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by Aaron Flack on May 19, 2025
When your business depends on technology, your managed service provider plays a central role in keeping things moving. But beyond quick fixes and system uptime, true service excellence is about long-term partnership, strategic value, and a commitment to your success. Whether you're reviewing your current provider or planning ahead, here are ten things to check to ensure your MSP is truly delivering.
1. They consistently meet or exceed agreed service levels
Your service level agreements should be more than a formality. A strong MSP will meet them and communicate clearly about performance. Regular reports, transparent metrics, and open conversations show that your provider is accountable and invested in your outcomes.
2. Your team feels supported and confident using technology
IT support should empower your staff. If users regularly face delays, unclear responses or repeated issues, it may be a sign that the service experience is lacking. A great MSP takes time to understand your people, your systems, and your ways of working, making support feel seamless and human.
3. They proactively reduce risk before issues arise
True service excellence is proactive. Your MSP should be identifying risks, patching vulnerabilities, and keeping systems updated without needing to be asked. This preventative approach protects your business from downtime, data loss, and security breaches.
4. You receive clear, meaningful reporting
You should never have to guess whether your IT estate is healthy. A high-performing MSP will provide regular, accessible reports that cover performance, incidents, security updates, and recommendations. These reports should be easy to understand and relevant to your business goals.
5. Your provider understands your sector
An MSP that specialises in your industry will bring far more than technical skill. They’ll understand your regulatory requirements, your workflows, and your client expectations. Whether you’re in legal, financial, or healthcare, sector expertise helps translate IT support into real-world value.
24/7 IT Support
Our round-the-clock IT support guarantees that your systems remain fully operational, proactively identifying and resolving potential issues before they can disrupt your business operations. Through vigilant and continuous monitoring, we ensure any anomalies are swiftly detected and addressed.
You have a fear of falling behind
The fear of missing out on critical advancements and the opportunities they bring is overwhelming. The constant pressure to keep up with the latest technology creates a risk of either falling behind competitors or overspending on unnecessary tools.
6. They help you plan for growth and change
Technology should support your long-term goals. A forward-thinking MSP will work with you on strategy, budget planning, and digital transformation. They should bring ideas to the table, not just respond to requests.
7. Communication is clear, consistent and responsive
Whether it’s a service ticket, project update, or monthly review, communication should be smooth and professional. You should always know who to speak to, what’s happening, and when to expect results. If things feel disjointed or unclear, it may be time to re-evaluate.
8. Security is treated as a priority, not an afterthought
Your MSP should be actively helping you stay secure. That means more than antivirus software. Look for managed threat detection, backup testing, compliance guidance, and staff training as part of their regular service. A security-first mindset is a hallmark of service excellence.
9. You see continuous improvement, not just maintenance
IT support should evolve with your business. A great MSP will continuously look for ways to improve your systems, refine processes, and introduce new tools that create efficiency or reduce cost. Routine should never become complacency.
10. You feel like they are part of your team
Service excellence means partnership. If your MSP feels distant or transactional, it can limit the value they bring. The best providers work alongside you, build trust with your staff, and treat your success as their own. When you work with the right MSP, technology becomes a strength, not a stress.
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