Ten criteria — and how to check them
| Criterion | What strong looks like | How to verify |
|---|---|---|
| 1. Pricing | A published price and a written all-in monthly total for your team | Check the website; ask for the total with computers, mailboxes and fees |
| 2. What’s included | Security, on-site, onboarding and new workstation setups included, with a short written list of extras | Ask for the service description and the “additional cost” list |
| 3. Response | A commitment for every ticket, not an average | Ask: “Is that a commitment or an average? Do you publish live numbers?” |
| 4. Staffed hours | Hours that cover your early starts and late days, plus 24×7 emergency coverage | Ask when a live engineer answers, not when the line is “open” |
| 5. Own security audit | The provider’s own SOC 2 Type II, with the criteria in scope stated | Ask to read the report under NDA |
| 6. Who does the work | A local team that learns your environment; on-site when needed | Ask where the help desk sits and who comes on-site |
| 7. Ownership & growth | A mature MSP: years in business, documented processes, independent ownership, organic growth and leadership you can reach | Ask: “Have you grown by acquisition, or been acquired?” and who you escalate to |
| 8. Contract & exit | Clear terms with a written way out if service falls short | Read the termination clause before you sign |
| 9. Onboarding | A documented transition plan, minimal disruption, no surprise fees | Ask for the plan and the onboarding cost in writing |
| 10. Proof | Recent reviews on Google and Clutch, plus case studies in your industry | Read the newest reviews, not just the rating |
Ask how they grew: organic growth vs. acquisitions
Many managed IT providers grow by buying other MSPs, often with private-equity backing. A bigger logo can look reassuring, but for the client being acquired it usually means change you didn’t ask for:
- Your team changes. The engineers and account managers who knew your environment leave or are reassigned after the deal.
- Your tools and processes change. The buyer standardizes on its own platforms — new portals, new procedures and a second onboarding, with the mistakes that come with it.
- Your price and terms change. Acquisition debt and investor return targets tend to show up as price increases, new fees and stricter contracts.
- Local becomes remote. Help desks get consolidated into regional or offshore centers, and on-site visits get harder to schedule.
- Accountability gets diluted. The founders you trusted may no longer run the company — or own it.
- Integration comes first. Months go into merging systems and teams instead of improving your service.
So ask every provider: “Have you grown by acquisition? Have you been acquired, or are you planning to be?” CAL IT Group has grown 100% organically since day one — every client earned, never bought — with the same founders, the same team culture and the same standards for over 10 years.
Score them side by side
Take our MSP Interview Kit into each conversation. Rate every answer as strong, partial or weak, and the score builds as you go.
How CAL IT Group measures up
We publish our answers: pricing, written service promises with a satisfaction exit, and our SOC 2 Type II across all five Trust Services Criteria. Hold us to the same criteria as everyone else.