Whether you’re re-evaluating an existing relationship or selecting a new provider, asking the right questions can uncover how prepared an MSP is to meet the demands of a hybrid, cloud-centric, and security-focused world.
Here are the top 15 questions to ask your MSP in 2025:
- How Are You Adapting to Emerging Technologies Like AI?
Modern businesses can’t afford to fall behind on technology trends that are shaping the competitive landscape. AI is already being used for threat detection, workflow automation, and predictive analytics, while quantum computing—though still emerging—is poised to impact encryption, logistics, and complex modeling in the near future.
Why it matters:
Your MSP should not just follow trends but help you leverage them strategically. Ask what investments they’re making in AI, how they’re incorporating machine learning into their services, and how they can help you leverage new technologies.
- What Cybersecurity Frameworks Do You Follow?
Cybersecurity is one of the most critical areas of MSP performance. Aligning with recognized standards like NIST, CIS Controls, or ISO/IEC 27001 ensures that your provider is following best practices across security architecture, monitoring, and response.
Why it matters:
A provider without a framework is likely operating reactively. You want a partner who treats security as a discipline, not a checkbox.
- What Are Your Incident Response Times Like?
Incident response time is how quickly an MSP or IT team acts after detecting a cybersecurity threat—prioritizing severe issues first. Fast response is crucial to reduce data loss, downtime, and financial or reputational damage.
Why it matters:
Quick response is critical. The longer a breach goes unchecked, the greater the risk of data loss, downtime, and financial damage. A fast, effective response minimizes disruption and helps protect your business and reputation.
- How Do You Support Remote and Hybrid Workforces?
Hybrid work isn’t going away. Your MSP should have experience with secure remote access, device management, zero trust architecture, and collaboration tools.
Why it matters:
Your workforce needs to be secure and productive no matter where they are. Your MSP should have the tools and policies to make that happen seamlessly.
- How Do You Handle Data Backup and Disaster Recovery (DR)?
MSPs should offer robust, automated backup solutions with clear RTO (Recovery Time Objective) and RPO (Recovery Point Objective) metrics.
Why it matters:
If a disaster occurs—natural or digital—your data needs to be recoverable quickly and fully. Ask how often backups occur, where they’re stored, and how often recovery drills are tested.
- What Level of Transparency Do You Provide in Reporting and Metrics?
Modern MSPs should offer detailed dashboards and periodic reports that cover infrastructure health, incident tracking, service level performance, and proactive recommendations.
Why it matters:
Transparent reporting fosters trust and accountability. It also helps you measure the true value of your MSP over time.
- What Is Your Approach to Compliance and Regulatory Support?
Whether you’re in healthcare, finance, education, or retail, your MSP should understand and support compliance requirements such as HIPAA, PCI-DSS, GDPR, CCPA, and SOC 2.
Why it matters:
Non-compliance can lead to costly fines and reputational damage. Your MSP should help you meet—and document—regulatory obligations.
- How Do You Scale Services as My Business Grows?
Ask how the MSP handles scaling across new locations, users, and infrastructure. Do they have a flexible pricing model? Can they adapt quickly during mergers, expansions, or sudden demand spikes?
Why it matters:
Scalability is about more than bandwidth—it’s about agility. Your MSP should be ready to evolve with your business.
- What’s Included in the SLA (Service Level Agreement), and How Is It Enforced?
A strong SLA should include measurable performance standards for uptime, response times, ticket handling, and escalation paths. Don’t accept vague promises—ask for specifics.
Why it matters:
The SLA protects your investment and holds your MSP accountable. Review it regularly and ensure it’s updated to reflect current needs.
- Can You Help Us Leverage Cloud Technologies Effectively?
Cloud isn’t just storage—it’s infrastructure, application development, disaster recovery, and more. Your MSP should support hybrid and multi-cloud strategies and be able to optimize for cost, performance, and governance.
Why it matters:
Without a cloud strategy, you risk overspending or underutilizing critical services. Your MSP should offer architectural guidance, not just technical support.
- What Certifications and Partnerships Do You Hold?
Certifications like AWS Advanced Tier Partner, Cisco Premier Partner, and SOC 2 Type II are good indicators of expertise and credibility.
Why it matters:
Certifications reflect not only technical knowledge but also the MSP’s commitment to ongoing training and compliance.
- What Is Your Policy on Vendor Management?
If you rely on multiple software vendors, hardware providers, or SaaS tools, your MSP should act as a single point of contact for support and coordination.
Why it matters:
Vendor sprawl can lead to wasted time and miscommunication. A well-connected MSP streamlines support and ensures all parts of your stack work together.
- How Do You Train and Support End Users?
Look for MSPs that provide employee onboarding, tech training, security awareness programs, and 24/7 help desk support.
Why it matters:
Most cybersecurity breaches start with human error. Empowering your employees reduces risk and boosts productivity.
- How Do You Stay Current with Industry Trends and Best Practices?
Ask about continuing education, conference attendance, vendor relationships, and involvement in IT communities.
Why it matters:
Technology changes fast. You want an MSP that evolves ahead of the curve, not one that clings to outdated practices.
- Can You Provide References or Case Studies?
Don’t hesitate to ask for testimonials or detailed case studies—especially from companies in your industry or with similar goals.
Why it matters:
Proof of performance matters. Case studies give you a real-world look at how the MSP handles projects, problems, and growth.
Final Thoughts
In 2025, your MSP should be more than just a support team—they should be a strategic partner, helping you stay secure, compliant, agile, and competitive. By asking these questions, you’ll gain a clearer picture of whether your current or potential provider is truly aligned with your business goals.
Don’t settle for average IT support. Look for a provider that’s proactive, transparent, and ready to grow with you.
Need help evaluating your MSP or planning your next move? Let’s talk. The right partner makes all the difference.
