Top 10 Reasons to Get a New Managed Service Provider (MSP)

Are you a business owner or responsible for technology in a business?  Changing or getting a new Managed Service Provider (MSP) is a significant decision that businesses should carefully consider when their current provider no longer aligns with their evolving needs and objectives. In this article, we review some of the more compelling reasons that a business may want to consider changing their MSP provider.  In addition, we provide a checklist to help you with the task.

Poor Service Quality

When business leaders consider switching their Managed Service Provider (MSP), poor service quality stands out as the number one reason business owners know that it’s time to make a change. Consistent issues like slow response times, unresolved technical problems, and lackluster support can hinder operations, leading to downtime, decreased productivity, and potential financial losses. In today’s fast-paced business environment, reliable and responsive IT support is crucial for maintaining competitiveness and ensuring smooth operations. If your current MSP fails to meet these expectations, it’s a clear signal that it may be time to seek a provider who can deliver the quality of service your business deserves.  If the current MSP consistently delivers subpar service, including slow response times, unresolved issues, and frequent downtime, a business owner would be wise to seek out a more reliable provider.

Lack of Expertise

Businesses may outgrow their MSP’s capabilities or find that their current provider lacks expertise in critical areas like cybersecurity, cloud computing, or industry-specific technologies.  So, lack of expertise is another critical factor that justifies switching Managed Service Providers (MSPs). If your current MSP lacks the necessary skills or knowledge to handle your company’s specific IT needs, it can lead to inefficient problem-solving, security vulnerabilities, and missed opportunities for technological advancement. As businesses increasingly rely on complex IT infrastructures, having an MSP with deep knowledge of your industry and expertise is essential for optimizing operations and staying ahead of the competition. If your provider can’t keep pace with the latest technologies or fails to offer strategic guidance, it may be time to move to an MSP that can offer the expertise your business requires.

Cost Concerns

Cost concerns are a significant factor when considering a change in Managed Service Providers (MSPs), especially as your company scales. Providers like AWS or Azure can offer powerful and scalable cloud solutions, but as your business grows, the associated costs can quickly escalate. What might have started as a cost-effective solution can become a financial burden, with charges piling up for storage, data transfer, and additional services that are essential for your expanding operations.

These rising costs can strain your IT budget, limiting your ability to invest in other critical areas of your business. Moreover, if your current MSP isn’t proactive in managing and optimizing these expenses, or if they fail to offer cost-saving alternatives, the financial impact can be even more pronounced. Switching to a provider that offers better cost management, transparency, and efficiency can help you regain control over your IT spending while still benefiting from the robust infrastructure that AWS or Azure provides.   Unexpected or continuously increasing costs can drive businesses to look for more cost-effective MSP options. So, transparency in pricing is essential.

Security Concerns

Security concerns are a paramount reason to consider switching your Managed Service Provider (MSP). In today’s landscape, where cyber threats are becoming increasingly sophisticated and frequent, the security of your IT infrastructure is non-negotiable. If your current MSP is not prioritizing security—whether by failing to implement strong cybersecurity measures, neglecting regular updates and patches, or lacking a proactive approach to threat detection and response—your business is at significant risk.

A breach can lead to devastating consequences, including data loss, regulatory penalties, and damage to your company’s reputation. Additionally, if your MSP does not have a clear disaster recovery plan or lacks expertise in handling security incidents, you may face prolonged downtime and costly recovery processes. Trusting an MSP that takes security seriously, continuously monitors threats, and stays ahead of the latest cybersecurity trends is crucial for safeguarding your business. If your current provider falls short in these areas, it’s a clear signal that it may be time to get a new MSP and a more security-focused partner.

Inflexibility

Is your current MSP flexible?  Do they provide agility?  Are they able to grow with, or contract with, your business?  A lack of flexibility in terms of services offered or the ability to scale services, up or down as needed, can be a significant drawback.  Inflexibility in your Managed Service Provider (MSP) can be a significant drawback, especially as your business evolves and your IT needs change. If your MSP is rigid in their offerings, unwilling to customize solutions, or slow to adapt to your business’s unique requirements, it can stifle growth and innovation. An inflexible MSP might force you into standardized packages that don’t align with your specific needs, leading to inefficiencies, wasted resources, and missed opportunities for optimization.

