MSPs: What to Expect and What to Look for in a Partnership

Finding A Quality Managed IT Service Provider Is Vital To Your Business Growth


The MSP market has grown significantly in a very short space of time. In the past five years alone, it has almost doubled in value from 2014, rising from $107 billion to $193 billion today as organizations look towards managed services partnerships to meet their IT needs. The market is expected to increase to $296 billion by 2023.

The reason for this huge expansion worldwide is simply down to an enormous increase in demand due to several factors Managed services are providing SMBs in particular an attractive alternative to the more traditional in-house IT department.

MSPs provide:

  • Flexible service models
  • Expert consultation and insight
  • Access to a large team of IT professionals
  • Predictable expenditures
  • Network monitoring

Using managed IT services is a vital component of SMBs today. Many organizations don’t have the resources to hire a team of equivalent capability to an MSP offering. At Impact Networking, for example, we offer 24/7 support and more than 80 team members to your outsourced IT.

What Services Should You Expect From an MSP?

It can be difficult for executives who are unfamiliar with the managed IT model to have a firm understanding of what exactly they should require and expect from an MSP. There are a number of services which are a must when hiring managed IT, including:

On-Site Technical Support and Installation

Engineers are certified subject-matter experts who act as a second-level response when a business needs maintenance or repairs. They are responsible for planning and installing IT projects on-site and making regular check-up visits to make sure everything is running smoothly.

Remote Monitoring and Troubleshooting

Support teams which are capable of proactively monitoring the business’ network functions. If a client is experiencing an issue and needs an immediate resolution, a help desk should be on-hand or an engineer available to remotely troubleshoot a problem—often without intervention from the client. This support can be expected to be offered as a 24/7 service.

Basic Security Measures

MSPs will typically offer a basic security baseline that can help an organization have better cybersecurity. This is usually in the form of deploying the latest security patches, implementing solutions that are confirmed as stable, and ensuring that newly installed hardware is covered by warranty should it be attacked. MSPs differ from MSSPs, which exclusively focus on advanced cybersecurity programs for business protection.

Extensive Support for Cloud-Based Operations

Last year, public cloud service revenue was $182 billion—next year it will be worth $250 billion. Executives are placing more confidence and seeing the benefits in cloud services and they are rapidly becoming centerpieces for many small and midsize organizations. They are more secure than ever and provide flexible ways for hosting company data and licensing software. Your MSP should be able to show extensive partnerships with leading providers of cloud services.

Up-Time Guarantee of 99.9%

Whether you want to operate on a private cloud or a public cloud, you need to be assured that your cloud functions remain up-and-running at as close to 100% as possible. Organization downtime, whether because of a cyberattack or any other reason, isn’t cheap. Being able to guarantee an acceptable uptime percentage year-round is vital for an MSP offering.

What Qualities Should You Look For From An MSP?

Make Sure the MSP Is Committed to Your Project

No aspect of digital transformation is easy or quick. Roadmaps for transformation are usually implemented and maintained over the course of at least 18 months and require extensive collaboration between the MSP and the client.

The partner you choose for your business will ideally see and position themselves as an essential part of your core IT team. They will not just be responsible for installing, maintaining, and supporting your network, but also provide and implement for you an actionable plan for realizing your IT objectives.

This means having strong communication between both parties. The MSP should be willing to consult with you regularly, using their expertise to give you a complete understanding of how your partnership is helping you meet your goals. They can also give you insights on new

technology and ideas to improve the scope and scale of your digital transformation.

Certification, Accreditation, and Reputation

The standing of the MSP you want to partner with should play a major role in your decision. Of course, when you’re looking on the company website, they will show themselves in the best possible light.

Ask your prospective partner for case studies of their work, or their Net Promoter Score (NPS) to determine their success with dealing previous clients.

Check to see if they have certifications and accreditations for the solutions they provide to their clients so you know you have the right people with the right expertise propelling your services.

Have a Cost Structure That Suits You

One of the primary reasons SMB decision makers look to partner with MSPs is a more understandable and predictable cost structure. For businesses more familiar with the break/fix model of IT support, they’ll know that it’s difficult to budget for an unknown quantity.

Most MSPs will offer their program on a monthly fee basis. Be sure to understand exactly what is included in the agreement and what isn’t. At Impact, we offer a fixed monthly fee, so clients know precisely what the costs are and aren’t surprised by any hidden additional costs.

It’s a good idea when looking for a partner to understand the cost structure. After all, there’s no point moving on from the break/fix model only to find out your MSP operates the same model under the hood.


The beginnings of a partnership with an MSP needs to handled with careful consideration. Businesses should be able to call upon a reliable timeline for the onboarding portion of your partnership. A good MSP should outline a roadmap for the implementation phase, but each one will have a different approach.

An onboarding process which isn’t communicated effectively can mean a more laborious and tedious exercise than necessary. It is a critical time in which the groundwork for your future relationship is laid. A negative experience out the gates will have lasting effects.

The MSP should have a clear set of objectives and a means of tracking progress from which the MSP can be held accountable. Staff should be involved from day one and the MSP should have effective communication channels for ensuring that the process is going smoothly.

Flexibility and Scalability

The landscape of digital transformation has been and will continue to change rapidly as new technologies emerge. Whether it’s low-code or automation, there’s always another piece of advanced tech that’s making waves for SMBs.

Because of this, MSPs are far more valuable if they can provide complete flexibility and scalability to their clients. For example, if an evolving business needs to upscale its public cloud use, the MSP should be able to accommodate their request accordingly.

Be wary of MSPs that lock their clients into contracts which aren’t scalable. A good provider should be able to offer services which can be customized to changing business objectives—hence, “managed services”.

Thinking it’s time to talk to someone about your company’s IT? Reach out to Impact’s Managed IT team and speak to one of our experts today!