20 Questions to Ask When Choosing the Best Managed IT (MSP) [UPDATED]

Editor's note: This post was originally published on October 1, 2021 and has been revised for clarity and comprehensiveness.

Are you putting your IT infrastructure in the hands of someone you can trust? Or will your choice cause regret down the line?

Intelligent Technical Solutions (ITS), an award-winning managed IT service provider (MSP) with over 20 years of helping clients find the right partnership for their business, knows that getting great managed IT is a matter of finding the best MSP.

To help you find the best MSP, we’ve compiled 20 common questions decision-makers usually ask us – which you should ask too. We also invited Mike Rhea, ITS’ Chief Revenue Officer, to share his insight into these questions.

For easier reading, we’ve categorized these questions into three types: 

• Company background questions 
• Pricing questions 
• Service questions

Make these questions part of your routine when choosing an MSP and get the best MSP for your company. 

Company Background Questions 

Company background questions will help you discover if there’re someone you can trust. 

1. How large is your company?   

You need to know how large the MSP you’re talking to is to verify if they’re staffed with enough people to fulfill their promises.     

2. How long has your company been in business?   

MSPs leverage their experience in the field to gain clients. Knowing how long they’ve been in business is a good indicator of this experience.

“It also helps give you confidence that they'll be around long term,” Rhea said. "If they're a brand-new MSP, you don't know how long they're going to last.” 

3. What are your qualifications?   

Just like you wouldn’t hire a team member if they couldn't do the job, don’t hire an MSP that can’t prove their qualifications.

READ: What Are the Qualifications of IT Technicians Working at an MSP? 

4. Do you have client stories and reviews?    

Ask to see case studies or success stories of companies that they’ve helped in the past. If possible, call those companies and verify if they still recommend working with this MSP.  

5. What kinds of services do you specialize in?   

Review what services they provide. Some MSPs might provide specialized services like data analytics but you’ll need to ask about your requirements.

“As an example, network engineering or Apple support aren’t that common. But if those are your needs you want to make sure that the MSP has that expertise in-house. So, knowing what they specialize in is important,” Rhea said. 

6. What are your company’s Core Values?   

Check a company’s Core Values to see if they are compatible with yours – especially if you’re a non-profit. Understanding the alignment between your company cultures is a good starting point for evaluating your possible partnership.    

7. How would you solve this IT problem?    

An MSP’s potential actions about a specific IT issue will reveal a lot about their organization. What are your actual challenges and how will a potential MSP resolve the issue?

Once an MSP gives their solutions, is it in line with what you need? Do their answers give you confidence?

If the answer is yes to these questions, you’re on the right path to a great MSP.  

Pricing Questions  

Some MSPs have a cost page, but most MSPs require a discovery call before giving a quote. This industry practice makes the following questions even more important.  

8. What are the prices of your services?   

A clear cost breakdown for services will help you decide if an MSP’s offer is worth it.  

Is their asking price reasonable when compared to the problems you need to solve? 

“I would pay a dollar for an Advil to get rid of a headache,” Rhea explained, “but I would give my entire life's fortune to get rid of a brain tumor.” 

Based on their price transparency you’ll be able to tell: are they straight-up too expensive? Are they promising the stars for a suspiciously low price? Or does their bid sound right? 

9. How much is your onboarding fee?    

Most MSPs have an onboarding fee that’s separate from the services they charge you for. You need to know how much to budget for and ensure you’re receiving appropriate value for your investment.

READ: What is Onboarding? (5 Facts You Need to Know) 

10. What costs aren’t included in your sample pricing?    

Asking your MSP to lay out all the prices is part of building trust; if they suddenly reveal other expenses down the line – even after you have asked this question – you know price surprises are something you’ll encounter again.