7 signs of a good MSP for Microsoft software solutions
According to Gartner, a Managed Services Provider (MSP is the acronym), is a company that offers “continuous, regular management, maintenance and support” of your IT or software. Managed Services Provider examples include but aren’t limited to backup and disaster recovery, cybersecurity, and data analysis and reporting. When we talk about managed services at Boyer, we’re referring to a proactive approach to maintaining and improving your Microsoft software solutions.
But what makes one MSP stand out above another? How do you spot a good Managed Services Provider to help you make the most of your investment in Microsoft software? Here are 7 signs:
A Good MSP Is Accessible and Proactive
1. Availability of support
Finding a MSP that offers the right level of availability can be a bit tricky. Do you need a partner who will offer support at night or on the weekends? If so, is that an extra cost? Keep in mind that MSPs who offer 24-hour care often farm out services to other countries to accommodate these additional hours of service. That should not affect the quality of support you receive if you choose the right provider.
2. Timely response to support requests
Beware of a support partner that promises resolution within hours every time. This is unrealistic. A competent MSP understands that some problems take time to unravel and fix.
Also be wary of choosing a provider who takes too long to respond to your initial sales request. If they can’t even respond to your desire to give them money, chances are high that they are too backlogged to support you in a timely manner.
When choosing your support provider, ask how they prioritize their support requests. A MSP with a well-developed system understands the difference between a minor issue and a major break — and will respond differently to the two.
3. Relationships matter
Sometimes a MSP might have great expertise in solving basic software issues but horrible customer service. If it’s obvious that your support partner is rushing your fix to get on to the next customer, it might be time to look for a new provider. A good MSP will follow up to make sure the problem has been fixed and any outstanding questions answered.
Similarly, if your managed services provider doesn’t take the time to understand how you operate, they’re going to have a hard time knowing what you really need. The best MSPs take a proactive approach, getting to know your systems before any issues arise.
When searching for a managed services and support provider, look for a partner that offers a regular meeting cadence in addition to support tickets. This shows they’re focused on your company’s ongoing software improvements.
That said, you may be tempted to start Googling “managed services providers near me.” But don’t let proximity be the final factor. Great MSPs are capable of providing exceptional managed services and support to clients all across the nation.
You Want a Managed Services Provider That Understands Your Business
4. Expertise and industry experience
This should go without saying, but unfortunately, not all support is at the same level. Choose a partner that you trust has the experience and skills to handle your company’s specific Microsoft software solutions. If your systems are simple, you might not require the same expertise that a larger, more complex company needs — and you shouldn’t have to pay for it either.
Industry experience is super helpful too. One partner might be better at solving issues in manufacturing-related software while another might have expertise tackling the complexities of a nonprofit-geared system. Ask your partner if they have consultants experienced in your industry who can be assigned to your account.
5. Focused on your needs
Beware of a MSP that pushes all kinds of stuff you don’t need. Top managed services providers will take the time to listen to you and respond directly to your issues and needs. They might think outside of the box, but they will not lead you down a completely unnecessary road simply to create busy work.
The Top MSP Companies Will Tailor Their Service Offering to Your Goals
6. Support priced to your needs
The lowest priced plan is not always the best — but neither is the highest. One who prices low might not have the experienced consultants you need to tackle your trickiest issues. One priced high might just be inflating their worth.
Choose a provider who offers a plan that most closely resembles the specific services and hours you require. If you don’t need or want a lot of fancy bells and whistles, don’t pay for it.
7. Flexible plans for managed services
A good MSP recognizes that no two clients are the same, and they will most likely have tiers of service and support to accommodate those differences. These might vary depending on the hours of assistance needed, the number of tickets requested, the complexity of your company’s operations and more. One size does not fit all so ask your MSP which plan — and at what level — they recommend you start.
If you’re looking for a new Managed Services Provider to help support your Microsoft software solutions, we can help. Set up an intro call with Boyer to see which of our managed services plans best aligns with your needs.
