If you are evaluating IT support, knowing the right questions to ask your MSP (Managed Service Provider) can determine whether you gain a strategic partner or inherit unnecessary risk. Many organizations enter managed IT agreements without fully understanding service scope, cybersecurity standards, or long-term planning expectations. Asking the right questions to ask your MSP upfront helps protect your budget, security posture, and operational continuity.
Below are ten critical questions to ask your (or future) MSP, why they matter, and what answers should give you confidence or concern.
1. Questions to Ask Your MSP About Service Scope: What Is Included?
Why this matters:
Not all managed IT services agreements provide the same level of coverage. Some are proactive. Others are reactive.
Look for:
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Clearly defined service inclusions
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Written Service Level Agreements (SLAs)
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Proactive monitoring and patch management
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Regular reporting
Red flag: Vague descriptions like “general IT support.”
2. What Questions to Ask Your MSP About Cybersecurity Strategy?
Cybersecurity should be layered, strategic, and continuously monitored.
Look for:
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Endpoint detection and response
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Email security protections
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Multi-factor authentication (MFA)
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Vulnerability scanning
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Security awareness training
Red flag: Reliance on basic antivirus alone.
3. What Are Your Response and Resolution Times?
Why this matters:
Downtime impacts productivity, revenue, and public trust.
Look for:
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Defined response times
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Escalation procedures
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After-hours or 24/7 options
Red flag: No documented SLA commitments.
4. What Questions to Ask Your MSP About Backup and Disaster Recovery?
Backups are only valuable if recovery works when needed.
Look for:
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Regular backup testing
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Defined Recovery Time Objectives (RTO)
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Defined Recovery Point Objectives (RPO)
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Offsite or redundant storage
Red flag: No documented testing procedures.
5. How Do You Support Industry Compliance Requirements?
For government agencies and regulated industries, compliance is not optional.
Look for:
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Familiarity with relevant regulations
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Documentation support
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Audit preparation assistance
Red flag: Inexperience in your industry’s compliance landscape.
6. What Does Your Onboarding Process Include?
A structured onboarding process reduces transition risk.
Look for:
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Full network assessment
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Risk evaluation
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Documentation review
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Clear implementation timeline
Red flag: No formal onboarding framework.
7. What Questions to Ask Your MSP About Strategic IT Planning?
Managed services should extend beyond troubleshooting.
Look for:
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Quarterly business reviews
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Technology roadmaps
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Budget forecasting
Red flag: Entirely reactive support model.
8. How Do You Provide Visibility and Reporting?
Transparency builds accountability.
Look for:
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Monthly performance reports
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Security metrics
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Incident summaries
Red flag: Minimal documentation of activity.
9. Who Owns Our Data and Credentials?
Ownership clarity prevents future disputes.
Look for:
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Written data ownership clauses
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Shared access to documentation
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Secure credential management
Red flag: Hesitation to share access information.
10. What Happens If We Decide to Transition Away?
Professional MSPs plan for smooth transitions.
Look for:
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Defined offboarding support
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Documentation transfer process
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Reasonable contract terms
Red flag: Restrictive exit conditions.
Why These Questions to Ask Your MSP Matter
Technology environments are increasingly complex. Cyber threats continue to evolve, compliance standards tighten, and operational downtime becomes more costly. Asking the right questions to ask your MSP ensures you are selecting a provider that prioritizes proactive management, security, transparency, and long-term strategy.
A strong Managed Service Provider should welcome scrutiny. If they resist detailed discussion, that resistance may signal deeper concerns.
Final Thoughts
The decision to partner with a Managed Service Provider should be based on clarity, accountability, and long-term alignment. By using these structured questions to ask your MSP, organizations and government agencies can confidently evaluate whether their provider is truly positioned to support operational success and cybersecurity resilience.
If you would like an objective evaluation of your current managed IT services environment, our team at Capital Data Service, Inc. is available to help.
