Breaking up is hard to do, especially when it comes to your Managed IT Services Provider (MSP).
But sometimes, you just have to call it quits and move on to greener pastures. In this blog post, we’ll play matchmaker and help you find true love with a reliable and efficient MSP that will treat your business right.
Don’t let fear of change keep you from living your best IT life – read on to find out how the right MSP can help you navigate through challenges and achieve greater success.
When It’s Time To Move On
Your Managed IT Services Provider (MSP) should be supporting your elasticity, not threatening it. The continued growth and health of your business depend on your scalability, as well as your elasticity–your ability to adapt, shrink, or reorganize when needed.
Business productivity and success are at risk when your MSP is…
- Delivering slow response times
- Failing to follow a protocol to recognize and resolve recurring issues
- Lacking updated solutions
- Sending surprise nickel-and-dime invoices
- Leaving you vulnerable to ransomware attacks
- Failing to retain staff and manage tech turnover
- Costing you time with errors in new employee/computer setups
You’re frustrated.
You don’t trust your MSP to act quickly for time-sensitive business initiatives.
Don’t wait. Make the break and find a new trusted MSP.
Let’s get clear on expectations, so you are more confident in switching MSPs. Here are 7-top concerns we hear from CEOs looking to switch MSPs.
1. I Need to Wait Until We’ve Made It Through a Change
Change is difficult.
It’s tempting to put off the replacement of an underperforming MSP until after you’ve made the transition to a new office or completed a cloud migration.
The truth is, consistent issues with your MSP in stable moments of your business means you need to seriously consider their capability to handle a major transition or important projects.
Make the break.
Onboard with an MSP you can trust before you embark on a big change. Let them help you usher in a change in your business efficiently.
2. I Don’t Have Time To Switch
Yes, the switch to a better MSP takes time.
The time is quickly repaid with increased productivity and satisfaction through fast resolution times, implementation of updated solutions, and 24/7 support. 10 years of confidence in your MSP is worth the 1 to 2-month switch. The right MSP also recognizes that your time is valuable.
They will take the onus of the switch off of you by:
- Gathering contact info of all authorized personnel
- Documenting vendor account numbers and authorizations
- Identifying license codes, software purchase information records, and expiration and renewal dates
- Inventorying your IT assets, including hardware, software, and data
- Analyzing the security, age, and reliability of your systems.
- Taking the time to understand your business goals.
- Building prioritized multi-year plans that accomplish your business objectives and respect your budget.
4. I Don’t Know How to Terminate My Current Contract
Breakups are hard.
But knowing the terms can help you effectively terminate with your old MSP.
Review your contract, so you’re aware of the following:
- Your termination window. (Many MSPs require a 30-90 day notice before renewal, or else you can’t terminate)
- Early termination fees
- Automatic renewal requirements. If you are on an automatic renewal plan, you will have to be proactive in giving your notice
Knowing the terms will empower you to set the right timeline for your switch.
If you passed the period for termination notice, then take the time to weigh the pros and cons of paying late termination fees versus signing another contract with your current MSP. Once that is done, your new MSP will begin the switch and will even restrict remote access from your current provider when it’s complete.
4. My Current MSP Won’t Be Cooperative In The Switch
Your current provider isn’t delivering. Period.
Fear that the switch will be “unfriendly” shouldn’t stop you from improving your IT with a new MSP.
We’ve seen most MSPs keep it cordial.
They may not share some necessary information freely. And if you suffer from slow response times, that could continue to be a problem as your new provider tries to coordinate the switch.
An experienced provider knows how to coordinate and the right questions to ask to ensure the transition is smooth and efficient.
5. I’m Creating a Cybersecurity Risk By Switching MSPs
IT switching hands can seem like a wide-open gap for cyberattacks. It doesn’t have to be.
The first step your new provider should take: perform an audit of your current cybersecurity.
Our method includes applying a weighted risk score to each layer of security.
When risks are identified, your new MSP can mitigate them by prioritizing the setup of the most urgent levels of your cybersecurity through the transition.
Prioritizing immediate needs, identifying which layers can be budgeted for in the future, and knowing which can be skipped will protect your network and optimize your budget.
6. The New MSP Won’t Know Me As Well As My Current Provider
Losing the shared experience of your relationship can be intimidating–but remember, your relationship is already showing its cracks.
Quickly getting up to speed with your tech and your industry is the basic expectation any MSP should meet.
Your new MSP will conduct an audit of your existing IT environment—equipment, software, warranties, security concerns, and more to get them up to speed on your business’s tech…
An MSP that is a partner in your success will also get to know you. Customer service, communication, and empathy required in working with people are the most difficult to forge.
A reliable MSP will get to know you and your team, personally, and provide you with a team of techs who regularly work with your business.
7. I’ll Switch MSPs and Get the Same Weak Services
To be met with the same issues and the same upcharges on your invoice after switching would be maddening. Keep your business goals in mind. Always ask what’s included in a provider’s base-level service plan. If essentials for your company, like EDR cybersecurity implementation, or onsite support aren’t included, you should disregard that provider for one that has a baseline that matches your needs without a constant upcharge.
Some things to look for are:
1. Onsite support
2. Emergency fees
3. Service call fees
4. Travel charges
5. A cap on service requests per month
6. Caps on hours per month or hours per issue
Consider the difference between hourly and flat-rate services.
Flat-rate services mean that whether you need support 10x or 100x a month, your provider is getting paid the same amount.
A flat rate provider will work proactively instead of reactively to identify issues before they become work stoppages.
Hourly providers tend to have a break/fix model. When something is not working, you call, and they’ll fix it on an hourly basis.
The right kind of provider for you depends on the needs of your business.
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