The 30 Questions to Ask Managed IT Providers

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The 30 Questions to Ask Managed IT Providers

Screen. Evaluate. Repeat. The not-so-simple step to choosing a new business to partner with for service. Many business owners go through this process multiple times a year with different providers. Unfortunately, we can’t all be experts in every service we need for our business. That’s why we are sourcing it out, right?

The right choice of a managed IT provider for your business can make all the difference, so we’re here to help. In this article, we break down some frequently asked questions we receive from clients prior to signing the contract. By using these questions in an interview with a potential managed IT provider, you will be on the right track to making the most informed decision for your business.

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SKIP THE LINE:
8 Questions to Get to Know the Managed Service Provider (MSP)
6 Questions Regarding MSP Contracts and Payments
7 Questions to Ask About IT Support Structure
4 Questions Regarding Technical Capabilities
5 Questions About Managing Data
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8 Questions to Get to Know the Managed Service Provider (MSP)

1. Do you have any limitations on the scope of services you provide?
2. How can an MSP reduce our workload?
3. What is the partnership structure between the MSP and the client?
4. Why should we choose your business over other MSPs?
5. Can you give an example of a business you have serviced in our industry?
6. Are your team members on-site or outsourced?
7. What is the procedure for after-hour emergencies?
8. Can you provide current references and phone numbers?
9. What is your Net Promotor Score (NPS)?

Related Article: 5 Factors That Affect Managed IT Service Pricing

6 Questions Regarding MSP Contracts and Payments

1. Do you provide a complimentary infrastructure assessment prior to quoting services?
2. What is included in your fee structure?
3. What is EXCLUDED from your fee structure?
4. Is your service level agreement standard across all clients or open to negotiation?
5. Do you have a break clause if we decide to terminate services? If so, are there any exceptions to this clause?
6. How are payments structured (monthly, quarterly, annually)? Will we ever receive a fee increase during the duration of our contract?

7 Questions to Ask About IT Support Structure

1. What does communication with your help desk look like?
2. Are your services available 24/7?
3. Do you offer break/fix support for hardware and infrastructure?
4. How are escalations managed?
5. What is your issue resolution rate?
6. Do you offer on-site support?
7. Do you use any external resources?

Related Article: Buyer’s Guide to Managed IT Services

4 Questions Regarding Technical Capabilities

1. What certifications and qualifications does your team hold?
2. What is your disaster recovery/business continuity plan?
3. If providing an all-inclusive package, how do you manage tasks outside of scope?
4. Do you have the capability to scale with our business?

5 Questions About Managing Data

1. Where is our data stored?
2. Who will have access to our data?
3. What is your process to protect data?
4. How are backups and disaster recovery handled?
5. Who is ultimately responsible for our data (the MSP, a third party, or us as the business owner)?

CONCLUSION

Depending on your unique business needs, each of the above questions will be weighted differently. Prior to meeting with a managed IT provider, we recommend breaking down which questions are most important to you and which are not as crucial or irrelevant. This will help to keep your discussion moving in the right direction for a streamlined meeting that lets you get back to business.

Want a customized solution based on your needs? Not quite sure where to go from here? Let the experts at Ford Office Technologies give you a hand at 1-800-633-3673 or by emailing info@fordtech.com