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When should businesses request references for an MSP’s support quality?

Q and A With Medha Cloud

Businesses should request references for an MSP’s support quality during the evaluation stage of selecting a provider. This ensures the MSP has a proven track record of delivering reliable, responsive, and effective support tailored to similar industries or business needs.

Key stages to request references

1. During the vendor selection process

  • Why: To verify the MSP’s claims about their MSP’s support capabilities, responsiveness, and expertise.
  • How: Request references from clients in similar industries or with comparable IT requirements.

2. Before signing a contract

  • Why: To ensure the support quality aligns with your expectations and SLA terms.
  • How: Speak to current or past clients to understand their experience with the MSP’s helpdesk, escalation processes, and issue resolution times.

3. When evaluating SLAs and performance metrics

  • Why: To assess the MSP’s ability to meet uptime guarantees, response times, and other performance indicators.
  • How: Ask references about the MSP’s adherence to SLAs and their handling of critical incidents.

4. Before onboarding complex IT environments

  • Why: To ensure the MSP can manage and MSP’s support sophisticated infrastructure or applications effectively.
  • How: Confirm their ability to handle similar environments by speaking to references who faced comparable challenges.

5. When transitioning from another MSP

  • Why: To ensure the new MSP’s support will address gaps or shortcomings experienced with the previous provider.
  • How: Use references to evaluate the MSP’s responsiveness, scalability, and customization capabilities.

Questions to ask MSP references

  • MSP’s support responsiveness:
    • How quickly does the MSP respond to issues and resolve tickets?
    • Do they meet the response and resolution times specified in their SLA?
  • MSP’s support quality:
    • Are the helpdesk technicians knowledgeable and helpful?
    • Have you faced recurring issues due to poor resolution?
  • Escalation process:
    • How effective is their escalation process for complex problems?
    • Are higher-level MSP’s support teams accessible and proactive?
  • Proactive MSP’s support :
    • Does the MSP proactively address potential issues before they become problems?
    • How well do they handle monitoring and maintenance?
  • Client satisfaction:
    • Are you satisfied with the overall MSP’s support experience?
    • Would you recommend this MSP to other businesses?

Benefits of requesting references

  • Validation: Confirms the MSP’s claims about their support quality and expertise.
  • Trust building: Demonstrates the MSP’s willingness to showcase their success stories.
  • Insight: Provides a realistic understanding of what to expect from their services.

Looking for an MSP with proven support quality?
Medha Cloud delivers expert-managed IT services with a track record of satisfied clients.

Sakthi Nikesh
Sakthi Nikesh
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