As businesses increasingly rely on technology to drive productivity and growth, the role of Managed Service Providers (MSPs) has become more crucial than ever. However, not all MSPs are created equal, and selecting the right one requires careful consideration.   

Whether you’re reevaluating your current MSP or venturing into managed services for the first time, it’s essential to ask the right questions to ensure you’re making the best decision for your business. At CBIZ CompuData, we understand the significance of this decision, that’s why we’ve outlined three key questions you should ask any MSP you’re evaluating.  

1. What is MSP’s actual response time vs. your SLA?

When it comes to support, response time can make or break productivity. Service Level Agreements (SLAs) set contractual expectations for both you and your MSP as to how long you can expect to wait for a support ticket response. While SLAs are important, inquiring about the MSPs actual response time is equally important. When we’re speaking to prospective customers, this is the number one pain point they experience with their existing MSPs.   

For instance, if your SLA time is 4 hours, and you have an employee who simply needs help logging in due to a forgotten password, are you left waiting 4 hours? It’s important to inquire about the MSP’s support model, including availability, escalation procedures, and response times for different types of issues.  

At CBIZ CompuData, we prioritize swift issue resolution to keep your business running smoothly. We exceed contractual obligations by consistently outperforming SLAs, focusing on minimizing downtime and maximizing productivity.  

We break down our response process to ensure that customers receive timely assistance when an issue is reported. Our Tech Engagement metric, which measures the time it takes for a technician to begin working on a problem and contact the customer, showcases our commitment to proactive resolution. The table below outlines CBIZ CompuData’s contractual SLA obligation and actual Tech Engagement metrics (as of April 2024).  

Priority Level Contractual SLA Tech Engagement (in Min) 
P1 – Critical 30 Minutes 5 
P2 – High 2 Hour  16 
P3 – Normal 4 Hours 28.8 

As you can see, our Tech Engagement metrics at CBIZ CompuData consistently surpass contractual SLAs, reflecting our dedication to proactive issue resolution for customers. 

2. What does the MSP’s account management entail?

Beyond day-to-day support, understanding the MSP’s account management strategy is essential. By evaluating these practices, you can gauge their responsiveness to inquiries, issue resolution speed, and effectiveness of communication channels. A dedicated account manager should promptly address concerns and rectify issues, ensuring your needs are met efficiently. Strong account management anticipates potential problems and addresses them proactively. 

At CBIZ CompuData, every customer is assigned a dedicated account manager who serves as their primary point of contact. Our account management goes beyond mere reactive support; it’s about proactive auditing, health checks, and serving as your internal advocate. Whether you’re facing a technical issue, seeking advice on solutions, or addressing billing discrepancies, your account manager is just a call away.   

3. Does the MSP provide vCIO services? 

In addition to support and account management, a forward-thinking MSP should serve as a strategic partner, aligning your IT investments with broader business objectives. Look for MSPs offering Virtual Chief Information Officer (vCIO) services, providing expertise in technology leadership and strategic planning. How does the MSP help leverage technology to achieve your business objectives and future goals? Are they proactive in planning and forecasting? 

Strategic guidance and proactive planning are central to our approach at CBIZ CompuData. Our vCIO services offer tailored IT strategies to support long-term objectives, optimize opportunities, and maximize your return on technology investments.  We conduct thorough assessments to identify gaps, risks, and opportunities within your current IT landscape. From there, we will collaborate with you to develop a comprehensive roadmap that outlines strategic IT initiatives and milestones to support your future growth and success.  

Working with a Trusted Managed Service Provider 

By asking these essential questions, you gain valuable insights into an MSP’s capabilities and alignment with your business needs. Thoroughly evaluating potential providers will help you find a strategic partner dedicated to understanding your unique requirements and growth aspirations.

At CBIZ CompuData, we have a proven track record of delivering successful IT solutions to our customers. We work closely with organizations to assess their specific requirements, identify areas for improvement, and design tailored IT strategies that align with their objectives. Our team brings extensive experience and expertise, offering unparalleled service and support for your business. When you choose CBIZ CompuData as your MSP, you’re not just investing in technology; you’re investing in a partner who is committed to your growth.  

To learn more about how your business can leverage CBIZ CompuData’s strategic managed service solutions, email us!    

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Author: Drew Rosado

Drew Rosado is CBIZ CompuData’s Virtual Chief Information Officer (vCIO). Drew brings ten years of IT experience and extensive knowledge in the startup, development, and growth of various non-profits and small businesses. His background as a Technology Director/CIO gives Drew a unique perspective to provide IT strategy and planning to help companies excel. At CBIZ CompuData, Drew works closely with clients to support their growth initiatives by matching their business goals with a holistic technology solution.