Is It Time to Fire Your MSP? 5 Signs You’re Not Getting Reliable IT Support
When IT support consistently falls short – slow response times, the same old issues, a lack of accountability – it’s time to start looking for a new provider.
Over the past year, our sales team received more than 100 calls from small businesses frustrated (dare we say PO’d) with their current IT support. So that raises a simple question:
When is it actually time to break it off?
In this post, we’re breaking down 5 red flags, as well as what reliable IT support should look like. Take a look and decide for yourself – though we think the answer will be pretty clear.
Let’s get into it.
In Summary:
Small businesses typically leave their managed service providers when expectations aren’t met, and relationships break down.
Common reasons IT support fails include:
- Misleading or unpredictable pricing.
- Slow response times and unresolved issues.
- Frequent or major security incidents.
- Lack of understanding of the client environment.
- Poor accountability when things go wrong.
It’s critical that a small business set expectations early and understand the services provided by its MSP.
1. Unpredictable Prices
Today’s MSPs have (mostly) moved away from the old break-fix model – that’s when you pay for something only when it breaks – to a monthly service delivery model. On paper, this shift is designed to save clients money while keeping their computers and services in tip-top shape.
But not every MSP’s monthly model is the same.
Some MSPs charge differently for off-hours support, projects, onsite jobs, security software, and even cloud hosting – and that’s all on top of their monthly fee.
When those costs start adding in unpredictable and unexpected ways, that “reliable IT support” starts to break down.
The Answer: Flat-Rate Fees and Detailed Contracts
Reliable IT support means having a reliable price. Ask for a detailed breakdown of what’s covered upfront and in writing. If the details are vague or aren’t clarified, don’t sign that contract. Consider asking:
- What specific services are included – and what aren’t?
- Are onsite visits included, or billed separately?
- How is project work scoped and priced?
- Are there any additional fees (after-hours, emergency support, travel)?
The last place you want a surprise is on your invoice.
2. Slow Response Times
According to a survey conducted by MSPSuccess.com, out of 500 organizations, 90% listed response times as the most important quality they look for when choosing a provider that can deliver reliable IT support.
You shouldn’t have to wait around for your provider to get back to you. Tech issues are time sensitive, and when you or your employees can’t work effectively due to an issue, that’s wasted productivity at best and expensive downtime at worst.
When you’re the one doing the calling, you aren’t being supported. It’s as simple as that.
The Answer: Strong SLAs
Any MSP worth their salt will operate on strong, reliable service-level agreements (SLAs). SLAs outline expected services and responsibilities that an MSP owes its client. They typically outline metrics such as response times, escalation procedures, and compensation if such benchmarks aren’t met.
3. Consistent or Major Security Incidents
Nearly half of all cyber incidents target small businesses. That’s why you hire an MSP.
But if your company is constantly dealing with phishing emails – or worse, a ransomware incident – your MSP isn’t meeting expectations. Now you’re the one paying the price, after already paying their price.
That’s not to say security incidents never happen. Perfect security isn’t realistic. But incidents should be rare, contained, with as little disruption as possible.
The Answer: Security Certifications (and What Backs Them Up)
Nearly every MSP will tell you they have strong security, reliable backups, and 24/7 support. That’s the baseline. But how do you tell who really knows their stuff?
Certifications.
Certifications like SOC 2 Type II, ISO/IEC 270001, or alignment with NIST Cybersecurity Framework show that an MSP knows what they’re talking about.
Beyond certifications, businesses should also ask:
- How are incidents handled and communicated?
- How is access controlled across systems and users?
- How often are security policies reviewed and updated?
Security is, above all, about limiting incidents, reacting properly when they do happen, and communicating throughout the process.
4. They Aren’t Familiar with Your Company
Some MSPs never take the time to learn about your business or your people. When that happens, every support request turns into a repeat explanation of your setup and issue, while hoping the next technician you’re connected with doesn’t start from scratch.
Reliable IT support shouldn’t feel like Groundhog Day. When you call, the tech you’re connected with should already understand how your business operates and get right to solving your problem.
The Answer: Dedicated Teams or Pods
One way MSPs solve this is by assigning clients to small, dedicated teams of technicians called “pods.”
With a pod, you get a consistent, familiar group of technicians who:
- Know your systems and software.
- Understand your internal process.
- Recognize common issues right away.
Pods make support not just easier, but more consistent and a whole lot more familiar.
5. They Don’t Own Up to Their Failures
Even with the world’s best support, something is bound to go wrong. It could be small, like a forgotten ticket, or big, like a data breach, whatever it is, it’s your MSP’s job to make it right.
How your provider reacts during an incident or slip-up speaks volumes. If they’re constantly shifting the blame to your employees or making up excuses why services weren’t completed, that’s a massive red flag.
The Answer: Transparent Accountability
MSPs use highly detailed monitoring software to track computer health and security. This same software can and should be used for transparency alongside basic accountability.
That looks like this:
- Clear ticket tracking and follow-ups.
- Logged phone calls and voice mails.
- Escalation agreements (as detailed in the SLA) for when technicians need help.
- Regular reports and reviews that acknowledge issues and successes.
You should be able to ask your MSP why something went wrong and not just get an answer, but a detailed explanation backed by records.
Anything short of that just isn’t acceptable.
The 20 MSP Gets IT Support
We know these signs because these are the exact problems people come to us with. There are also some of the mistakes we’ve made ourselves (and fixed).
That’s why we’ve built our systems around what works. The 20 MSP is made up of dozens of MSPs that have joined forces, building upon decades of industry experience.
At The 20 MSP, 93% of calls are answered instantly, while the rest receive a response in under 15 minutes. That’s backed by true 24/7/365 support with a full off-hours team, not just an on-call tech. No clients are left hanging; no tickets go stale. And we set those expectations before any pen ever hits paper.
We support all that with security practices aligned with SOC 2 Type II, and dedicated “pods” that get to know your business – all delivered at a flat, predictable monthly rate with zero surprises.
If you want strong, reliable IT support that can prove it, we’d be happy to chat details.
FAQ: Is It Time to Fire Your MSP?
How do I know if it’s time to switch MSPs?
If the same issues keep happening, be it slow response times, repeated issues, or lack of accountability, and there’s no plan to fix them, that isn’t reliable IT support, and it’s time to start looking elsewhere.
Is it normal to have IT issues with an MSP?
Yes. No MSP is perfect. The difference is in how often issues happen and how quickly they’re resolved without disrupting your day-to-day.
What is considered a good response time?
It depends on the severity of the request, but you should receive confirmation within at least 15-20 minutes that your ticket has been received and is being worked on.
Why do the same IT issues keep coming back?
Some issues are bound to return, such as low drive space or a slow internet speed. But if they’re happening every day or every week, the root cause isn’t being addressed. A good MSP will fix the causes, not just the symptoms.
What matters the most when choosing a new MSP?
Consistency and trust. Clear pricing, strong SLAs, and technicians who take the time to understand your environment are all signs of a good fit.
How hard is it to switch MSPs?
Not as hard as you’d think. MSPs typically coordinate directly when handing off clients to minimize disruption. In many cases, you can judge the quality of an MSP by how smoothly they make the transition.
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About The 20 MSP
As a leading provider of managed IT services, The 20 MSP serves thousands of businesses nationwide, providing each one with white-glove service, secure and streamlined IT infrastructure, and 24/7/365 support. We believe in building lasting relationships with clients founded on trust, communication, and the delivery of high-value services for a fair and predictable price. Our clients’ success is our success, and we are committed to helping each and every organization we serve leverage technology to secure a competitive advantage and achieve new growth.
