In this guide 9 sections
- What a managed service provider does
- Step 1: Know your business needs before you ask
- Step 2: Key questions to ask every provider
- Step 3: Evaluation criteria for a reliable MSP
- Step 4: What a fair contract looks like
- Red flags when evaluating providers
- Compare quotes side by side
- Where Static Computers fits
- Questions
To choose the right managed service provider, compare potential providers on four things: what's actually included in the monthly fee, how fast they respond (written into service level agreements), how they handle cyber security, and how easy it is to leave. Transparent pricing matters more than the headline price, because two quotes at the same per-user rate can cover very different services. Use the key questions below with every managed service provider (MSP) you talk to, including us.
What a managed service provider does
A managed service provider runs your IT services for a regular fee: technical support for staff, proactive monitoring and proactive maintenance of your IT infrastructure, cyber security, backups and disaster recovery, cloud services, and strategic planning. A quality managed service provider takes day to day operations off your plate so your team can focus on core business objectives. The best become a long term partner and strategic partner, not just a helpdesk.
Step 1: Know your business needs before you ask
Write down, on one page:
- How many staff and devices you have, and where they work.
- The software you rely on to trade, and who supports it now.
- Your pain points: what went wrong in the last year and what it cost you.
- Your business goals for the next two to three years, such as new offices, hiring or a cloud migration.
- Any obligations: regulatory compliance, client contracts, cyber insurance, government tenders.
Potential providers can then quote on the same basis, which makes comparing providers far easier and means fewer surprises later.
Step 2: Key questions to ask every provider
Services and transparent pricing
- What exactly is included per user per month, and what is billed extra? Ask for the exclusions list to spot hidden costs.
- Are onsite visits included? After-hours support? Projects such as new starters, office moves or cloud migration?
- Are security tools (endpoint detection and response, email filtering, backup) included or separate?
- What's the onboarding fee, and what does onboarding include?
Support model and response times 5. What are your response times and resolution times by priority, in the service level agreements? 6. Who answers the phone: a local engineer or a call centre? Where is your team based? 7. Will we have a named account manager or lead engineer? 8. How do you report on service quality and what you've done each month?
Cyber security and data 9. How do you secure your own access to our systems? Providers hold keys to many businesses, so they are a target for data breaches. 10. Which framework do you use to measure our security posture? In Australia, the Essential Eight. 11. How do you protect sensitive data, and how often do you test backups by actually restoring data? 12. How do you monitor for potential threats: endpoint detection, intrusion detection systems, email security?
Track record and fit 13. Can you provide references from businesses like ours? Look for a proven track record and proven experience in your industry. 14. What does strategic guidance look like: regular reviews, a technology roadmap, budgeting? 15. How do you keep up with new technologies and technological advancements?
Leaving 16. What is the contract term and notice period? 17. If we leave, what do we get: passwords, documentation, admin access? Is that in writing? 18. Who owns the licences and the documentation?
Step 3: Evaluation criteria for a reliable MSP
| Evaluation criteria | What good looks like |
|---|---|
| Transparent pricing | Per-user price with a written list of inclusions and exclusions |
| Response times | Written into service level agreements, by priority |
| Cyber security | A named framework, security tools included, backups tested |
| Support model | Local engineers, a named contact, clear escalation |
| Strategic planning | Regular reviews and a technology roadmap tied to your business objectives |
| Track record | References from similar businesses |
| Communication style | Plain English, regular reporting, easy to reach |
| Exit terms | Short notice period, documented handover |
Step 4: What a fair contract looks like
- A term you're comfortable with, and a notice period of no more than 30–90 days.
- Response times per priority level written into the agreement.
- A clear list of what's included and excluded.
- An offboarding clause that hands over credentials, documentation and admin rights.
- You own your Microsoft 365 tenant and domain names, not the provider.
Red flags when evaluating providers
- A price well under other quotes with no clear exclusions. A much lower figure usually means security, backup or after-hours cover has been left out.
- No written response times.
- The provider owns your domain, Microsoft 365 tenant or admin accounts.
- Long lock-in terms with automatic renewal and no exit clause.
- They can't explain how they'd measure your cyber risk.
Compare quotes side by side
| Provider A | Provider B | Provider C | |
|---|---|---|---|
| Price per user per month | |||
| Onboarding fee | |||
| Security tools included | |||
| Onsite visits included | |||
| Priority 1 response time | |||
| Contract term / notice | |||
| Offboarding in writing |
Where Static Computers fits
Static Computers is a Sydney managed service provider working with small and medium businesses since 2006. We're happy to answer every question on this list in writing. See how Static prices or book a complimentary IT review.