Executive Summary
- Switching Managed Service Providers might seem daunting, but the process can be quite smooth if you ask the right questions before migrating.
- From data security to SLAs troubleshooting processes, there’s plenty to think about, which is why we’ve compiled 6 questions you should ask before you sign your new IT support agreement.
- Whether you’re about to start working with a new MSP or testing the waters with a break-fix provider, the same questions apply – and they’ll help you feel confident that you’ve chosen the right team for the job.
Introduction
Switching to new providers always seems like an unnerving prospect.
Whether it’s a bank account, internet provider, energy company, or even just a supermarket — change is never easy.
But if you’re switching to a new IT support provider, there are very good reasons to do so, though you’re likely to have a lot of questions.
To help make your switch as streamlined as possible, here are 6 questions we’d recommend asking any IT support provider before signing that new contract.
#1: “How many people do you have on your team?”
It goes without saying that numbers aren’t everything, but that doesn’t mean a large IT support team won’t come in handy.
There are some MSPs and break-fix providers out there who will make it appear as though they’re a team of hundreds, when in reality it’s just one person working from their bedroom. There’s nothing wrong with that if it works for your business, but you should be very clear about available resources before you sign so you can be sure you’re covered for any eventuality.
#2: “How will you handle any necessary data migration?”
Switching to a new Managed Service Provider doesn’t always include migrating your data to new systems, but it’s worth checking before you sign on the dotted line.
Data migration, for example from server to server or into the cloud, can be a slow process but also an insecure one. Before you give away the keys to the kingdom, be sure your new MSP will be able to handle your data with the care it deserves – and have systems in place in case anything goes wrong.
#3: “Do you have SLAs for response times?”
Service Level Agreements, or SLAs, are an essential ingredient for any good IT support contract.
In short, an SLA will give you the assurance about how long it will take for the MSP to respond to your issue. SLAs are often triaged, so that the more serious the issue, the faster your IT provider should respond. Before you sign up, talk through your SLAs with the MSP and be sure you agree (and have it in writing) so you’ll know what to expect whatever happens.
#4: “Who are you partnered with?”
As the old saying goes, ‘no man is an island’, and, believe it or not, the same goes for IT services.
It’s rare to find an MSP which can do absolutely everything themselves, especially when it comes to hardware and software provision. Key partnerships can often make the difference when it comes to choosing a new provider, because they may open the door to new opportunities or services you haven’t considered before. By way of example, we at Get Support are a direct Microsoft Cloud Solution Provider, meaning we can give you expert advice, configuration guidance, and installation on the latest Microsoft products – including the management of Microsoft 365 subscriptions for our clients.
#5: “Is there anything which is out of scope?”
Part of signing up for a new IT support agreement is deciding what’s covered by the service… and what’s not. It’s this latter point that many businesses forget about – and it can cost them down the road.
The best example we can think of is hardware provisioning for your business. At Get Support, we always take the time to explain how the financing of new hardware works – we even build it into our customers’ IT support roadmaps – but other providers might not do the same. In this case, IT hardware will reach its natural end of life (i.e. slow down or stop working) and some MSPs won’t let their customers know that the cost of replacement is on the horizon. This leads to unexpected costs and unhappy clients, which is the opposite of what a good MSP should deliver. The bottom line? Always double-check what’s in scope and what’s out of scope with a new IT support provider.
#6: “How will you help my business grow?”
This final question might seem a little bit out of left-field, so please let us explain.
The way we see it at Get Support is that we exist to support our customers and all of their business goals. We provide IT services designed to help other businesses serve their customers better through technology, reach new prospects, grow, and scale.
For this reason, we think it’s perfectly reasonable to ask a potential MSP exactly how they plan to help your business grow over time. Don’t forget, the bigger your business grows, the more you’ll rely on your MSP, so it’s really a win-win situation for everyone.
Need an MSP that ticks all your boxes?
If any of the questions we’ve suggested above have you second guessing your IT support provider, it’s never too late to try something different.
At Get Support, we can help you define an IT support agreement built around the specific needs of your business — and one that ticks all of your boxes.
If you’d like to know more about how we can build a suite of IT support solutions just for you, call us today on 01865 594 000 or simply fill in the form below.
