When is it advisable to onboard an MSP?

If you're a small or medium-sized business owner, chances are you've heard the term "Managed Service Provider" (MSP). But what exactly is an MSP, and why should you consider partnering with one? After 20 years of working in and managing MSPs, I know firsthand when most companies might want to start considering outsourcing elements of their IT support. There is a point when it simply makes more sense on a cost basis.

But what is an MSP? An MSP is a third-party company that provides outsourced IT services to your business. This can include many different services, from network and server management, and end-user/desktop support to cybersecurity and cloud migrations and management.  By outsourcing your IT needs to an MSP, you can free up your internal resources to focus on your core business and their roles. Let’s face it, for most SMBs without IT support, an Office Manager or some other person in the office ends up shouldering the IT tasks; taking them away from their core job functions.

Signs It's Time to Consider an MSP

So, how do you know if it's time for your business to onboard an MSP? Here are a few key indicators:

• Overwhelmed With IT Support Tasks:  If your staff is constantly firefighting and struggling to keep up with the support issues, technology trends, and regulatory compliance; then it might be time to seek external help.
• Recurring IT Issues: Are you experiencing frequent IT problems that disrupt your business operations (and thus are impacting productivity and revenue)? An MSP can help identify and resolve these issues, preventing future disruptions.
• Lack of Cybersecurity Expertise: Cybersecurity is more important than ever. If you don't have the in-house expertise to protect your business from cyber threats, an MSP can provide the necessary solutions.
• Desire for Scalability: As your business grows, your IT infrastructure needs to scale accordingly. Otherwise, your infrastructure will be a bottleneck to your growth potential. An MSP can help you plan for and implement scalable solutions.
• Limited IT Budget: If you're operating on a tight IT budget, an MSP can often provide cost-effective solutions by leveraging economies of scale. In addition, an MSP can provide flat-rate services, making IT expenditures a predictable expense.
  Benefits of Partnering with an MSP.

By partnering with an MSP, you can enjoy several benefits, including:

• Improved IT Efficiency: MSPs can help streamline your IT operations and increase efficiency. They can even review your business processes and find automation methods to help increase productivity.
• Enhanced Cybersecurity: MSPs can provide advanced cybersecurity solutions to protect your business from cyber threats. In most cases, an MSP will have regulatory compliance auditors on staff to help make sure your business is compliant with any standards you are legally required to uphold.
• Reduced IT Costs: By outsourcing your IT needs to an MSP, you can often reduce your overall IT costs. As well as increase revenue and margin. A good MSP will often pay for itself by increasing your efficiency.
• Access to Expert Talent: MSPs have access to a pool of highly skilled IT professionals who can provide specialized expertise from desktop support to high-level cloud architects
• Increased Focus on Core Business: By freeing up your internal resources, you can focus on growing your core business.

Choosing the Right MSP

When selecting an MSP, it's important to consider factors such as:

• Experience and Expertise: Look for an MSP with a proven track record and expertise in your industry. Often your peers will have recommendations for you to consider.
• Service Offerings: Ensure that the MSP offers the services you need to meet your business objectives. Most offer several support plans and options to fit your budget and overall needs and goals.
• Customer Support: A good MSP will provide excellent customer support and be responsive to your needs. Ask about expected response times, most MSPs lose clients due to this metric. Make sure that you have agreeable expectations about their response times to issues.
• Pricing and Contracts: Carefully review the MSP's pricing structure and contract terms. Some MSPs will bury some hidden fees in their MSAs (Master Service Agreements) so carefully review that all your needs are being met without additional expense. In addition, for MSPs offering you a flat rate plan, get in writing what is included and not included in the plan. Most often, on-site, after-hours, or emergency support requests are not included and are billed separately. Clarity on inclusions is essential.  

Most of all, feeling aligned with the account management is key to a successful relationship. Look for a firm that provides you with regular feedback on issues, a monthly report of services, and overall system health. Ideally, the firm will provide you with a fractional CIO who will help guide your overall IT strategy considering your budget. By carefully considering these factors, you can choose an MSP that is the right fit for your business.