Break Up With Your MSP: 6 Signs It's Time For A Tech Relationship Reset

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1. Service Breakdown:

If the services your MSP provides are no longer satisfactory for your business, it’s a clear indicator that it’s time to move on. This could manifest as:

• Failure to Meet Service Level Agreements (SLAs): Your MSP consistently falls short of the agreed-upon response times or resolution targets. This includes your staff waiting days for a response from the help desk and the same issues popping up repeatedly.  
• Unaddressed Major Outages: When critical issues occur, and your MSP is unaware or fails to prevent them, they are reactive, and their support teams lack the expertise to resolve major issues quickly.  

Don’t wait until there’s serious harm to your business costing staff productivity—consider switching if you experience service breakdowns.

2. Communication Breakdown:

Effective communication is the cornerstone of any successful relationship. If your MSP lacks clear communication channels or responsiveness, it’s a red flag. Signs include:

• Inaccessible Support Channels: Difficulty reaching the Help Desk, Account Manager, or Client Manager.
• Lack of Regular Updates: Infrequent communication about service delivery, reporting, or overall health.

A good MSP ensures that communication runs both ways and that your needs are always a priority.

3. Staff Turnover and Shifting Support:

• Frequent Staff Changes: If you notice a revolving door of technicians at your MSP, it can disrupt service continuity. High staff turnover may lead to inconsistent support quality and a lack of familiarity with your business.
• Support Relocation: Some MSPs are consolidating due to mergers and acquisitions (M&A). As a result, support centers may shift to different states or even overseas. This can impact response times and communication.

Ask Questions: Inquire about staff stability and the location of support teams. Ensure that your MSP’s personnel are knowledgeable, accessible, and aligned with your business needs.

4. Lacking Cybersecurity & Backup Plans:

Cybersecurity threats are ever evolving. If your current MSP isn’t proactive about security and data protection, it’s time to reconsider. Signs include:

• Outdated Security Measures: Lack of regular security assessments, patch management, or vulnerability scanning.
• Inadequate Backup and Disaster Recovery Plans: Insufficient protection against data loss or system failures.

Your business deserves robust cybersecurity practices and reliable backup solutions. Your MSP should be proactive when addressing security risks and very responsive when a threat is identified.  

5. You’ve Outgrown Them:

As your business grows, your IT needs evolve. If your current MSP can’t keep up, it’s a sign to explore other options. Consider:

• Scalability: Is your MSP equipped to handle your expanding operations?
• Strategic Alignment: Does your MSP align with your long-term business goals?

Don’t let your growth be hindered by an MSP that can’t adapt.

6. Lack of Strategic Guidance:

Beyond day-to-day support, a valuable MSP provides strategic insights. Signs that your current MSP falls short include:

• Reactive vs. Proactive Approach: Are they merely fixing issues or actively advising on technology roadmaps?
• Business Alignment: Does your MSP understand your industry and tailor solutions accordingly?

Seek an MSP that acts as a true partner, helping you navigate technology for business success.

Remember, switching MSPs can be challenging, but it’s essential for your business’s health. Evaluate potential new MSPs thoroughly, ask the right questions, and ensure they align with your vision.  

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