If you've ever felt like your Managed Service Provider (MSP)
treats your business like "just another ticket," you're not alone. Many
Mid-Atlantic business owners end up stuck with slow response times, vague
updates, and recurring IT issues that never seem to get resolved.
But here's the good news: you can hold your MSP
accountable. A quick audit (and the checklist below) will show you whether
you're getting the value, security, and responsiveness you're paying for, or if
it's time to make a change.
Why Audit Your MSP in the First Place?
Technology is the backbone of your business. When IT support
drops the ball, you risk:
- Downtime
that halts operations
- Frustrated
staff and missed deadlines
- Security
gaps and increased ransomware risk
- Failed
compliance requirements (HIPAA, PCI, FTC)
- Wasted
money on a provider that isn't delivering
Your MSP should be a proactive partner, not a
reactive vendor. So let's start auditing.
Your MSP Accountability Checklist
1. Response Times: Do They Actually Show Up When You Need Them?
This is the first, and easiest, indicator of a quality MSP.
Ask yourself:
- How
long does it take to get a response after opening a ticket?
- Can
they support you outside regular business hours?
- Do
they offer on-site help when needed? How fast?
A reliable MSP responds quickly, communicates clearly, and
doesn't leave you waiting hours (or days) for help.
If you're constantly following up for updates, that's a
major red flag.
What good looks like:
Hyper-responsive support, 24/7 availability, and a local technician who can be
on-site within about an hour, exactly how Solve Ltd. operates for businesses
across the DMV area.
2. Proactive Monitoring: Are They Preventing Problems, or Just Putting Out Fires?
Most MSP complaints come from one issue: reactive service.
Your provider should be:
- Monitoring
your network 24/7
- Identifying
vulnerabilities before they turn into problems
- Applying
regular patches and updates
- Flagging
unusual activity
- Advising
you about upcoming risks (not after something breaks)
If your MSP only contacts you when something goes wrong,
they're not doing their job.
What good looks like:
Proactive alerts, monthly health checks, and a clear plan to keep systems
healthy.
3. Cybersecurity: Are They Protecting Your Money and Data?
Cyberattacks in the Mid-Atlantic region continue to grow, especially
ransomware and phishing scams. Every business, from a 10-employee office to a
100-person healthcare practice, needs strong cybersecurity.
Your MSP audit should include:
- Do
they provide multi-layered security (firewalls, MFA, endpoint protection)?
- Are
they monitoring for ransomware and suspicious login attempts?
- Do
they offer employee cybersecurity training?
- Do
they perform regular vulnerability scans?
- Are
they talking to you about compliance (HIPAA, PCI, FTC)?
If your MSP isn't bringing cybersecurity to the forefront,
your business is exposed and they're not doing their job.
What good looks like:
A proactive cybersecurity plan, regular training, and a team certified in
compliance requirements.
4. Strategic Guidance: Are They Giving You a Plan—or Just Fixing Tickets?
You deserve a partner who helps your business grow, not one
who simply "keeps the lights on."
Ask yourself:
- Does
my MSP provide annual or quarterly IT planning sessions?
- Do
they help forecast hardware replacement, licensing, and budgeting?
- Do
they explain things clearly without jargon?
- Do
they understand my industry (healthcare, construction, property
management, etc.)?
A great MSP will help you make long-term decisions, not
surprise you with outdated equipment and unexpected costs.
What good looks like:
Clear, jargon-free communication and a tailored IT roadmap that fits your goals
and compliance needs.
5. Transparency: Can They Show You Exactly What You're Paying For?
Every MSP promises "comprehensive support." But what
does that actually include?
Your audit should answer:
- Are
your backups running successfully?
- Are
patches and updates being applied?
- Are
security tools configured correctly?
- Is
there documentation of your network?
- Are
you getting regular reporting?
If your MSP can't provide documentation, clear reporting, or
proof of work, it's time to hold them accountable.
What good looks like:
Clear reports, shared documentation, and full visibility into your IT
environment.
6. Local Availability: Do They Actually Have People Nearby?
When an issue requires on-site help, location matters.
If your MSP's team is out of state, or outsourced overseas, you
may be stuck with long delays, time zone issues, and technicians who don't know
your business.
What good looks like:
A local, dedicated team with engineers within about 15-20 miles who can get
on-site quickly.
Signs Your MSP Isn't Holding Up Their End
If any of these feel familiar, your current provider may not
be serving you well:
- You
feel like you're constantly repeating yourself
- Tickets
linger without clear updates
- You
experience the same IT problems over and over
- You're
worried about security but aren't getting answers
- You're
unsure what your MSP actually does each month
- You
feel like a low priority
An MSP should make your business feel secure, supported, and
confident, not frustrated or ignored.
What to Do If Your MSP Fails the Audit
If your provider doesn't pass this checklist, it's time to
explore other options.
At Solve Ltd., we help Mid-Atlantic businesses stop
feeling like a non-priority and start getting:
- Hyper-responsive,
24/7 support
- A
dedicated local team—never outsourced
- A
tailored IT strategy
- Proactive
cybersecurity and monitoring
- Clear,
jargon-free communication
- A
satisfaction guarantee
You deserve an IT partner, not a vendor.
Ready for a Better MSP Experience?
If your current provider isn't delivering the responsiveness
or security your business needs, let's talk.
We'll review your IT needs, identify gaps, and help you
determine whether your MSP is truly supporting your business—or holding it
back.
Click Here or give us a call at 703-879-2070 to Book a FREE 15-Minute Discovery Call
