How to Choose a Managed Service Provider (MSP) in Toronto
Look for an MSP with local presence, relevant industry experience, transparent pricing, strong client references, and a proactive approach to IT management. Avoid providers who only react to problems.
Written by Alex Dayan, Founder of King of IT | Toronto Managed IT Services
110 Questions to Ask Any MSP
Before signing with any managed service provider, ask these questions:
1. How long have you been in business?
Look for at least 5+ years of operation. IT changes fast, but experience matters.
2. Do you have clients in my industry?
A healthcare IT provider understands PHIPA. A manufacturing IT provider understands OT/IT. Industry experience matters.
3. Who will actually work on my account?
Meet the technicians, not just the salespeople. Your experience depends on them.
4. What's your average response time?
Get specifics: critical issues, standard requests, on-site visits. Get SLA documentation.
5. How do you handle after-hours emergencies?
Is it truly 24/7, or do you reach an answering service?
6. Can I speak to current clients?
Any MSP confident in their service will provide references. Talk to clients in similar situations.
7. What's included vs. extra?
Get clarity on what's in the monthly fee vs. project work vs. out-of-scope charges.
8. How do you handle onboarding?
A good MSP has a structured onboarding process. Ask how long it takes and what's involved.
9. What happens if we want to leave?
Understand data ownership, transition assistance, and any contractual obligations.
10. What certifications do your technicians hold?
Microsoft, Cisco, CompTIA—certifications demonstrate commitment to expertise.
2Red Flags to Avoid
Run away if:
They can't explain their pricing clearly
If the salesperson can't give you a straight answer on costs, expect surprise bills later.
They don't ask about your business
An MSP that doesn't want to understand your operations doesn't care about providing the right solution.
They promise the moon
"We'll reduce your IT costs by 50%!" Usually means hidden costs or reduced service.
No local presence
Remote support is fine for many issues, but you need someone who can come on-site within hours when needed.
They bad-mouth every other MSP
Professionals focus on their own strengths, not competitors' weaknesses.
They push long contracts without flexibility
Multi-year contracts benefit the MSP, not you. Look for month-to-month or annual with reasonable exit terms.
They can't provide references
No references = no happy clients. Period.
They only talk about technology
Good MSPs talk about business outcomes. Great MSPs ask about your business goals first.
3What Good MSPs Do Differently
Proactive vs. Reactive
Good MSPs fix problems before you notice them. They're monitoring your systems 24/7, patching vulnerabilities, and preventing issues—not just waiting for your call.
Strategic Partnership
They align IT with your business goals. Quarterly reviews aren't just status updates—they're planning sessions for where technology can help your business grow.
Transparent Communication
You should never wonder what your MSP is doing. Monthly reports, regular check-ins, and honest conversations about what's working and what isn't.
Consistent Staffing
You should know the people supporting you by name. High turnover = poor culture = poor service.
Clear Documentation
Good MSPs document your environment thoroughly. You shouldn't be locked in because only they know how your systems work.
Investment in Their Team
Certifications, training, modern tools—the best MSPs invest in staying current.