When it comes to Managed Service Providers not all companies are created equally. MSPs can range from mom-and-pop or two-person operations to international companies with hundreds of employees. Size is not the only difference between MSPs, service type and quality differentiate as well. Many MSPs of all sizes do high quality, groundbreaking work to support their clients while others leave much to be desired.
Montra’s employees are veterans in the MSP industry and understand what providing leading-edge support looks like, and what it doesn’t. In this blog post, we outline the 6 warning signs you need a more modern MSP supporting your business and technology.
Warning Signs You Need More Modern MSP Services
1. Operating on a Break/Fix Contract
If you are paying your MSP to come in and fix an issue when something goes wrong, you are not getting the support you need to run your business. Proactive support contracts reduce outages, provide better resolution times, and generally cost less than a Break/Fix model. In some cases, Break/Fix support is unavoidable. However, if that is your only method of interaction with your MSP, it is only a matter of time before you suffer a crippling outage or the invoices become unmanageable.
2. Inability to Guide You through Compliance Regulations
Compliance Guidelines and Regulations are no longer the sole responsibility of the government and financial institutions. Compliance and Security concerns stretch across virtually every industry. From GDPR to HIPAA NYDFS, and PCI DSS, companies and the third-party vendors and service providers they work for are subject to constantly evolving government regulations. If your MSP is not knowledgeable in these areas and how they could affect your business, it is time to look for expertise elsewhere.
3. Lack of Strategic Guidance
One of the benefits of choosing to partner with an MSP is the level of expertise they bring to your specific business needs and technical infrastructure. This technical expertise should apply not just to making sure you can use your systems today. They should also be looking at how your operations can improve, scale, and adapt as your business and technology evolves. One of the fundamental components of a company-MSP relationship should be a Technology Roadmap – an outline of technology decisions that are going to be coming up for your business. This should serve as a reference point for other decisions that are made. Additionally, your MSP should recommend solutions tailored to your needs, not their specific partners and vendors. Make sure you are getting unbiased strategy and recommendations from an MSP that is putting your business first.
4. Lack of Transparency
One of the biggest challenges that has faced the managed IT services industry for years is the inability to show clients exactly what work is being done on their systems. You spend a good amount of money with your MSP partner, and you should be able to see exactly what you are paying for. An MSP that leverages modern approaches will be able to provide you with insights and reports to see exactly what work has been done to protect, secure, and maintain your systems and data.
5. Service Levels are Inconsistent
This happens all the time. Companies go weeks or months without hearing from their MSP. Due to frustration and lack of communication they make several irate calls after which service levels improve. Yet, once some time goes by and everything seems to calm down, service levels drop once again. Inconsistent service levels from an MSP can be a sign of a number of underlying problems. These problems can range from lack of automation to high internal turnover and lack of internal staff to pick up the work. Regardless of the cause of the inconsistency, these service quality roller coasters typically lead to major outages or other issues in the future because service delivery discipline does not exist.
6. You’re Reading This Blog Post
If you are looking online for someone to tell you whether or not you are getting the support you need from your MSP, you probably already have your answer.
Modern relationships between MSPs and their clients are just as complex as the sprawling technologies they support. You could be experiencing any number of issues that may or may not be listed above. However, if you have concerns over the support you are getting it is better to address them before they potentially cause a catastrophic outage or data breech.
Changing MSPs may seem like a daunting task, but it doesn’t have to be. Consider simply reaching out for an assessment so that you have something to compare your current service to before you make a final decision.
This decision may not always be the easiest one, but more often than not it results in much better alignment between your business and technology.
If you would like to discuss having a formal technology assessment done, contact our team today.