Due diligence before changing MSPs
Switching IT providers is one of the most important operational decisions a business can make. The right Managed Service Provider (MSP) can improve security, streamline operations, reduce downtime, and help your company scale strategically. The wrong one can create disruption, expose vulnerabilities, and leave your team frustrated for years.
Too often, businesses only consider switching providers after repeated issues:
- Slow response times
- Recurring technical problems
- Poor communication
- Security concerns
- Lack of strategic guidance
- Unexpected invoices
- Feeling like “just another ticket”
But before making a change, leadership teams should conduct proper due diligence.
The goal is not simply to replace your current IT company. The goal is to find a technology partner that aligns with your business objectives, growth plans, cybersecurity requirements, and operational expectations.
Here are the most important questions every company should ask before switching IT providers.
1. Why Are We Really Switching?
Before evaluating a new MSP, leadership should identify the root cause behind the dissatisfaction.
Is the issue:
- Poor responsiveness?
- Lack of cybersecurity maturity?
- No strategic planning?
- Weak communication?
- Limited scalability?
- Hidden costs?
- Reactive support instead of proactive management?
This matters because not all MSPs are built the same.
Some providers focus only on help desk support. Others operate as strategic technology partners that help businesses grow, secure operations, and modernize infrastructure.
If your organization cannot clearly define the current pain points, it becomes difficult to evaluate whether a new provider is actually better.
2. What Services Are Included — and What Costs Extra?
One of the biggest frustrations businesses experience after switching providers is discovering hidden costs later.
Before signing with a new MSP, ask:
- What is included in the monthly agreement?
- Are cybersecurity tools included?
- Are after-hours requests billed separately?
- Is onsite support included?
- Are projects quoted separately?
- Are Microsoft 365 management and licensing included?
- Is backup monitoring included?
- Are compliance services extra?
A quality IT provider should provide transparent pricing and clearly define:
- Scope of support
- Response expectations
- Security stack
- Escalation procedures
- Project billing policies
If pricing feels vague during the sales process, it often becomes worse after onboarding.
3. How Will They Handle Cybersecurity?
Modern IT support is no longer just about fixing computers.
Cybersecurity must be a core component of the relationship.
Before switching MSPs, ask:
- What endpoint protection platform do they use?
- Do they provide Managed Detection & Response (MDR)?
- How do they handle phishing protection?
- Do they monitor backups?
- Do they support MFA enforcement?
- Do they provide security awareness training?
- How do they respond to incidents?
- Do they help with compliance requirements?
Many businesses assume their MSP is “handling security” when in reality they only provide basic antivirus and reactive support.
That gap becomes extremely dangerous during ransomware incidents, credential theft, or compliance audits.
Your MSP should have a clear, proactive cybersecurity strategy — not just a list of tools.
4. What Does the Onboarding and Transition Process Look Like?
A poorly managed transition can create downtime, confusion, and security risks.
Ask the new provider:
- How long does onboarding take?
- What information is required from the current provider?
- How are passwords and administrative access transferred?
- Will there be disruption to users?
- How are backups verified?
- How are undocumented systems identified?
- What happens if the old provider is uncooperative?
A mature MSP should already have a documented transition framework.
They should also perform:
- Network assessments
- Security reviews
- Documentation audits
- Backup validation
- Microsoft 365 reviews
- Endpoint standardization
The transition process says a lot about how organized the provider actually is.
5. Who Will Actually Support Our Team?
Many MSPs sell with senior leadership — then hand clients off to inexperienced technicians.
Ask:
- Will we have an account manager?
- Is there a dedicated support team?
- How are tickets escalated?
- What is the average response time?
- What industries do they specialize in?
- Are engineers local or outsourced?
- How often will we meet strategically?
Technology support should feel like a partnership, not a call center.
Businesses grow faster when their IT provider understands:
- Their operations
- Their goals
- Their industry risks
- Their compliance requirements
- Their growth plans
6. Can They Support Our Future Growth?
Your next IT provider should not only solve today’s problems — they should help prepare your business for tomorrow.
Ask:
- Can they support multiple locations?
- Can they scale with acquisitions or expansion?
- Do they help with cloud strategy?
- Can they support remote and hybrid workforces?
- Do they provide strategic technology planning?
- How do they help businesses improve operational efficiency?
A reactive MSP fixes issues.
A strategic MSP helps businesses grow.
There is a massive difference.
7. What Happens If We Leave?
This is one of the most overlooked questions — and one of the most important.
Ask upfront:
- Who owns the documentation?
- Will we retain administrative access?
- How is data returned?
- Are there termination fees?
- Will they cooperate during offboarding?
- Are backups portable?
- What systems are tied to their tools?
A trustworthy provider should never hold your business hostage.
Your company should maintain ownership and visibility over:
- Credentials
- Documentation
- Licensing
- Cloud environments
- Backup systems
- Security configurations
Transparency matters.
8. Are They Focused on Technology — or Business Outcomes?
The best MSPs do more than “manage IT.”
They help businesses:
- Improve productivity
- Reduce operational risk
- Strengthen cybersecurity posture
- Support compliance initiatives
- Plan technology investments strategically
- Eliminate inefficiencies
- Scale confidently
Technology should drive growth — not create friction.
That is where many businesses begin looking for a provider that acts more like a strategic advisor than a break/fix vendor.
Final Thoughts
Switching IT providers should never be rushed.
The right MSP relationship can improve security, efficiency, employee experience, and long-term business growth. The wrong one can create operational headaches that last for years.
Before making a transition, leadership teams should evaluate:
- Transparency
- Cybersecurity maturity
- Communication
- Scalability
- Strategic guidance
- Support structure
- Long-term alignment
Most importantly, businesses should look for a provider that understands technology in the context of growth — not just support tickets.
At Kraken Technology Solutions, we believe IT should be proactive, strategic, and aligned with business outcomes. Our approach focuses on helping organizations scale securely while building a stronger operational foundation for the future.
Learn more about the Kraken Technology Growth Program and how we help businesses turn technology into a competitive advantage.
