What to look for when choosing an MSP

IT doesn't manage itself. And as the director or office manager of an SME without its own IT department, you don't want to spend your days on it either. That's why more and more organisations are outsourcing their IT to an MSP. But how do you choose one that really fits? In this guide we first explain what an MSP is, and then we go through the criteria you should look for. Including the questions you can simply ask during an introductory meeting.

What exactly is an MSP?

MSP stands for Managed Service Provider. Put simply, it's a company that manages your IT for a fixed monthly fee. No more one-off jobs that you buy in piece by piece, but a partner that is responsible for the whole picture: your workstations, servers, network, email, backups and security.

The difference from a classic IT supplier lies in the approach. A traditional supplier shows up when something breaks and then sends an invoice. An MSP keeps a constant eye on your systems and prefers to fix problems before you even notice them. You're not paying to put out fires, you're paying for peace of mind.

Sounds good. But the quality varies enormously from one provider to the next. So below are the points you really need to pay attention to.

The most important criteria when choosing an MSP

1. Response times and clear agreements (SLA)

When your system goes down, your entire business grinds to a halt. That's not the moment you want to wait until someone gets round to it "sometime soon". A good MSP sets out clear agreements in an SLA (Service Level Agreement): how quickly do they respond, and how quickly do they resolve the issue?

Watch the difference between response time and resolution time. "Response within 15 minutes" sounds great, but means little if the fix then takes days.

Question to ask: "What are your guaranteed response and resolution times, and what happens if you don't meet them?"

2. A fixed point of contact or a rotating helpdesk

Nothing is more frustrating than having to explain your story all over again to an unfamiliar voice every time. With some MSPs you call an anonymous helpdesk where you get someone different each time.

With a partner that has a dedicated team, the engineer already knows your situation. They know how your network is set up and which outdated program you're still working with. That saves time and frustration. That's why we work with one dedicated team for our clients, so you always speak to someone who knows your situation.

Question to ask: "Do I get a fixed point of contact or a rotating helpdesk?"

3. Proactive management or putting out fires

This may well be the most important distinction. A good MSP doesn't wait until something goes wrong. Updates are carried out on time, drives that are filling up are flagged, and security risks are tackled before they cause problems.

Reactive management feels cheaper, but in the end costs you more in disruptions and downtime. Proactive management stops it from getting that far.

Question to ask: "How do you keep an eye on my systems, and what do you do without me having to ask?"

4. Security included as standard

Cybercrime stopped being something that only affects large companies long ago. SMEs in particular are a popular target, precisely because their security is often less well organised. Security shouldn't be an optional extra, but a fixed part of the management.

Think of things like multi-factor authentication, solid backups, monitoring and protection against phishing and ransomware. Ask thoroughly whether this is included as standard or billed separately.

Question to ask: "Which security measures are included in your service as standard, and what falls outside it?"

5. Transparent pricing

This is where there's a big difference between providers. With "pay by the hour" you never know in advance what it will cost you and, worse still, solving problems becomes a revenue model for the supplier. The more disruptions, the higher the invoice.

With a fixed rate per month or per workstation, you know exactly where you stand. And the MSP's interest then aligns with yours: as few disruptions as possible. We work with one fixed rate, precisely because that's fair and predictable. On our pricing page you can read exactly how it works.

Question to ask: "Do you work with a fixed fee or charge by the hour, and what's all included in that fee?"

6. Certifications and partnerships

Do you work with Microsoft 365, Teams and SharePoint? Then it's reassuring if your MSP demonstrably knows its way around them. Microsoft Partner status shows that a provider has the in-house knowledge and certifications to manage that environment properly.

Certifications are no guarantee of good service, but they do indicate that the basic knowledge is in order.

Question to ask: "Which certifications and partnerships do you have?"

7. Can the MSP grow with you?

Maybe you have 25 employees now, but you expect to double in two years. Or you're opening a second location. A good MSP grows with you effortlessly, without you having to go through a whole new process every time.

Question to ask: "How easily do you scale up or down as my business changes?"

8. Local presence

A lot can be done remotely these days. But sometimes it's simply nice if someone can drop by, or if your partner knows the region and is easy to reach. An MSP nearby is often more involved and quicker to arrive on site.

We're based in Breukelen and serve SMEs in the Utrecht region. Personal and close by, because that simply works more pleasantly.

Question to ask: "How quickly can you be at my door when needed?"

9. Honest advice instead of sales

A good partner advises what's right for you, even when it earns them less. An MSP that tries to push expensive new software on you in every conversation doesn't have your interests at heart.

During an introductory meeting, watch whether someone really listens and asks questions, or whether it immediately turns into a sales pitch.

Question to ask: "What would you advise me against, and why?"

10. References from comparable clients

Anyone can talk a good game. So ask about clients who are like you: a comparable size, the same industry or region. A reliable MSP is happy to share references or put you in touch with existing clients.

Question to ask: "May I speak with a client that's similar to me in size and situation?"

How we believe it should be done

We built IT-gemak around exactly these points: one dedicated team, one fixed rate, proactive management and security included as standard. By now we're proud to take the IT burden off some 420 SME organisations. Not by being the cheapest, but by working in a reliable, personal and pragmatic way.

Want to know how we go about it? Take a look at our all-in IT management or read more about us and the team you'll be dealing with.

In closing

The question "what to look for when choosing an MSP?" really comes down to one thing: choose a partner that puts your interests first, is clear about agreements and pricing, and prevents problems rather than just fixing them. Use the questions from this guide during your conversations and you'll quickly notice who really wants to work for you.

Still unsure, or simply want to talk through your IT? Schedule a no-obligation advice session. We're happy to think along with you, no strings attached.