Promise versus delivery
A concise view of obligations, service patterns and gaps in the evidence.
02 / Service oversight
Is your IT support delivering what you pay for?
Get a clearer view of your MSP's service, responsibilities and reporting before you renew, renegotiate or change providers.
The review
Look past the monthly report.
A good contract is only useful when the day-to-day service follows it. We compare agreed responsibilities with available ticket and operational evidence, then examine where users and managers feel the difference.
- Contract scope and service levels
- Ticket response and resolution patterns
- Escalation and communication
- Recurring problems and backlog
- Joiner, mover and leaver processes
- Reporting and security ownership
What we need: The agreement, recent service reports and an agreed sample of support records. We can work from redacted records where appropriate. The review scope and access are agreed with you first.
What you take away
Better questions. A clearer choice.
Practical next steps
Specific changes to request, how to measure them and who should own them.
Renew, reset or compare
Questions to take into a renewal or an informed vendor selection process.
Beyond the review
Stay in control as needs change.
If you decide to seek another provider, we can help compare proposals against the same requirements. Ongoing advisory can also help you review performance and risk regularly, with your IT team or MSP carrying out the agreed work.
Any implementation, resale or referral arrangement will be made clear before you engage us for it.
Tell us about your provider decisionIndependent perspective
Read the practical guideHow do you know an MSP recommendation is right for your business?
Before your next renewal
Find out what the service data actually says.
A short discussion is enough to decide whether an MSP review would help.