Moreover, as your company scales or pivots, you need an MSP that can quickly adjust to new demands, whether it’s integrating new technologies, expanding services, or scaling down certain resources during slower periods. A provider who can’t or won’t offer this level of flexibility can become more of a hindrance than a help, making it essential to consider switching to an MSP that is more responsive and adaptable to your business’s dynamic needs.

Communication Issues

Poor communication, including difficulties in reaching support, lack of proactive updates, or language barriers, can frustrate clients and lead to a change in Managed Service Providers. When communication breaks down, it often leads to misunderstandings, delayed responses, and unresolved issues, all of which can disrupt your business operations. An MSP that fails to provide clear, consistent, and timely updates leaves you in the dark about the status of your IT environment, making it difficult to make informed decisions or address urgent concerns.

Moreover, if your MSP doesn’t take the time to understand your business goals or listen to your feedback, it’s unlikely they’ll deliver the tailored support your organization needs. Effective communication is the foundation of a strong partnership, and without it, even the most technically capable MSP will struggle to meet your expectations. If your current provider is consistently unresponsive, unclear, or difficult to reach, it may be time to find an MSP that prioritizes open, transparent communication.

If your MSP help desk is oversees, the communication challenges can be compounded for U.S. based employees and clients.  Language barriers and time zone differences further compound these issues.  Conscious Networks provides a U.S. based help desk to provide the highest level of service to our clients.

Downtime and Reliability

Downtime and reliability are critical factors in deciding whether to switch your Managed Service Provider (MSP). Frequent or prolonged downtime can severely disrupt your business operations, leading to lost revenue, decreased productivity, and potential damage to your brand’s reputation. An unreliable MSP that fails to maintain system uptime, or lacks a robust plan for minimizing outages, can undermine your company’s ability to deliver consistent services to your customers.

In today’s competitive environment, where every minute of downtime can have significant financial and operational impacts, you need an MSP that prioritizes reliability and has a proven track record of maintaining high availability. If your current provider struggles to keep your systems online or fails to address issues promptly and effectively, it’s a clear sign that you should consider transitioning to an MSP with a stronger focus on uptime and reliability. Your business’s success depends on having IT systems that are dependable, and an MSP that can’t ensure this is a risk not worth taking.

Compliance Requirements

Businesses operating in regulated industries may need an MSP that understands and can meet compliance requirements, such as HIPAA, GDPR, or industry-specific standards.   Compliance requirements play a crucial role when choosing a new Managed Service Provider (MSP), especially in industries where regulatory standards are stringent. Your MSP must not only understand the specific compliance obligations your business faces, but also have the expertise and systems in place to help you meet these requirements consistently. A failure to comply with these regulations can lead to severe penalties, legal liabilities, and loss of customer trust.

If your current MSP lacks a deep understanding of your compliance needs or fails to implement the necessary safeguards and audits, your business is at risk. When evaluating a new MSP, it’s essential to ensure they have a proven track record in managing compliance, offering proactive monitoring, and providing thorough documentation to demonstrate adherence to regulatory standards. An MSP that prioritizes compliance will not only protect your business from legal risks but also give you peace of mind that your IT environment is secure and aligned with industry regulations.

Cultural Misalignment

If the MSP’s company culture and values do not align with the business owner’s expectations and values, it can lead to dissatisfaction and a desire to switch providers.

Technological Advancements

The rapid pace of technological advancements means that businesses may seek an MSP that can offer more up-to-date and innovative solutions to stay competitive.  Some MSP providers do not provide ongoing training to their team members and therefore, are not up-to-date on the latest technologies.  A business can quickly outgrow the MSP relationship in cases like this.

Ultimately, the decision to change an MSP should be based on a thorough assessment of the current provider’s performance and the business’s evolving needs. It’s crucial to conduct due diligence when selecting a new MSP to ensure they can meet your specific requirements and provide a better overall experience.

Download our free checklist for the Top 10 list of questions you will want to ask when choosing a Managed Service Provider.