For small and medium-sized business owners, figuring out how to choose a good IT provider can be very difficult, especially when tech isn’t you’re forte. It can become very tempting to choose a provider based on price alone, going by the old adage that “cheap is good.”

However, when you’re choosing an IT partner, you’re choosing a long-term partner who will protect your data, support your employees, and guide your technology strategy.

With this in mind, it’s important for business owners and decision makers to understand that not all IT providers operate in the same way. This makes it difficult to understand what is important to know and look for when choosing a Managed Service Provider (MSP).

To help, this quick guide breaks down 6 essentials so you can make a confident, informed decision (and ask some questions along the way).

Start With the Services You Actually Need

To begin, what essentials does your business actually need? Some places focus only on helpdesk or emergency calls. Others focus entirely on high-end cybersecurity tools. Others, like us at Marvel IT Services, offer a holistic approach with strategic guidance, data protection, and proactive monitoring. The right provider should offer a complete set of services that are designed to keep your business running smoothly.

When searching for a provider, look for one that includes:

• Reliable IT support during your business’ normal business hours
• Proactive monitoring and maintenance
• Cybersecurity essentials like Multi-Factor Authentication (MFA), endpoint protection, patching, and email security.
• Data backup and recovery planning
• Cloud management
• Vendor management for your business (internet, phones, line-of-business apps, etc.)

You shouldn’t have to juggle the priority of operating your business while juggling all the IT needs your business has.

Verify The IT Firm’s Cybersecurity Expertise

In today’s digital age, cybersecurity is a critical requirement of every business, no matter the size. A good IT partner should have a foundation of services built on cybersecurity, which will help to keep your business safe and secure.

To understand where a potential IT partner is, ask some questions of them like:

• What cybersecurity tools are included in your services and/or plans?
• Do you use Advanced Endpoint Detection (EDR)? [A good provider should answer yes!]
• How do you handle vulnerabilities, patching, and threat response?
• Do you offer employee security awareness training?

Cybersecurity is one of the biggest risks small businesses face today, and your business is no different. You need to ensure that your IT partner is ahead of threats, not behind them.

Understand Their Support Hours and Response Process

Seeing a provider has “24/7 support” is certainly a flashy and attractive claim, but flashy doesn’t mean great service. Your business needs a partner who delivers reliable, responsive help when your business is operating, not at times when your employees aren’t working.

When looking over a contract or proposal, make sure to check:

• Does the provider clearly define their support hours?
• What are their guaranteed response times during those support hours?
• Do you reach a live technician quickly?
• In what country does their helpdesk staff operate, both during and after regular business hours?
• Do they use a ticking system to prioritize and track issues?
• How do they communicate status updates?

Your business shouldn’t be left waiting or wondering when help will arrive, and your support calls should not be routed overseas during your regular business hours. Consistent, professional support during business hours is what your business needs, not those flashy promises that underdeliver.

Evaluate Their Approach to IT Strategy

Technology should not be reactive, waiting for problems to arise before finding a way to solve the problem. A good MSP will help your business create a technology plan and roadmap, not just put out fires as they start.

A good provider should:

• Conduct regular technology reviews
• Provider clear IT budgeting guidance
• Track hardware lifecycles and timely recommend replacements
• Understand your industry’s challenges and have solutions ready
• Build multi-year technology roadmaps

When it comes to strategic IT, a proper partner will reduce emergencies, stabilize costs, and help your business grow through the right IT infrastructure.

Look For Transparent, Predictable Pricing

Managed IT should simplify your budget, not complicate it. When talking with a potential IT provider, it’s important to learn and fully understand the provider’s pricing structure because some providers offer vague agreements that come with surprise fees.

To avoid these sketchy providers, look for providers that offer:

• Flat, predictable monthly pricing structures
• Clear documentation in what is included in a managed service agreement
• No hidden costs or surprised invoices

We often get the question, “Can’t we do a payment structure where you only bill us when we call you?” That is an option, but it’s a pretty bad one. Sure, it will look good for the budget when your employees aren’t calling, but there’s a whole host of issues that will crop up with this model. Just a few of the issues that come up with this are:

• Hourly rates for calls and in-person support differ, causing large bills when you inevitably call.
• Employees feel discouraged to call IT support because of cost, causing IT issues to slowly build up.
• No one is upkeeping things in the background, such as data protection, cybersecurity, or updates.
• When (not if) a problem arises and it becomes an emergency because you haven’t had ongoing support, the cost will be equivalent to or greater than the monthly cost of partnering with an MSP.

Financials and budgets need to stay in consideration when looking at an external IT solution, but ensure that you’re getting a great partner who will go above and beyond with no hidden fees.

Check Their Reputation and Local Presence

A trustworthy MSP should have a track record of helping businesses like yours within the community.

Consider asking:

• Do you serve a business similar to mine?
• Can I speak with a current client?
• How long have you supported businesses in this region?
• Do you have case studies and/or testimonials?

You want a partner who cares about your long-term success, not just acquiring the next contract. By investigating their references and reputation, you can get a better understanding of the work that they do and how they can help your business.

Parting Thoughts: Choosing the Right Partner

If you’ve read this far, we hope that you have a deeper understanding of how to find the right IT provider for you business. The right partner gives you reliable support, proactive monitoring, stronger security, and long-term guidance.

That’s what we offer at Marvel IT Services to each of our clients because we believe that when our clients succeed and grow, then we have succeeded. Moreover, we’re dedicated to offering our work and technology services at the prices quoted so our clients don’t get hit with surprise fees and unexpected bills.

If your business is looking for a reputable IT partner, give us a call and we’ll schedule a free technology consultation to discuss how we can help your business.