For SMEs, outsourcing IT to a Managed Service Provider (MSP) is a powerful move. It allows you to save precious time, and provides access to expertise you don't have in-house, which can free you up to focus on growing your business.
However, this new level of efficiency comes with a significant, often underestimated, risk. When you hire an MSP, you are granting them access to your most sensitive systems and data. Without the right scrutiny and a rock-solid agreement, your MSP can inadvertently become your single greatest security liability.
In this blog we will guide you through the 7 most critical questions to ask when choosing an MSP. By asking the right questions upfront, you can transform a potential liability into a powerful strategic asset that protects your data, systems, and reputation
1. Is your contract a shield or full of holes?
The single most important tool you have for managing your relationship with an MSP is a crystal-clear contract. Without one, responsibilities become ambiguous, leaving you exposed when a security incident occurs. A best practice is to insist on a "matrix of responsibilities" that explicitly details what the MSP handles versus what your business remains responsible for.
Your contract must define these critical elements:
A detailed contract isn't about mistrust; it's about creating the clarity required.
2. Are certifications a guarantee, or just the price of entry?
When vetting an MSP, looking for recognised certifications like Cyber Essentials Plus or ISO 27001 is an excellent starting point. These act as important quality and trust indicators, demonstrating that the provider takes information security seriously.
However, a certification is not a guarantee of security. Even if you are using a certified provider, each service they manage for you must still be configured securely to be safe from common cyber-attacks. While legal responsibility for secure configuration typically remains with your business, a reputable MSP should take on the operational burden. This includes implementing security best practice, conducting regular reviews, and providing clear reporting that demonstrates your systems are being managed securely. Ongoing review meetings and documented assurance are far more effective than relying on certification alone, which can create a false sense of security if not backed by day-to-day controls.
3. Will you guarantee patching critical vulnerabilities within 14 days?
One of the most vital functions of any MSP is keeping your software and systems updated. Unpatched systems are a primary and easy target for cybercriminals. Do not leave this to chance. Your contract must include a specific, actionable service level agreement (SLA) for patching.
The non-negotiable standard is that all software must be patched within 14 days of an update being released that fixes a critical or high-risk vulnerability. A single unpatched vulnerability can lead to a ransomware attack that halts your operations, costing you thousands per hour in lost revenue and permanently damaging customer trust.
4. How will you prove our systems are secure and healthy?
When it comes to your IT security, the assumption that "no news is good news" is a dangerous one. You must insist on receiving regular reviews and reporting from your MSP to ensure your systems remain safe and healthy. These health reports provide tangible proof that security measures are working.
They should include:
5. What does a clean breakup look like?
An MSP is a business partner, and like any partnership, it may not last forever. Your needs may change, service quality could decline, or you might find a provider that better fits your new objectives. It is essential to plan for this possibility from the very beginning.
Your contract must contain clear "exit clauses" that detail exactly how terminations, renewals, or renegotiations work. Having this process defined upfront protects your business flexibility and prevents you from being locked into a relationship that no longer serves your interests.
6. What happens when your security fails?
When you hire an MSP, you are not just inheriting their expertise; you are also inheriting their risks. This is known as supply chain risk. A security incident at your MSP's office can have a direct and immediate impact on your operations.
Therefore, your contract must specify how and when the MSP will notify you if they are impacted by a security incident. Their incident response plan is just as critical as your own because, for your business, their plan is your business continuity plan.
7. Who holds the keys to your kingdom?
Privileged administrator accounts are the ultimate target for cybercriminals. A compromised admin account can lead to a catastrophic breach, data theft, or a complete operational shutdown. You must ask how your MSP will protect these credentials.
Insist on two non-negotiable security controls. The mandatory use of multi factor authentication (MFA) on all administrative accounts. This isn't an optional feature; it is a fundamental requirement for doing business securely.
Move from delegation to partnership
Choosing an MSP is not about hiring a vendor or delegating an IT task. It's about appointing a partner with the keys to your most valuable digital assets.
By demanding proactive scrutiny, insisting on clear contracts, and establishing a process of continuous verification, you build a resilient and secure foundation for your business. This approach ensures your MSP acts as a true partner in your success, not a hidden point of failure.
Ask yourself a final question: Is your current IT agreement a true partnership, or is it a liability waiting to happen? If you have any doubts, feel free to get in touch to found out how we can help.