Tips on Hiring an IT Services Provider

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A Managed Services Provider (MSP) is typically an IT provider that manages a range of network, application and system support services for its customers. Their approach is usually proactive or under a subscription model, rather than reactive. In other words, they don’t wait for something to break before they step in. Instead, they work to continually maintain and improve IT and associated systems and maximise business continuity and productivity, all while keeping costs down.

With an MSP in place, you will have more time to get on with the business of running your business because you can spend less time worrying about keeping their IT systems up-to-date and operating at maximum performance.

So how do you hire an IT Services Provider? 

Ask for a Recommendation

Talk to other business owners that you know have an MSP in place and ask them for a recommendation. If their MSP is doing a good job for them, chances are, that same MSP will do a good job for you too.

Don’t just take the IT Services Providers word for it

It’s easy for someone to tell you they can do a good job. But can they really? When hiring an MSP, checktheir references. If possible, find companies similar to yours, or companies with the same systems or requirements, and seek their honest opinion on how the MSP performs for them.

Look beyond the sales rep

You might establish a great connection with the MSP’s sale representative or account manager but, remember, this is not the person who’ll be delivering the services. Look beyond this person and into the business. Do those people really have the capabilities to do what you’re asking? Are they the right fit for your business?

Recruit with rigor

Recruit as you would if you were hiring a new employee. Treat the search the same. Carefully assess the MSP on their capabilities and experience. Develop a shortlist of favourites. Take the time to meet with and interview representatives from each company. Talk to other companies they’re already working for. Consider the cost and the best fit for your business.

5 Questions To Ask Managed Service Providers

1. Can you work with me to meet my unique needs?

MSP’s should customise their solutions according to the requirements of your company. The MSP should answer three fundamental questions:

  • What is my business problem?
  • How will you address it?
  • Why are you the best provider to resolve it?

2. What security measures do you have in place?

Your MSP should insist on remotely monitoring your network 24/7/365 to keep critical security settings virus definitions and patches up to date to prevent problems before they start. A conscientious MSP knows that the security of their customers’ data is paramount.

3. What kind of redundancy should I expect?

Even the most robust platforms fail once in a while, and a backup solution may be worthwhile. Talk with the provider to see what maintenance services are included in your package. Equally, important; see what is not included to avoid any billing issues later.

4. What kind of reporting and communication do you provide?

Your MSP should provide you with monthly status reports and quarterly business reviews. It should be able to establish a chain of communication, so you can get support immediately.

5. What kind of support do you provide?

Before contracting with an MSP, it is important to know the level of support provided.

Here are some questions to ask:

  • Are there formal escalation and ticketing procedures?
  • Do they answer their phones live and have emergency after hours support?
  • Do they monitor the services on your behalf?

When choosing an MSP, doing your homework can really pay off. A reputable service provider will be happy to answer these, and any other questions you may have.

Surety IT successfully support many businesses across Australia of varying sizes and industries.  If you’d like to talk to us about how we can help you support the success of your business then please call us on  1300 478 738 or email us at

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About the author:

Ash Klemm

Ash Klemm

Ash has over 20 years of experience in sales and marketing.His journey from a casual salesperson at Chandlers to State Manager at a national IT distribution company, while battling health issues, including a double lung transplant in 2015, gave him the experience, know-how, tenacity, and marketing insight, to find solutions and help businesses grow.After spending several years in the ivory tower of state management, Ash missed the genuine connection of face to face meetings and helping make a difference to businesses in need.His authentic, conversational, and easy-going nature helps our customers feel at ease and shows them we are a brand to trust. Ash spends his days advocating for our customers to ensure they receive the best possible service in a timely fashion. Ash is also the in house chair builder.His curiosity and natural problem-solving ability make him the perfect first call for all our new customers to help determine what is wrong, how Surety IT can help and what the best solutions are moving forward.
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