Choosing the right Managed Service Provider (MSP) is a critical decision for any business. The right partner can streamline operations, improve security, and provide the technology support your team needs to grow. The wrong one? It can cost you time, money, and even your reputation.
At TotalBC, we believe that businesses deserve transparency and expertise, not sales pressure. That's why we're sharing the 12 most important questions to ask any MSP before signing on the dotted line. These questions will help you evaluate providers more effectively, avoid costly surprises, and make a smart investment in your business's future.
Whether you choose TotalBC or another provider, these questions will ensure you're choosing a managed IT services partner that truly fits your needs.
1. What's Included in the Monthly Fee—and What's Not?
Many MSPs advertise low rates, but only cover basic monitoring or helpdesk services. Ask for a detailed breakdown of what's included (and excluded). Does the price cover after-hours support, cybersecurity tools, backups, or cloud services?
At TotalBC, we're up front about pricing. No hidden fees, no surprises.
2. How Do You Handle After-Hours or Emergency Support?
IT problems don't follow a 9-to-5 schedule. Find out if your provider offers 24/7 monitoring and emergency response—and what it will cost you if something goes wrong at midnight.
TotalBC provides 24/7 support with guaranteed response times. Your downtime is our problem.
3. What's Your Response Time for Support Tickets?
Downtime is money. You need a provider who responds quickly and resolves issues efficiently. Ask about average response and resolution times—and how those times are tracked and reported.
Our SLAs at TotalBC include defined response times and full transparency.
4. What's Your Onboarding Process Like?
Switching MSPs or moving from internal IT can feel overwhelming. A reliable provider will have a proven onboarding process that minimizes disruption and ensures continuity.
We make onboarding simple at TotalBC, with a detailed rollout plan tailored to your business.
5. Can You Provide References from Similar Businesses?
A trustworthy MSP should be able to point to happy clients in your industry. Ask for references or case studies that demonstrate real-world results.
TotalBC has helped businesses across healthcare, legal, construction, manufacturing, and more.
6. How Do You Handle Cybersecurity and Compliance?
Cybersecurity is non-negotiable. Your MSP should provide more than just antivirus—they should offer multi-layered protection and help you meet any compliance requirements (HIPAA, PCI, etc.).
Our cybersecurity stack at TotalBC includes endpoint detection, firewalls, phishing protection, employee training, and compliance reporting.
7. Do You Offer Co-Managed IT Options?
If you already have internal IT staff, find out if the MSP can collaborate rather than replace them. Co-managed IT is ideal for growing companies needing both strategic support and technical expertise.
We love working alongside internal teams to lighten their load and bring in enterprise-level tools.
8. What Happens If I Want to Cancel the Contract?
Some IT providers lock you in with long-term contracts and stiff cancellation penalties. It's easy to get stuck—and even harder to leave with your data intact.
At TotalBC, we believe in building partnerships, not prison sentences. Our agreements are clear, fair, and focused on earning your trust every single month.
Ask us anything—especially about data access and exit plans. We're confident you'll want to stay, but we'll never make it complicated if you don't.
9. What's Your Approach to Backup and Disaster Recovery?
Backups are essential—but not all backup solutions are equal. Your MSP should have a full disaster recovery plan with frequent backups, off-site storage, and fast recovery times.
We offer automated backups, cloud replication, and rapid restore services so your business stays online no matter what.
10. How Will You Help Me Scale as I Grow?
Your IT needs today won't be the same a year from now. Your MSP should help you plan for growth, offering scalable solutions and forward-thinking strategy.
At TotalBC, we offer quarterly reviews and roadmap planning to align your IT with your long-term business goals.
11. What Kind of Reporting Do You Provide?
You should never have to guess what your MSP is doing. Ask about monthly or quarterly reporting, ticket tracking, asset management, and infrastructure health reports.
12. Are You a Good Cultural Fit for My Business?
Technology is important—but so is communication, responsiveness, and shared values. Choose an MSP that speaks your language, respects your time, and acts like a true partner.
At TotalBC, our clients stay with us because they trust us. We take the time to understand your team, your workflows, and your goals.
TotalBC Checks All the Boxes
Choosing an MSP doesn't have to be a gamble. When you ask the right questions, the right partner becomes clear. At TotalBC, we check every box—from 24/7 support and cybersecurity to scalability, co-managed solutions, and a people-first approach.
Ready to make a smarter IT decision?
Contact TotalBC today for a free consultation, and let's see how we can support your business with worry-free, forward-thinking managed IT services.
Visit www.totalbc.com or call (866) 673-8682 to get started.
