What to Look for in an MSP or MSSP — And What Red Flags to Avoid

Your IT partner can make or break your business

When your technology works, your team works. But when your IT partner drops the ball, the impact hits fast: missed deadlines, downtime, security gaps, frustrated employees, and customers questioning your credibility.

One growing architecture firm in Nashville found this out the hard way. They trusted an “affordable” local IT provider that promised fast support and strong security. In reality, they waited days for ticket responses, and their network documentation was a mess.

When ransomware hit, their so-called backups were useless — they hadn’t been tested in over a year. The firm lost weeks trying to recover files, blew through project deadlines, and watched three of their biggest clients walk away because they couldn’t trust that their sensitive plans and data were secure.

What looked like a good deal on paper turned into lost revenue, reputational damage, and months of scrambling to rebuild trust.

If you’re already working with an MSP — or considering hiring one — you deserve to know what to look for and what to avoid, so you’re never left picking up the pieces.

 

How to spot a true partner, not just another vendor

Your MSP or MSSP should feel like an extension of your team, not just a help desk that ghosts you when you need them most. Look for:

1. Proactive support, not just break-fix help

Great providers monitor your systems 24/7, install updates, and prevent problems before they cost you money.

2. Clear service-level agreements (SLAs)

Look for written promises on response times, resolution times, and clear escalation if issues linger.

3. Transparent pricing — no hidden fees

You should always know what you’re paying for and when costs will change. Surprise invoices are a sign to run.

4. Security-first mindset

A modern MSP is also your security partner. They should offer managed detection and response, employee training, and regular vulnerability checks.

5. Local presence, national reach

You want fast support when you need it most. A local partner with the ability to help your teams anywhere is the best of both worlds.

 

Red flags that say “it’s time to move on”

It’s easy to stay with a familiar vendor out of habit — but these red flags are too big to ignore:

• You’re always calling them first — they never catch issues before they become problems.
• Tickets linger for days (or weeks!) with no resolution.
• They can’t explain their process or show proof that they’re really protecting you.
• They’re using the same tools and approach they did 10 years ago.
• You’ve grown, but they haven’t scaled with you — putting your business at risk.

 

What makes Novatech different

At Novatech, we help businesses with 20 to 250 users protect what they’ve built — and grow with confidence. We see ourselves as part of your team, not just a vendor you call when something breaks.

When you partner with us, you get:

• Real 24/7 support with a Security Operations Center based in Atlanta
• Proactive threat monitoring and fast response
• Transparent pricing with no hidden fees
• Written SLAs that hold us accountable
• Local experts based in Nashville and throughout the Southeast, with the reach to help you anywhere in the country

You deserve an IT partner who works as hard as you do — and always has your back.

 

Ready for a real partnership?

If you’re not sure your current MSP or MSSP would keep you safe when it matters most, let’s talk. We’ll help you find the gaps, fix the cracks, and keep your clients’ trust exactly where it belongs — with you.

Book your free IT consultation today.

Novatech: Security. Productivity. Peace of Mind.