Why Your MSP is Failing You (And What to Do About It)

Most business leaders don’t realize their MSP is failing them—until the day their network goes down, client data disappears, or a cyberattack makes it clear their “IT coverage” was mostly just lip service.

If your current IT partner feels more like an insurance policy than a performance engine, it’s time to take a closer look.

Here’s how to spot the red flags, measure what matters, and hold your MSP accountable to the standard your business deserves.

1. Red Flags You’re Stuck with a Reactive MSP

If your provider only responds when something breaks, you’re not working with a managed service provider—you’re stuck in a break-fix time loop.

Common signs your MSP is reactive (and underperforming):

• No 24/7 monitoring
  You’re the one reporting issues, not them.

• Recurring problems
  The same tickets come up again and again.

• No clear patching policy
  Updates are sporadic, if they happen at all.

• Security is surface-level
  MFA isn’t enforced, backup testing is MIA, and no one’s talking about your attack surface.

• No roadmap or strategy
  You're not having regular reviews, and your IT planning feels like guesswork.

This kind of IT support isn’t just frustrating, it’s dangerous. And it leaves you exposed when the stakes are highest.

2. What “Great” MSPs Actually Deliver

A high-performing MSP should feel like an extension of your leadership team—one that keeps your business running, protected, and aligned to your long-term goals. Here’s what excellence actually looks like:

Key Indicators of a World-Class MSP:

• Proactive Issue Resolution
  Problems are flagged and fixed before users notice.

• Detailed, Transparent Reporting
  You get monthly or quarterly reports on system health, ticket trends, patch compliance, and backup success rates.

• Strategic Input
  A dedicated vCIO works with you on budgeting, compliance, and scaling—so IT grows with your business.

• Security-First Mindset
  Everything—from firewall policy to employee onboarding—runs with security in mind.

• Service Consistency
  SLAs are met. Downtime is rare. Turnover on their team doesn’t affect your service quality.

3. Questions to Ask During Quarterly Reviews

If you’re not already having strategic reviews with your MSP, that’s your first red flag. If you are, make sure you’re not wasting the opportunity. Show up with these questions:

• “What risks are we currently exposed to?”
  They should be able to point to specific vulnerabilities, devices, or gaps.

• “What’s improved since last quarter?”
  Look for metrics—not vague reassurances.

• “What issues keep recurring?”
  Repetition means they’re not solving the root problem.

• “What are we doing to harden security proactively?”
  Great MSPs aren’t just reacting—they’re forecasting and defending.

• “What IT projects should be on our radar this year?”
  From replacing aging hardware to meeting new compliance standards, they should help drive your roadmap—not just respond to it.

The Bottom Line

If your MSP can’t clearly answer these questions, deliver metrics, or show measurable impact—you’ve outgrown them. Worse, they may be actively putting your business at risk.

Don’t wait for a crisis to confirm what your gut already suspects. Let’s Talk!