Why Your Managed Service Provider Should Simplify Support

*Updated 26 February 2025*

Your network is running smoothly, your employees are collaborating seamlessly, and your Bring Your Own Device (BYOD) policy is working like a charm. Everything feels effortless. You might even allow yourself a small, satisfied smile. 

Then, the inevitable happens. 

The phones start ringing. Employees flood your inbox with frantic messages. They can’t access their files, the internet is down, and critical applications have frozen. The office, once a hub of productivity, is now a sea of confusion. 

You grab the phone and call your Managed Service Provider (MSP), hoping for immediate action. 

 

The Difference Between an Average MSP and a Great One 

At this moment, nothing is more important than getting back online. But what happens when you call your MSP? Do you get passed from one department to another, repeating your issue at every step? Or do you have a single, dedicated contact who understands your business, your infrastructure, and the urgency of your situation? 

A great MSP ensures: 

• Direct Access to a Knowledgeable Contact - Someone familiar with your environment, capable of taking ownership of the problem. 

• A Swarm of Experts on Demand - The ability to quickly mobilise specialists to diagnose and resolve your issue without unnecessary delays. 

• Proactive Problem Prevention - Advanced monitoring tools and strategies to identify potential failures before they impact your business. 

 

Is Your MSP a Middleman or a True IT Partner? 

Some MSPs merely act as intermediaries between you and the technology vendors, delaying resolution and creating additional frustration. The best MSPs, however, take full responsibility for managing, troubleshooting, and preventing issues—without bouncing you between third parties. 

Ask yourself: 

• Does your MSP have the technical expertise to resolve issues directly? 

• Are they offering real-time insights and monitoring to prevent disruptions? 

• Do they provide transparency on their service levels and response times? 

 

Holding Your MSP Accountable - Service Guarantees That Matter 

It’s not enough to simply trust your MSP; you need contractual guarantees that hold them accountable. Your provider should be able to commit to: 

• Clear Service Level Agreements (SLAs) - Defined response and resolution times that are consistently met. 

• Uptime and Availability Guarantees: - Ensure your provider has tangible commitments to keep your systems operational. 

• Compensation for Service Failures - A provider confident in their ability to deliver should be willing to offer service credits or penalties if they fail to meet agreed-upon standards. 

 

Are You Getting the Support You Deserve? 

Not all Managed Service Providers are created equal. If you feel like your current provider is falling short, it may be time to rethink your approach. The right MSP should act as an extension of your business, ensuring seamless operations and proactively safeguarding your IT infrastructure. 

 

Want to Experience the Difference? 

Find out how partnering with a provider that offers dedicated account management, proactive monitoring, and expert support can transform your IT operations.