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Updated November 24, 2025
Choosing a Managed Services Provider (MSP) isn’t just a technology decision. It’s a strategic partnership that impacts how secure, scalable, and innovative your business can be. With increasingly sophisticated cyber threats, AI-driven operations, and digital transformations happening, the right MSP does more than “keep the lights on.” They help you stay agile, compliant, and competitive without locking you in rigid, long-term contracts that aren’t in your best interests.
Before you sign on with any provider, take a step back. These 12 key questions will help you evaluate whether an MSP truly has your best interests, and your business’s future, at heart.
Some MSPs tie clients into 5–7-year agreements and require them to use the provider’s infrastructure, making it difficult to adjust if your business changes. Look for an MSP that earns your business through performance and flexibility, not restrictive contracts. Your IT partnership should scale with your needs instead of trapping you in theirs.
Cyber threats are more sophisticated than ever, and traditional perimeter security isn’t enough. Ask whether your MSP follows Zero Trust principles, regularly tests defenses, and provides layered security protection against internal and external threats. Bonus points if they proactively offer a tech assessment and tailored recommendations for your environment.
Today’s top MSPs use AI and machine learning to detect issues before they cause downtime, optimize network performance, and enhance security monitoring. Ask for examples of how they use AI or automation in their operations and how that translates into real-world benefits for you, like faster resolutions and fewer disruptions.
With hybrid work now the norm, your MSP must be able to deliver responsive service wherever your employees and data are located. Most issues can be resolved remotely but ensure the MSP can provide on-site help when needed and has tools to monitor and manage systems proactively.
A great MSP doesn’t just maintain systems - they help you move forward. Whether you’re planning a cloud migration, moving physical locations, or implementing AI-driven productivity tools, your MSP should have proven experience managing complex projects from planning to deployment.
Not all helpdesks are created equal. Clarify whether the helpdesk is in-house or outsourced, what time zones it covers, and if it’s staffed 24/7/365. You need a support model that fits your business operations, not theirs.
Every MSP should have a tested disaster recovery and business continuity plan. Ask about recovery time objectives (RTOs), recovery point objectives (RPOs), and how they ensure you can get back online quickly. Your provider should regularly test recovery processes and tailor plans to your specific risk profile.
With tightening regulations around privacy and data protection, compliance is no longer optional. Your MSP should understand frameworks like GLBA, HIPAA, GDPR, PCI, and NIST and then also help you implement strong data governance practices. Ask how they protect sensitive data, track access, and assist with audits or compliance reporting.
Your MSP must secure their own systems as well as yours. Request documentation of their privacy policy, employee access controls, and vendor management standards. Transparency here is non-negotiable.
Visibility builds trust. Your MSP should provide regular reports, insights, and recommendations instead of just reporting on closed tickets. Ask about their reporting cadence, performance dashboards, and how they keep you informed on service metrics and strategic opportunities. Bonus points if they offer a Technical Account Manager to support your organization.
An MSP familiar with your industry will already understand your compliance needs, risk profile, and technology landscape. Ask for examples or client references in your sector and pay attention to the questions they ask about your operations.
The best MSPs don’t just maintain your business but instead help accelerate it. Ask how they support digital transformation, integrate new technologies, and align IT strategy with your growth goals. You want a partner who can evolve with your business, not hold it back.
Choosing an MSP is about more than outsourcing IT. It’s about finding a trusted partner who helps your organization thrive securely and efficiently. The 12 questions we outlined will help you cut through the sales pitch and uncover who’s truly aligned with your business goals.
At Locknet Managed IT, we believe flexibility, transparency, and proactive support are the foundation of great partnerships. No long-term contracts. No forced infrastructure. Just reliable, forward-thinking service that helps you stay ahead.
