1) Proactive monitoring and documented processes
Ask how they monitor endpoints, servers, and networks. The best MSPs have defined alert thresholds, escalation paths, and remediation playbooks—so issues are handled consistently and quickly.
2) Service Level Agreement (SLA) you can measure
An SLA should clearly define response times by severity, hours of coverage, and how escalations work. Look for measurable commitments like:
- Target response time for critical issues
- Communication expectations during incidents
- After-hours support options (if needed)
- Reporting cadence and accountability
3) Security-first mindset aligned to recognized frameworks
Strong providers map controls to widely adopted standards such as NIST Cybersecurity Framework, SOC 2-aligned practices, and the CIS Critical Security Controls. Even if you aren’t formally “pursuing compliance,” these frameworks help ensure your security posture is systematic and defensible.
4) Mature identity and access management (IAM)
Identity is a primary attack surface. Ask whether MFA is standard, how privileged accounts are handled, and how access is reviewed and removed during employee offboarding.
5) Modern endpoint protection and visibility
Confirm what’s deployed on endpoints and how threats are handled. If the provider talks only about “antivirus,” that’s a red flag. You want strong visibility, response workflows, and ongoing tuning.
6) Patch management you can verify
Ask what percentage of endpoints are typically “fully patched,” how exceptions are managed, and what happens when updates fail. Patch management is one of the most important risk-reduction actions—yet one of the most commonly neglected.
7) Backup and disaster recovery that’s tested, not assumed
Backups should be monitored, protected from ransomware, and tested through restoration drills. Ask:
- How often backups run and how failures are handled
- Where backups are stored and how they’re protected
- What the expected recovery time objective (RTO) is
- Whether restore tests are performed on a schedule
8) Cloud and Microsoft 365 expertise
Most Orange County businesses rely on Microsoft 365, cloud file storage, and SaaS systems. Your MSP should be able to secure and optimize those platforms—not just “support email.” If you’re moving workloads or modernizing infrastructure, review Cloud Services capabilities and ask how cloud security is handled.
9) Strategic planning and lifecycle management
Strong MSPs don’t just fix tickets. They help you plan refresh cycles, reduce shadow IT, and align technology spend with growth. Look for quarterly or semi-annual business reviews that include recommendations and priorities.
10) Cultural fit and communication quality
You’re partnering with people, not just a toolset. Evaluate whether they explain risks clearly, communicate proactively, and treat your team with respect. A cultural mismatch becomes expensive over time.
