(February 26, 2024) The decision to partner with a managed services provider (MSP) typically comes with high expectations. Managing, maintaining, securing, and updating today’s complex IT environment is a 24×7 job that few small to midsize organizations can handle in-house. Organizations rely upon MSPs to ensure that their IT environments deliver the highest level of performance to maximize productivity and employee satisfaction.
The relationship can quickly go south if the MSP isn’t meeting expectations. Performance levels fail to meet minimum requirements or support response times are slow. You are charged extra for services you thought were included. The process for addressing disputes is inadequate, and many issues remain unresolved. Your account manager is slow to return your calls or emails.
In many cases, organizations become victims of their success, growing at a rate that the MSP cannot handle. Or the MSP may not have the right technological skills to deliver the needed services as market conditions and business objectives change.
Lessons Learned
Recognizing one or more problems with an MSP is one thing. Taking action to find a new MSP is something completely different. Because MSP services are so tightly integrated with day-to-day operations, making a change can seem like a monumental leap.
Instead of staying with an MSP that isn’t meeting expectations or delivering on promises, use the lessons learned from this experience to help you find a better provider. Was the problem technical? Was it a lack of flexibility or inadequate resources to support your growing needs? Was it an unwillingness or inability to work together? Was it a power struggle? Address previous issues directly when interviewing prospective MSPs.
Making the Transition
A quality MSP will invest time in understanding your IT environment, operational processes, staff responsibilities, and vendor agreements. This will allow the MSP to prioritize critical issues and applications, create a timeline, implement new systems without disrupting business operations, and establish key performance indicators for measuring progress. The MSP should also explain what’s included in the agreement and what isn’t.
Test the responsiveness and communication of all prospective MSPs. Create a hypothetical issue and determine how it would be resolved, by whom, and how quickly. Go through the usual vetting process of seeking proof of the MSP’s technical expertise, speaking with other customers of the MSP, requesting samples of agreements and performance reports, and making sure the MSP offers the specific services and analytics your organization requires.
Conclusion
Your relationship with your MSP is just like any other business relationship. If one side isn’t living up to their end of the agreement, it can create serious operational challenges within your organization. If the issues with your current MSP go beyond simple miscommunication, contact us to learn how Mainstream can help you make the change and move your organization forward.
ABOUT MAINSTREAM TECHNOLOGIES
Mainstream Technologies delivers a full range of technology services in Arkansas and the surrounding region including managed technology services and consulting, custom software development, and cybersecurity services. We also offer industry-leading data center services in our Little Rock facilities. Established in 1996, Mainstream has earned a reputation for delivering quality, reliable, and professional technology services for public and private-sector customers across the United States.
Jeff Pracht
IT Business Development Manager
(479) 715-8629 Office
(501) 529-0008 Mobile
