Use this framework to evaluate any IT provider:
1. Evaluate Response & Resolution Times
Response time is how quickly they acknowledge an issue.
Resolution time is how quickly they fix it.
What to look for:
- Response time: under 30 minutes
- Resolution time: under 1 hour
Many providers only advertise response time—not resolution.
2. Understand What’s Included (Avoid Hidden Fees)
Not all MSPs structure their pricing the same way.
Look for:
- Truly unlimited support
- No per-ticket billing
- Clear scope of services
Red flag: surprise charges for basic support.
3. Assess Proactive vs Reactive Support
The biggest difference between MSPs is whether they:
- Prevent problems
- Or just fix them after they happen
Proactive services should include:
- Continuous monitoring
- Patch management
- System optimization
4. Review Cybersecurity Capabilities
Cybersecurity should not be optional.
At minimum, your MSP should provide:
- Endpoint protection (EDR)
- Multi-factor authentication (MFA)
- Email security
- Backup and recovery
If security is an add-on, that’s a risk.
5. Check Track Record & Client Retention
This is one of the most overlooked factors.
Ask:
- How many clients do you support?
- How long do clients stay with you?
Long-term relationships = consistent service quality.
7 Questions You Should Ask Any MSP Before Signing
Use these in every sales conversation:
- What is your average response and resolution time?
- Is your support truly unlimited, or are there hidden fees?
- What cybersecurity protections are included?
- Do you provide proactive monitoring and maintenance?
- How do you prevent downtime?
- What happens after hours or during emergencies?
- Can you provide examples of long-term client relationships?
Red Flags to Avoid When Choosing an IT Provider
Watch for these warning signs:
- No clear response or resolution time guarantees
- Per-ticket or hourly billing models
- Reactive-only support
- Weak or unclear cybersecurity strategy
- Lack of long-term clients
These typically lead to higher costs and more downtime.
Cost vs Value: Why the Cheapest MSP Often Costs More
A lower monthly price doesn’t always mean lower total cost.
Example:
- 15 employees × $50/hour × 2 hours downtime = $1,500 lost in a single incident
Now multiply that across multiple issues per year.
Faster response and resolution times directly reduce:
- Downtime
- Lost productivity
- Employee frustration
Real Client Example
A 30-employee business was working with a reactive IT provider that often took several hours to respond and even longer to resolve issues.
After switching to a proactive MSP model:
- Response time dropped to under 25 minutes
- Resolution time dropped to under 30 minutes
- Downtime decreased significantly
- Employees were able to stay productive without long interruptions
Why Businesses Choose Information Management Systems (IMS)
- 36 active clients supported across the region
- Average response time under 25 minutes
- Average resolution time under 30 minutes
- Unlimited help desk support (no hidden fees)
- Proactive IT management (monitoring, patching, prevention)
- Cybersecurity-first approach
- Clients who have stayed with us for 30+ years
Trust Signals
- Focused on 10–50 employee SMBs
- Serving a 200-mile radius from Fargo, ND
- Proven long-term client relationships
- Consistent, measurable performance
Bottom Line
The right MSP doesn’t just fix problems—they prevent them, respond quickly, and protect your business from risk.
When evaluating providers, focus on:
- Speed (response + resolution)
- Transparency (no hidden fees)
- Proactive service
- Built-in cybersecurity
- Proven track record
Making the right choice can significantly reduce downtime, improve productivity, and support long-term business growth.
Want fast, reliable IT support for your business?
IMS supports 10–50 employee businesses with:
- 25-minute average response time
- 30-minute average resolution time
- Unlimited help desk (no hidden fees)
