What Questions Should I Ask Before Hiring a Managed Service Provider (MSP)?

Most professional services firms should ask 7–10 critical questions before hiring a Managed Service Provider (MSP). These questions determine whether your firm experiences fewer than 2–3 major IT incidents per year—or deals with recurring outages, security gaps, frustrated staff, and reactive firefighting.

For firms with 25–75 employees, managed IT services typically cost $200–$250 per user per month in the Oakville and GTA West region. At that level of investment, choosing the wrong MSP doesn’t just create inconvenience—it can cost tens of thousands of dollars per year in lost productivity, downtime, security exposure, and leadership distraction.

Below is a practical, buyer-focused framework to help professional services firms evaluate MSPs based on outcomes, security, and long-term reliability, not marketing promises.

1. How Much of Your Work Is Proactive vs. Reactive?

This is the single most important question to ask—and one most MSPs avoid answering clearly.

Ask:

• What percentage of your team is focused on proactive work (monitoring, patching, prevention)?
  
  
• How do you track and report proactive activity?
  
  
• What happens before something breaks?
  
  

Many MSPs claim to be “proactive,” but in practice operate mostly reactively—waiting for users to report problems. Firms working with reactive MSPs often experience:

• Repeated issues
  
  
• The same problems resurfacing
  
  
• IT that feels unpredictable
  
  

A strong MSP should be able to explain how proactive work reduces both the number and severity of incidents over time, and ideally provide metrics to support that claim.



2. Do You Standardize Your Technology Stack Across All Clients?

Standardization is one of the biggest indicators of MSP maturity.

Ask:

• Do all clients use the same firewall, endpoint protection, backup, and security tools?
  
  
• Why did you choose those specific vendors?
  
  
• What happens if a client wants something different?
  
  

When MSPs support 10+ different firewall brands, backup tools, and security platforms, no one becomes an expert at any of them. The result is slower resolution times, inconsistent security, and higher risk.

By contrast, MSPs that standardize their technology stack:

• Develop deeper expertise
  
  
• Build repeatable processes
  
  
• Resolve issues faster
  
  
• Reduce complexity and risk
  
  

For clients, this usually means fewer problems overall—and faster resolution when issues do occur.



3. What Security Controls Are Included by Default?

Security should not be an add-on or upsell.

Ask specifically:

• Which CIS or NIST security controls are included automatically?
  
  
• Is MFA included for all users and systems?
  
  
• Are backups, endpoint detection, and firewall management included—or extra?
  
  

Professional services firms often handle sensitive client data, making them attractive targets for cybercriminals. Yet many firms assume they are “secure” simply because they have antivirus software.

A capable MSP should be able to clearly explain:

• Which security controls are included by default
  
  
• How those controls align with recognized frameworks like CIS or NIST
  
  
• How security is continuously reviewed and improved
  
  

If security is vague, optional, or mostly upsold, that’s a red flag.

4. What Is Actually Included in the Monthly Price?

MSP pricing can look similar on the surface while being radically different underneath.

Ask:

• Is hardware included or billed separately?
  
  
• Are security tools bundled or itemized?
  
  
• What causes price increases over time?
  
  

Lower-cost MSPs often rely on:

• Minimal base pricing
  
  
• Add-on fees for security, backups, or projects
  
  
• Surprise invoices when something falls outside “scope”
  
  

Higher-quality MSPs tend to offer predictable, all-inclusive pricing, which makes budgeting easier and eliminates constant financial surprises.

At $200–$250 per user per month, firms should expect a fully managed, security-first service, not a menu of extras.



5. How Do You Reduce the Number and Severity of Issues Over Time?

IT success isn’t measured by how fast tickets are closed—it’s measured by how few tickets are needed in the first place.

Ask:

• What metrics do you track beyond ticket volume?
  
  
• How do you prevent repeat issues?
  
  
• What does a “healthy” environment look like after 6–12 months?
  
  

Mature MSPs focus on:

• Root-cause analysis
  
  
• Eliminating recurring problems
  
  
• Improving stability quarter over quarter
  
  

This leads to fewer interruptions, happier staff, and leadership spending less time dealing with IT escalations.

6. What Does Your Onboarding Process Look Like?

Switching MSPs creates anxiety for many firms—and for good reason.

Ask:

• How long does onboarding typically take?
  
  
• What cleanup is done in the first 30–90 days?
  
  
• Who owns the risk during the transition?
  
  

A structured MSP onboarding process usually includes:

• Documentation cleanup
  
  
• Security baseline implementation
  
  
• Standardization of tools and configurations
  
  
• Stabilization of recurring issues
  
  

If an MSP can’t clearly explain their onboarding timeline and responsibilities, that’s a warning sign.

7. How Do You Use AI and Automation Internally?

Many MSPs talk about AI. Far fewer actually use it meaningfully.

Ask:

• What AI or automation tools do you use internally?
  
  
• How does this improve response time, security, or reliability?
  
  
• Do you help clients adopt AI safely and responsibly?
  
  

MSPs that effectively use AI tend to:

• Detect issues earlier
  
  
• Respond faster
  
  
• Deliver more consistent outcomes
  
  

This isn’t about hype—it’s about operational maturity.



Real-World Example: What These Questions Reveal

A 35-employee professional services firm previously worked with an MSP that supported a wide mix of vendors and tools. Security was mostly optional, and most work was reactive.

After asking the questions above, they switched to an MSP with:

• A standardized technology stack
  
  
• Proactive monitoring and maintenance
  
  
• Built-in security aligned with CIS controls
  
  

Within six months:

• Support tickets dropped by approximately 40%
  
  
• Recurring issues were eliminated
  
  
• Security incidents dropped to near zero
  
  
• Leadership reported higher confidence in IT planning and budgeting
  
  

The technology didn’t just “work better”—it became predictable, which is what most firms actually want.



Why These Questions Matter More Than Vendor Promises

Most MSPs genuinely want to do a good job. The difference is process, focus, and experience.

Firms that ask the right questions upfront:

• Avoid reactive support models
  
  
• Reduce long-term IT risk
  
  
• Get better value from their monthly spend
  
  
• End up with fewer problems, not just faster fixes
  
  

For professional services firms, IT should quietly support the business—not compete for attention.

Trust Signals to Look For in an MSP

When evaluating MSPs, look for:

• Years of experience building repeatable systems
  
  
• A proactive-first delivery model
  
  
• Standardized technology and security
  
  
• Alignment with CIS and NIST frameworks
  
  
• Clear, predictable pricing
  
  
• Experience supporting firms similar to yours
  
  

The right MSP doesn’t just fix issues—they engineer them out of existence.



Frequently Asked Questions