Not sure if your current IT provider is doing a good job? After 25 years in the managed IT business in New Jersey, we know what good looks like, and we know what the warning signs are that it is time to make a change.
The 10 Questions to Ask
1. What is our average ticket resolution time? A good MSP resolves most issues within 2-4 hours. If your average is measured in days, that is a problem.
2. How often do we experience unplanned downtime? If you are experiencing outages more than once a month, your infrastructure needs attention.
3. When was our last security assessment? If the answer is "never" or "more than a year ago," your provider is not prioritizing security.
4. Do we have a documented disaster recovery plan? Your provider should have this documented, tested, and updated annually. If they cannot show it to you, it does not exist.
5. What is our patch management schedule? Critical patches should be applied within 72 hours. Monthly patching for everything else is the minimum standard.
6. Are we paying for services we do not use? Review your contract line by line. Many businesses pay for monitoring, backup, or security tools that are not actually deployed.
7. How proactive is our IT provider? A reactive IT provider only calls when things break. A proactive one calls to recommend improvements, flag potential issues, and plan for the future.
8. Do they understand our industry? If you are in healthcare, your IT provider should know HIPAA. If you are a defense contractor, they should know CMMC. Generic IT support is not enough for regulated industries.
9. When was our last technology roadmap review? Your provider should meet with you quarterly to discuss your IT strategy, upcoming needs, and technology refresh plans.
10. Are they available when we need them? Ask specifically what "support" means after hours. Is it 24/7 monitoring with emergency escalation, or fully staffed round-the-clock help desk? Know exactly what you're getting.
Red flag: If your IT provider gets defensive when you ask these questions or cannot provide clear answers, that tells you everything you need to know. A confident, competent provider welcomes accountability.
If you are considering a change, we offer a free, no-obligation IT assessment for businesses in New Jersey. We will review your current setup, identify gaps, and give you an honest assessment of where you stand. Learn more about our managed IT services.
How often should we review our IT provider's performance?
At minimum quarterly. A formal annual review with documented metrics is best practice. Your provider should be proactively sharing these numbers with you.