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Do You Trust Your Managed Service Provider to Deliver What Your Business Needs?

Jonathan Sharp
Smart Trusted Man Selling Managed Services

*Updated 13 February 2025*

This is the second question in our 7-question series on choosing the right Managed Service Provider (MSP) in 2025. 

In our last post, we talked about making sure your MSP aligns with your long-term business strategy. Now, it’s time to dig deeper into a more pressing concern: 

Can you actually trust your MSP to deliver? 

It’s one thing for a provider to say they can handle your IT needs—but can they actually do the job well, consistently, and proactively? 

When you outsource IT management, you’re not just looking for someone to fix things when they break. You’re trusting them to: 

  • Keep your business running smoothly, even when technology throws unexpected challenges your way. 
  • Handle maintenance, security, and upgrades without disrupting your operations. 
  • Give you confidence that your IT infrastructure is in good hands, so you can focus on growing your business. 

The big question is: How do you know you’re making the right choice? 

Here are five key factors that will help you determine whether your MSP is truly up to the task. 

 

1. Real-World Proof: What Do Their Clients Say?

The best way to judge an MSP’s reliability is through the experiences of their existing customers. 

✅ What to look for: 

  • Client testimonials & case studies – Are there real-world success stories that match your industry or business size? 
  • References you can speak to – Can they connect you with actual clients to discuss their experience? 
  • Independent reviews – Check Google Reviews, LinkedIn recommendations, and industry awards. 

🚨 Red Flag: If an MSP is reluctant to share references or has very few long-term clients, proceed with caution. 

2. Do They Invest in Their Team? A Strong Culture Means Stronger Service

A company’s internal culture often reflects how they treat their customers. An MSP that invests in its employees is far more likely to provide high-quality service and innovation. 

✅ What to ask: 

  • Do they provide ongoing training for their staff? 
  • What’s their employee turnover rate? (High turnover can mean inconsistent service.) 
  • Are they growing and evolving as a company? 

A great MSP doesn’t just maintain your IT—they help you stay ahead of the curve by keeping their own teams sharp and informed. 

3. Can They Actually Support You? Check Their Performance Metrics

You need to know how well they handle real-world IT issues before you sign any contracts. 

✅ Key things to check: 

  • Service Level Agreements (SLAs) – What are their guaranteed response and resolution times? 
  • First-call resolution rate – How often do they fix issues on the first attempt? 
  • Escalation process – What happens if a problem is complex? 
  • Support availability – Do they offer 24/7 monitoring and emergency support, or just business hours? 

🚨 Red Flag: If they can’t provide clear support stats or a solid SLA, they might not be able to handle your needs when things go wrong. 

4. Are They Proactive or Just Reactive?

A great MSP doesn’t just fix problems—they prevent them from happening in the first place. 

✅ What to look for: 

  • Real-time network monitoring – Are they identifying and fixing small issues before they become big problems? 
  • Proactive maintenance – Do they update and secure systems regularly, or just respond to emergencies? 
  • Clear reporting – Can they show you data on system health, potential risks, and ongoing improvements? 

A proactive MSP will help you avoid downtime, security risks, and unnecessary expenses. 

🚨 Red Flag: If they only step in after something breaks, they’re not helping you grow—just reacting to problems. 

 

5. Are They Experts or Just "Good Enough"? Certifications & Accreditations Matter

Technology evolves fast. Your MSP needs to stay current with certifications and industry best practices. 

✅ What to ask: 

  • Vendor partnerships – Are they certified by Microsoft, AWS, Cisco, or other major tech providers? 
  • Ongoing training – Do they actively upskill their team on the latest cybersecurity and cloud trends? 
  • Thought leadership – Do they publish blogs, host events, or share insights about emerging IT challenges? 

🚨 Red Flag: If they don’t have strong partnerships or up-to-date certifications, they may not be equipped to support your business effectively. 

 

Final Thought: Trust is Earned, Not Assumed 

Choosing the right MSP is about more than price or promises—it’s about real-world trust. 

Before committing to a provider, make sure they can prove their value by: 
✔ Providing direct client references and case studies. 
✔ Demonstrating a strong internal culture and low employee turnover. 
✔ Backing up their service with measurable performance data. 
✔ Taking a proactive approach to IT management. 
✔ Continuously learning and improving through certifications and industry leadership. 

If they can’t meet these criteria, they might not be the right fit. 

 

Next in the Series: 

Next, we’ll explore whether your MSP can be more than just a service provider—can they become a trusted advisor who actively supports your business growth? Stay tuned! 

Are you currently evaluating an MSP? What concerns do you have about trusting an external provider with your IT? Let’s discuss!