How to Hold Your IT Provider Accountable

Are You Getting What You Pay For?

Outsourcing IT services to a Managed Service Provider (MSP) can be a game-changer for businesses. It can save time, reduce costs, and give you access to expert support.

However, not all MSPs deliver on their promises. If you’ve ever felt like your IT provider isn’t meeting expectations, you’re not alone.

The key to getting the most out of your MSP is holding them accountable. But how do you do that? In this guide, we’ll break it down in simple terms so you can take control of your IT service provider relationship. Plus, we’ll show you how MSP Align can help you ensure you're getting the best IT services at the best price while saving you time and mitigating risks.

1. Define Clear Expectations from the Start

Before you even sign a contract with an MSP, you need to set clear expectations. This includes:

• Service Level Agreements (SLAs): These are agreements that define the level of service you expect, such as response times, uptime guarantees, and issue resolution timelines.

• Scope of Services: Make sure your contract clearly outlines what services the MSP is responsible for and what falls outside their scope.

• Performance Metrics: Set specific benchmarks that your MSP should meet, such as system uptime, ticket resolution time, or security response protocols.

If you don’t define expectations early, it becomes difficult to hold your provider accountable later. MSP Align helps businesses navigate this process, ensuring that contracts are structured in a way that protects your interests and guarantees service quality.

2. Monitor Performance Regularly

Many businesses sign a contract with an MSP and assume they’ll take care of everything. That’s a HUGE mistake. If you’re not monitoring their performance, you won’t know if they’re actually delivering value.

Ways to monitor performance include:

• Regular Reports: Your MSP should provide detailed reports on system performance, security incidents, resolved issues and so much more.

• Tracking Response Times: If your MSP promises a 4-hour response time, are they actually meeting that?

• User Feedback: Are your employees satisfied with the support they’re receiving? If there are frequent complaints, it’s a sign that your MSP may not be performing well.

MSP Align provides expert oversight and analysis to ensure that your provider is meeting industry standards. We help you track performance metrics and identify red flags before they become major issues.

3. Hold Regular Meetings with Your MSP

Set up recurring meetings with your IT service provider to review their performance. These don’t have to be long, but they should be structured to cover key topics such as:

• Issues that have been resolved

• Ongoing concerns

• Process improvements

• Upcoming technology needs

• Any gaps in service

This keeps your provider accountable and ensures they are aligned with your business needs. MSP Align can facilitate these meetings, ensuring that discussions stay productive and result in real improvements.

4. Demand Transparency

A good IT service provider should be transparent about their work. If they’re hesitant to share information or provide vague answers, that’s a red flag.

Ask for:

• Detailed invoices showing exactly what you’re paying for.

• Access to system monitoring tools so you can see real-time performance data.

• Incident reports that explain what went wrong and how it was fixed.

If your MSP isn’t being upfront, they may be hiding inefficiencies or overcharging you. MSP Align helps you decipher these reports and invoices to ensure you’re only paying for what you actually need and use.

5. Compare Your MSP’s Performance Against Industry Standards

How do you know if your MSP is performing well? Compare their service to industry benchmarks. Things like response time, uptime percentages, and cybersecurity protections should align with best practices.

At MSP Align, we help businesses compare IT service providers to ensure they’re getting the best value. If your provider isn’t meeting industry standards, it might be time to renegotiate or switch providers.

6. Use a Third-Party to Evaluate Your MSP

It’s easy for an MSP to tell you they’re doing a great job—but is that really true? Bringing in an independent expert can help you get an objective view of their performance.

MSP Align specializes in IT provider evaluation. We analyze performance, check for hidden fees, and ensure your provider is actually delivering what they promised. If they’re falling short, we help you negotiate better terms or find a provider that will meet your needs.

7. Enforce Contract Terms

If your MSP isn’t meeting their agreed-upon standards, hold them accountable by referring to your contract. Your contract should have clauses that outline penalties for failing to meet SLAs, as well as termination options if service remains poor.

If you’re unsure how to handle a breach of contract, MSP Align can help you navigate the process and ensure you get the service you’re paying for. Our expertise in contract negotiation ensures that providers are held accountable and that you get the best possible service for your investment.

8. Be Ready to Switch Providers if Necessary

Sometimes, despite your best efforts, an MSP just isn’t the right fit. If they consistently fail to meet expectations, don’t be afraid to make a change.

Signs it might be time to switch MSPs:

• Slow response times or unresolved issues

• Hidden fees or unexpected charges

• Poor communication

• Lack of proactive support

Finding a new MSP can be time-consuming, but MSP Align makes the process simple. We help businesses compare providers, negotiate contracts, and ensure a smooth transition to a better service partner.

Your service provider should be a valuable partner, not a source of frustration. By setting clear expectations, monitoring performance, and holding them accountable, you can ensure you’re getting the IT support your business needs.

At MSP Align, we take the stress out of managing IT service providers. Whether you need help negotiating a new contract, evaluating an existing provider, or finding a better IT solution, we’ve got you covered. Don’t let your MSP underdeliver—reach out to MSP Align today and take control of your IT services!