6 Signs it’s time to walk away from your current MSP

6 Signs it’s time to walk away from your current MSP


Businesses may partly or completely outsource the management of their IT infrastructure to a managed IT services provider (MSP) for a fixed monthly fee. Typically, the MSP handles everything from day-to-day IT tasks to cybersecurity to system upgrades, enabling businesses to focus on growth. In theory, this is a win-win situation; but sometimes, the MSP fails to meet the business’s needs and deliver the level of service and support they require.

Let’s explore the signs you aren’t getting what you’re paying for when it comes to your MSP, so you know when it’s time to walk away.

Red flags signaling the need for a change in MSPs

If you see the following indicators, better seek a new MSP to avoid underlying problems that may impact your business's operations and security.

1. Poor response times

This one is probably the most obvious sign that you need a new technology provider, and you’ll feel it when you’re sitting around waiting for support while your operations suffer. Remember: every minute your MSP makes you wait amounts to revenue lost. So if your provider consistently fails to respond promptly to support requests or takes too much time to resolve issues, find another who values your time and doesn’t jeopardize your operations.

2. Lack of proactive support

One of the primary benefits of partnering with an MSP is access to proactive support and maintenance services that help prevent IT issues before they occur. If you notice that your current MSP is consistently reacting to issues they didn’t see coming and not performing support and maintenance unless you ask, then they aren’t up to industry standards. You need an MSP that offers proactive monitoring and regular system updates to minimize the occurrence of IT issues related to downtime.

Read also: 7 Signs it’s time to outsource your tech to an MSP

3. Insufficient expertise and capabilities

As your business grows and the technology landscape changes, your IT will inevitably need to adapt to keep pace. If your current MSP has ever told you something along the lines of “We don’t do that” or “We don’t have the equipment or personnel to help with that,” then you need a more capable MSP. The best ones are always learning and growing so that when you come to them with a new problem, they already have the solution for you and know exactly how to leverage it to help you succeed.

4. Poor communication

If your current MSP exhibits poor communication practices, such as not giving timely or accurate updates on ongoing projects, you’re not getting the full value of your investment. Communication issues with your MSP can lead to confusion, misunderstandings, and mistakes, so look for one that prioritizes open communication and provides a dedicated account manager or client liaison to serve as your primary point of contact.

5. Lack of strategic guidance

Your MSP should be more than a support provider; they should be a partner guiding you to utilize technology to achieve your business objectives. If your current MSP fails to provide strategic guidance and can’t align your IT with your business goals, you’re getting the short end of the stick in the partnership. Look for an MSP that takes the time to understand your business objectives, challenges, and opportunities to provide tailored IT solutions and recommendations to support your long-term plans.

6. Hidden fees and unpredictable costs

Transparent and consistent pricing is essential for effective IT budget planning, and it’s one of the main draws of managed IT services. So if your current MSP imposes hidden fees, unexpected charges, or frequent price increases without prior notification, you’re likely going to experience unnecessary budgetary constraints and financial strain. Partner with an MSP that offers predictable costs with clearly defined service plans, preferably with flat-rate pricing or a pay-as-you-go model.

Partner with the right MSP your business deserves

Ready to ditch your underperforming MSP and get an IT partner that will deliver a high return on investment? Look no further than XBASE Technologies. We’ve been providing EXponentially Better™ IT services to businesses across a wide range of industries in Toronto since 1988, so you know you’re teaming up with a trusted and seasoned provider that can propel your business to success. Talk to an XBASE specialist today to get started.