What criteria can I use to compare Managed IT providers?

You’ve got a few MSP quotes on your desk. They all say broadly the same thing; proactive support, fast response, strategic advice, blah, blah, blah.

They all sound so similiat. So how do you actually tell them apart?

The short version:

Use a consistent set of criteria and look for evidence behind the claims - not just what’s written on the proposal. Focus on how they work day-to-day, not just what they promise.

Why this matters (more than people think)

Most MSP (Managed Service Provider) comparisons go wrong in one of two ways:

• You compare price vs price, not service vs service
• You compare what they say, not how they actually operate

That’s how businesses end up switching providers every 18–36 months as reality dawns.

Let’s keep it simple. Here are 9 criteria that actually differentiate providers in the real world.

1. Response and resolution (not just SLAs)

Most MSPs are quote their SLA (Service Level Agreement) response times on their websites, but without telling you what their SLAs are, or when the data is from. 

What you really want to know is:

• What are their SLAs, and what are your response times at each level (eg/ urgent SLAs should be responded to quicker)
• What is a response and what is a meaningful response (eg/ where the problem has been progressed)
• How quickly are issues actually resolved, not just acknowledged?

What to ask:

• “Can you show me recent ticket data or examples?”
• "What' was your average response time last month?"
• “What % of issues are fixed within your highest level SLA?”

👉 Here’s the bit people miss: a fast response with slow resolution still means your team can’t work.

2. Proactive vs reactive support

Every MSP says they’re “proactive”. Not all of them are.

There’s a big difference between:

• Fixing things when they break
• Spotting and resolving issues before users notice

Proactive and preventative support often costs more, but will pay you back through uptime and risk prevented.

What to look for:

• Regular system health checks (with reporting available to you)
• Patch management processes to keep devices healthy (with reporting available to you)
• Active scanning for up-to-date security threat (with reporting available to you)
• Clear examples of issues they’ve prevented

If they can’t describe this clearly, it’s probably reactive support with a different label.

Take a look at our blog Why is this Managed IT quote so much cheaper than the others? for a more in depth look at this issue.

3. Clarity of scope (what’s actually included)

This is where most frustration kicks in later.

Two providers can look similar on paper but differ massively in what’s covered:

• Is onsite support included?
• Are projects included or separate?
• What counts as “billable”?

Again our Why is this Managed IT quote so much cheaper than the others? says more on this topic. 

What to ask:

• “Where do additional charges typically come from?”
• “What falls outside your standard support agreement?”

If it’s vague now, it’ll be costly later.

4. Technical depth (beyond first-line support)

A strong support desk is important — but it’s not enough on its own.

You also need access to:

• 2nd/3rd line engineers
• Specialists (security, cloud, Microsoft 365, etc.)

What to check:

• How escalations work
• Whether expertise is in-house or outsourced

👉 Quick reality check: some providers rely too heavily on third parties so it slows things down and blurs accountability. It's good to have a balance.

5. Cyber security approach (not just tools)

Most MSPs will mention security tools. That’s expected.

What matters more is:

• Their approach and process, not just the software
• How they help reduce risk over time

What to look for:

• Security reviews or roadmaps
• User awareness / training options
• Backup and recovery planning

Security shouldn’t be a bolt-on. It should be built into how they deliver support.

6. Commercial transparency

Can you clearly understand what you’re paying for — and why?

Or does it feel like you’d need a translator and a finance degree?

Good signs:

• Clear pricing structure
• Predictable monthly costs
• Straightforward explanations

Red flags:

• Lots of caveats and exclusions
• “We’ll confirm that later…”

7. Account management and strategy

This is where providers really start to separate.

Some MSPs:

• Just keep things running

Others:

• Help you plan ahead and improve your IT over time

What to ask:

• “How often will we review our IT strategy?”
• “What does a typical client roadmap look like?”

If they can’t show examples, it’s probably reactive support with a review meeting tacked on.

8. Communication style (can you actually work with them?)

This sounds soft — but it’s one of the biggest factors in long-term success.

Think about:

• How they explain technical issues
• Whether they’re easy to get hold of
• Whether they feel like a partner or a ticket system

A quick test: How did they communicate during the sales process?

• Clear and practical?
• Or full of jargon and waffle?

That usually carries through into delivery.

9. Real-world evidence (not just claims)

Every MSP will say they’re reliable, proactive, and responsive.

So look for proof:

• Case studies that feel real - eg not generic or lacking detail.
• Customer reviews - especially from  verified sources like Trust Pilot or Google Reviews. 
• Examples of work with similar organisations to yours

What to ask:

• “Can I speak to a current client?”
• “Have you worked with businesses like ours before?”

👉 If you only take one thing away: don’t take claims at face value. Ask to see how it works in practice.

A quick example

Let’s say you’ve got two MSPs:

• Provider A: cheaper monthly cost, vague inclusions, strong sales pitch
• Provider B: slightly higher cost, clear scope, shows real ticket data and examples

On paper, A might win.

In reality, B is usually the safer long-term choice, because you know what you’re getting.

Common mistakes to avoid

• Comparing price before service
• Assuming all MSPs deliver support the same way
• Not asking for real examples or evidence
• Overlooking how the relationship will actually work day-to-day

What to do next

Build a simple scorecard using these 9 criteria and apply it to each provider.

It doesn’t need to be complicated - just consistent.

That way you’re comparing like-for-like, not just going on gut feel or a polished proposal.