make all the difference. Your new MSP should have a clear roadmap for integrating with your business.
Hire an MSP That Works for You
At the end of the day, the right MSP should feel like an extension of your team. They should help you solve problems before they become emergencies, secure your business against threats, and scale with your growth.
Need guidance on selecting the best MSP for your business? Contact us today to discuss your IT strategy and how we can help.
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