When it comes to managed IT service, one size does not fit all. What was working for your business five years ago may not be working now, especially if your business has grown or changed. A managed service provider (MSP) should be able to grow with your business and support you at every stage of growth. If they’re not, you may be seeing some MSP red flags – and they may be signaling it’s time to switch MSPs.
Here are a few MSP red flags that may indicate it’s time to switch managed service providers:
Your issues are not being resolved in a timely manner
One of the most obvious MSP red flags is your provider taking too long to resolve service tickets. If your service tickets were once being resolved within minutes and it now takes your MSP days to get back to you, it might be time to switch MSPs.
Another sign to look for is the number of outstanding service tickets increasing month over month. If anything, this number should be decreasing as the MSP gets to know you and your business better. Both of these issues are a telltale sign that the MSP is stretched thin on resources and can no longer handle your business’ IT needs.
Your MSP lacks a strategic approach
When you look at the relationship you have with your current MSP, do you view it as a partnership? Or are they IT repairmen? One of the many MSP red flags we see when a company is in search of a new provider is a lack of proactive IT support.
It’s not enough that your MSP is fixing IT issues that arise. The best MSPs will proactively assess your IT infrastructure and identify areas in need of improvement. This should include assessing hardware and software needs, as well as security practices. At Atlas, our team conducts bi-annual technical business reviews to ensure that our clients’ IT continues to meet their business needs. If this is not something your MSP offers, it may be time to switch MSPs.
Your contract is full of broken promises
When you review your IT service agreement, is your current MSP delivering on the promises they made? It’s very common for providers to make big promises upfront to secure your business. But, if they can no longer deliver on those promises or they never did, it is definitely time to switch managed service providers.
If you’re unsure if this MSP red flag applies to you, take some time to review your contract and compare it to the service you’ve received over the last six months or year. If you can identify a handful of areas where your MSP has not delivered, it’s time to have a tough conversation.
You can no longer justify the price you pay for IT services
If the first three MSP red flags weren’t enough to convince you that it’s time to switch MSPs, this one should seal the deal – you can no longer justify the price you pay for IT support service. When it comes down to it, your MSP should add value to your business and make your life easier.
Oftentimes, businesses will go with the cheaper option when it comes to hiring an outside vendor. But price and value are two very different things. As the saying goes – you get what you pay for. And when you’re paying for IT services, it’s important that your money is buying quality hardware and top-notch service.
We often hear from businesses that have been fed up with their current provider for years but are too nervous to switch MSPs. They think changing providers will be a complicated process that involves days of IT downtime. (Which, by the way, is not an issue when clients move over to Atlas). What finally makes them switch MSPs is a major IT failure, such as a server crashing, that forces their hand.
Don’t wait until your IT fails you to start working with someone you can trust. If any of these MSP red flags stand out to you, it’s time to consider looking for a new provider. You’d be surprised how easy it can be to switch MSPs when you find the right one.