How to Solve Problems with your Managed Service Provider

problems with managed services provider
Your MSP should strive for customer satisfaction, but if you’re having problems, you have options.

Ideally, when you sign up for managed IT services, you’ll confidently hand over the management of your IT network and receive quality service throughout the duration of your contract.

However, here at The KR Group, we know the ideal scenario isn’t always what actually occurs.

Our managed IT services engineers strive to give you the best experience, and through communication, they’re typically able to resolve customers’ concerns. However, we know there are still customers who have considered leaving us to find a different service.

On the flip-side, we’ve onboarded managed services customers hoping we’ll provide better service than their previous provider.

If you’re having issues with your managed IT services provider (MSP) and have considered looking into how to leave your MSP, you have three options to consider:

  1. You can stick with your MSP until the end of your contract.
  2. You can talk to your provider about changing the quality of its managed IT services.
  3. You can exit your managed services contract.

You might find yourself in one of these options or moving around among them. Whichever one resonates with you, we’ll try to help you better understand what you can do to address and improve issues with your MSP.

1.   You can stick with your MSP.

For some customers, the problems they’re facing might not be impactful enough to warrant considering prematurely leaving their managed IT services contract or confronting their MSP about it. 

Whether it is a condition you knew about going into the contract or a small issue you can easily work around, you have the option to do nothing and wait out the remainder of your MSP contract.

If you choose this option, you can’t expect any changes from your MSP’s service. However, you won’t have to worry about penalties and fees for leaving a contract early.

2.   You can try and make a change.

If the problem is enough of an issue for you to do something about it, you can reach out to your MSP about your concerns.

Bringing up the issue, especially if it’s your first time addressing the problem, gives the company a chance to identify your concerns and try and fix them.

An MSP can’t solve what they don’t know is wrong. Having a meeting about your concerns and how the provider can address them is the best way to see if it can make things right before you look for other options.

Onboarding with a new MSP includes fees for an audit and hardware (if required), which you can avoid if your MSP turns things around enough for you to stay in your contract or even renew it in the future.

3.   You can exit your contract.

If you’ve already discussed your problems with your MSP, and you are still unhappy with their service, it’s OK to consider leaving.

If you’re in the first 90 days of a contract, some MSPs (including The KR Group) allow you to leave without any penalties.

If you decide you want to leave your managed IT services contract after that, though, you’ll be obligated to the terms laid out in your contract, which typically includes paying out the remainder of the contract to exit the agreement.

Before leaving a managed IT services agreement, you’ll want to check your contract.

At the end of the day, you have to do what is right for your business and weigh paying out your contract against the poor quality of service.

If the best option for your business is finding someone better equipped to handle your IT environment, it might ultimately make the most sense in the long term to leave your MSP contract.

This option is going to be the most expensive option of the three, though, since you’ll have to pay out the remainder of your contract and pay to onboard with a new MSP.

How to leave your managed services provider

So if you do decide to leave your MSP contract prematurely, how do you do it?

There are a few steps to leaving your MSP if you’re still in a contract:

1.    Have a new MSP lined up

If you’re going to leave your current provider, you’re going to want to have everything set up with a new provider to avoid a lapse in IT service.

Having as seamless of a transition as possible between providers is critical for your business’s operations.

(We’ll discuss choosing a new MSP later.)

2.    Discuss your problems and explain why you’re leaving.

Even if you’re set on leaving and there is nothing your current provider can do to persuade you to stay, bringing up the issue makes them aware of their shortcomings and why you’re leaving.

3.    Offboarding with the old and onboarding with the new

You’ll need to finalize the process of leaving your current MSP and beginning coverage under your new provider. We have a whole article on this process, “How to Switch to a New Managed IT Services Provider.”

Choosing a new MSP for better services

If you do end up deciding to look for a new MSP, you’ll want to make sure the new provider doesn’t have the same – or even worse – issues.

A couple of articles we think will help you find a reputable MSP include:

We also wrote a review of our managed IT services for you if you’re interested in how we can help: “Pros and Cons of The KR Group’s Managed IT Services.”

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