What Managed Service Providers Won’t Say Outloud

First things first:
On behalf of my industry, I’m sorry.

Managed Service Providers (MSPs) should make your technology experience simple, predictable, and reliable. But too often, we don’t.

Instead, we’ve made it confusing to determine what you’re paying for, inconsistent in how services are delivered, and frustrating to know whether you’re actually getting value.

And that’s not on you, that’s on us.

The reality is that when MSPs get it right, technology becomes invisible. One of our clients put it this way:

“I’m thankful for the high quality of support services that the team at Third Octet has provided to us. You have been responsive even at odd times, and the right level of expertise for the issue was always made available.”

— Director of IT, Healthcare Organization (name withheld for confidentiality)

That’s the level of reliability and responsiveness the industry should deliver every single time.

Why It’s So Hard to Compare MSPs

Every MSP does things differently:

• Technology stack: What one provider swears is “best-in-class,” another might call outdated or overkill. There’s no real standard. And sometimes, tools are chosen not because they’re best for you, but because they’re easiest for the MSP to resell (or profit from).
• Pricing: Some bill per user. Some per device. Some both. Some bury services under vague “bundles.” Others dangle a too-good-to-be-true flat fee, banking on you not calling for help too often.
• Scope: Some offer “all-you-can-eat” plans. Others load up the fine print with exclusions that only surface when you’re in crisis.
• Service style: Some nickel-and-dime for every request. Others over-service to the point they can’t sustain it, starving their own business, leading to staff burnout, turnover, and eventually, poor service for you.

And let’s be blunt:
Some MSPs sell “strategic IT guidance” and then hand you off to a glorified help desk. Others promise airtight security but deliver little more than antivirus software and a false sense of safety.

When there’s this much inconsistency, you can’t just shop for an MSP the way you’d shop for, say, an internet provider. And unfortunately, that’s left many companies burned and losing trust in the MSP model altogether.

How to Protect Yourself and Pick the Right Partner

If my brother were signing a managed services contract tomorrow, these are the exact things I’d tell him to check first. No sales pitch, no industry spin, just the questions that separate a partner you can trust from one you’ll regret hiring.

You deserve an MSP that’s transparent, aligned to your business goals, and worth every dollar you spend. Before you sign up or re-sign here are the areas to dig into:

Value

• Ask for real-world examples of how they’ve improved another customer’s productivity, security, or costs.
• Request metrics, not just marketing claims.

Profitability (for both of you)

• A profitable MSP is a stable MSP. Ask how they balance “all-you-can-eat” services with sustainable operations.
• If their margins are razor-thin, service quality will eventually drop.

This isn’t just theory. It’s why clients like 360kids trust managed services to stabilize IT costs and risk:

“Third Octet’s Managed Services provide excellent value and expertise. Many NFP organizations do not have the financial resources to keep a qualified IT person on staff. Third Octet provides access to a knowledgeable team at a fraction of the cost. There are no more concerns about hardware and software, backups, maintenance or upgrades. From a financial perspective, the fixed monthly fee allows me to budget more accurately.”

— Director of Finance, 360kids

That’s the kind of financial predictability and operational resilience you should demand.

Working Style

• Learn how they communicate, escalate issues, and plan projects.
• Ask how they handle unexpected problems. Do they charge extra or is it included?

Technology Stack

• Get a clear list of the tools, platforms, and security measures they use.
• Ask why they’ve chosen those over alternatives.
• Listen for answers focusing on your needs, not just “this is what we always use.”

When done right, technology empowers, not limits, your IT team. One of our clients, Cantactix, saw that shift firsthand:

“Third Octet has re-engineered our business, moving us from a services consultant to an agile services provider. We now deliver new environments and software improvements 5 to 6x faster globally. And Disaster Recovery as an issue has disappeared. Now we provide a better user experience for clients anywhere, on any device. And most significantly, we have added monthly recurring revenue to our revenue portfolio.”

— Dan Desmarais, President, Cantactix Solutions

That’s what “strategic IT guidance” should look like.

Transparency

• Ask for a sample invoice and a clear explanation of what’s included.
• Look for plain language, not jargon.
• If they won’t put their pricing model in writing, that’s a deal-breaker.

Alignment

• Ensure they understand the challenges and regulatory requirements specific to your industry.
• Ask how they measure success in your context, not just theirs.

Talk to Their Customers, New and Old

• Request references from clients who have recently onboarded and from those who’ve been with them for years.
• New customers can tell you how smooth (or painful) the onboarding process was and whether the promises matched the delivery.
• Long-term customers can share their experiences with service quality over time and how the MSP responds when issues arise.
• If they hesitate to connect you with customers, consider it a red flag.

Closing the Trust Gap

If you’ve lost trust in MSPs, I don’t blame you.
The industry hasn’t done enough to make itself easy to understand or trustworthy.

A bad MSP is worse than no MSP at all.

But there are good MSPs out there. The kind that puts clarity, consistency, and customer success ahead of short-term profit. The kind that actually makes your life easier.

The challenge isn’t finding an MSP. The challenge is finding one that’s honest enough to tell you the truth, even when it’s inconvenient.

Ask the hard questions. Demand real answers.
And if a provider hesitates, dodges, or hides behind jargon?

Walk away.

If you want to put us to the test, I’ll personally walk you through every tool we use, how we price it, how we profit, and introduce you to any client you want to speak with. If your current MSP won’t do the same, ask yourself why.

Because the right MSP won’t just promise to have your back.
They’ll prove it. Every single day.

Contact us today or first access our comprehensive MSPs Buyer’s Guide: how to choose an MSP you can trust.