Frequently Asked Questions

Methodology & Credentials is where an MSP’s professionalism, process maturity, and ability to deliver consistent results really shine (or don’t).

1. What’s your documented service methodology, and how is it tailored to each client? This matters because a clear, repeatable process shows the MSP knows how to consistently deliver—and isn’t just “winging it.”
2. Can you walk us through a recent onboarding—timelines, milestones, and deliverables? This demonstrates whether they take a structured, accountable approach from Day 1 or simply react as issues arise.
3. What certifications or accreditations does your team currently hold? Great MSPs do this because staying credentialed ensures their team is technically sharp and up to modern standards.
4. How do you stay up to date with IT standards, frameworks, and compliance changes? This matters because IT evolves constantly—proactive partners invest in learning, not just reacting.
5. What client documentation do you maintain, and how is it stored or shared securely? This demonstrates how seriously the MSP takes transparency, risk reduction, and long-term operational support.

Strategy, Goals, & Planning is a critical category helping distinguish between MSPs who simply respond to tickets and those who act as true business-aligned IT partners.

1. How do you align your IT strategy with our business goals and growth plans? This matters because a great MSP should act as a growth enabler, not just a technical vendor.
2. Do you conduct regular IT strategy or roadmap reviews with clients? This demonstrates whether the MSP helps you plan and evolve — or just keeps the lights on.
3. Can you help us assess our current IT maturity and define a roadmap for improvement? Great MSPs do this because knowing your baseline helps create a realistic, phased growth path.
4. Will we have a dedicated vCIO or strategic advisor to guide planning and decision-making? This demonstrates if the MSP can operate at a business advisory level, not just a technical one.
5. How do you support IT budgeting, forecasting, and long-term infrastructure planning? Great MSPs do this because aligning IT with financial planning ensures smarter, more efficient investments.

Support & Operations is where the day-to-day reality of working with an MSP lives. This category helps uncover how reliable, responsive, and transparent the MSP will be once the contract is signed.

1. What are your standard response and resolution times, and how are they enforced or measured? This matters because clear SLAs help you hold the MSP accountable when it counts.
2. What’s your process for handling urgent or high-priority incidents? Great MSPs do this because structured escalation minimizes downtime and stress during critical events.
3. How do you ensure accountability for recurring issues or patterns in support requests? This demonstrates whether they fix root problems or just slap on temporary band-aids.
4. Will we have visibility into support metrics, uptime, and ticket trends through reporting? Great MSPs do this because data-driven transparency builds trust and helps you manage risk.
5. How do you handle patching, backups, and proactive system maintenance? This demonstrates how serious they are about prevention vs. just reacting to failures.

Cybersecurity & Compliance is one of the most critical (and high-risk) areas where MSPs can either be your shield… or your weakest link. This is essential for businesses that need to protect sensitive data, meet industry standards, or maintain client trust.

1. What cybersecurity frameworks or standards do you align with (e.g., NIST, CIS, ISO 27001)? This matters because working with recognized frameworks shows your MSP isn’t making it up as they go—they’re following proven security practices.
2. How do you monitor, detect, and respond to security threats in real-time? This demonstrates whether they have a true security operations layer—or just rely on luck and antivirus.
3. Do you offer regular security assessments, penetration testing, or vulnerability scans? Great MSPs do this because finding risks proactively is far safer (and cheaper) than cleaning up after a breach.
4. Are you able to support industry-specific compliance requirements (e.g., HIPAA, CMMC, GDPR)? This demonstrates if they know how to map technical controls to your actual business and legal obligations.
5. What incident response plan do you have in place, and how do you involve clients when issues arise? Great MSPs do this because a clear, collaborative IR plan minimizes damage and chaos when something does go wrong.

Pricing & Costs is often the first thing prospects ask about and the last thing they fully understand. Great MSPs provide pricing that is transparent, scalable, and tied to real business outcomes—not just seats or device counts.

1. How is your pricing structured — per user, per device, tiered service levels, or flat-rate? This matters because understanding the pricing model upfront helps avoid hidden fees and ensures the right fit for your business.
2. What’s included in your monthly service fee — and what’s considered billable outside of it? This demonstrates whether the MSP is truly transparent, or if you’ll be hit with surprise charges later.
3. Are there onboarding, setup, or project-based fees we should expect? Great MSPs do this because clear expectations build trust and eliminate early friction.
4. How do you handle changes in user count, service scope, or scaling needs over time? This matters because your IT partner should scale with you — not penalize you for growing.
5. What is your typical contract term, and what happens if we want to exit early? This demonstrates whether they earn your business through performance or rely on restrictive contracts.