What is an MSP?

When an organization partners with a Managed Service Provider (MSP), the MSP supplements or fully manages certain aspects of the company’s IT infrastructure. The collaboration usually begins with a comprehensive readiness assessment, evaluating the organization's current IT environment. This assessment identifies potential gaps, security vulnerabilities, and areas for improvement to support business goals effectively.

Since every business has unique needs, MSPs offer customized solutions rather than a one-size-fits-all approach. Common offerings include:
Helpdesk Support: MSP helpdesk services remotely resolve user issues. Many MSPs charge on a per-ticket basis, billing for the time spent troubleshooting and any necessary hardware repairs.
Subscription-Based Services: MSPs offering a subscription model provide proactive management of an organization’s infrastructure, often billing clients a fixed monthly fee. This service includes resolving risks and issues as part of the Managed Service Agreement (MSA). Subscription pricing is typically based on the number of devices managed.

Service Level Agreement (SLA): MSPs define key deliverables like cybersecurity, performance monitoring, and system management through a detailed Service Level Agreement (SLA). This document outlines response times, performance metrics, and security expectations, ensuring that businesses know what to expect.
Remote Monitoring and Management (RMM): MSPs deploy enterprise-level software platforms, such as Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) tools, to oversee and manage devices. Implementation may take time, as the MSP sets up and configures the software across the organization.
By outsourcing IT management to an MSP, organizations can focus on their core business while enjoying enhanced security, reduced downtime, and improved performance.

When an MSP partners with an organization, it is expected to fill in some gaps or roles in an organization's IT staff or technology. Collaboration between an MSP and the organization typically begins with a readiness assessment that determines the current-state environment. This assessment may point out potential gaps for improvement, security vulnerabilities, and how to properly support business objectives.

There is not one specific design for every company, so an MSP can provide different solution offerings. 

MSP helpdesk support focuses on remotely supporting end-users to resolve issues. MSPs that provide this option charge for the time spent resolving tickets and for any hardware used to repair the problem.

MSPs that offer a subscription base model focus on the quality of service of an organization's infrastructure and usually bill clients a fixed monthly service. If a problem or risk arises, the MSP solves the problem as part of the service agreement. Managed Service Agreement through the subscription model is based on defined rates per device.

Cybersecurity, monitoring, management, reporting, and other services are defined using an SLA that documents what the organization can expect from the MSP. Response times, performance and security specifications are also included in the service agreement.

MSPs use enterprise level (PSA) professional service automation and (RMM) remote monitoring and management software platforms to assist with the managment and monitoring of devices.  Expect to have an implementation time for the MSP to deploy the software throughout the organization. 

If your organization already has IT staff in place, you may be wondering how an MSP can help your organization. The common perception among businesses is that partnering with a managed services provider (MSP) means handing over control of the internal IT entirely.

This, however, is far from the truth. In fact, your IT staff can work in tandem with an MSP and grow to complement each other.

An MSP can fortify your IT team by providing the necessary services, policies, and equipment that can reduce risks in your existing IT infrastructure. Partnering with an MSP can also support your organization during periods of growth or downturn.

The best thing about working with a managed service provider is that you can gain access to various levels of experts. When your IT staff and MSP are partners, your organization benefits.

Not all MSPs offer cybersecurity. Many MSPs do not have a major focus or expertise in cybersecurity.

Limited staff. It may take time for a smaller MSP to respond to an issue and security risks.

Potential upselling. Some MSPs try to sell hardware and software, this can distract them from their core focus of supporting their clients.  Today's supply chain problems can also cause friction and delays in business objectives. 

Poor visibility. If an MSP is using the cheapest tools or non-enterprise level software visibility into ticket status and documentation may be limited. 

Dependency on third-party providers. Companies that use an MSP to handle day-to-day support can form a reliance on the MSP. If the managed service provider fails to follow through on the documentation, process development, and visibility.

Pricing models. MSPs can have a variety of pricing which will make it hard to compare apples to apples on pricing.  

• All-inclusive pricing. Also referred to as the all-you-can-eat, an MSP charges a flat fee for its services, many times this pricing misses key support services and focuses on cost control vs service quality.
• Tiered pricing. Can limit what level of service you get access to. If there is no agreement in place for higher-end or tier three support organizations can expect to see limited services until the next tier is purchased. 
• Monitoring-only pricing. MSPs that only offer monitoring and alerting services, this limited service has the lowest value and replaces the software cost to monitor devices.
• Per-device or user pricing. The MSP charges a flat fee for each device or user managed. This can allow flexibility for organizations to grow or decrease monthly.

The term MSP applies to outsourced IT services.

A Managed Service Provider (MSP) delivers outsourced IT services, offering key value in several areas, including:

• Cybersecurity & SOC Services: Protecting businesses from cyber threats.
• IT Infrastructure Management: Ensuring seamless system operations.
• Helpdesk Support: Resolving user issues remotely.
• User Access Management: Handling onboarding and offboarding controls.
• System Administration: Overseeing critical business systems.

Advanced MSPs, like Tailwind IT, provide additional services such as disaster recovery and cloud solutions, ensuring business continuity and scalable infrastructure.

As your organization evolves, so do its technology needs. Deciding between expanding your internal IT team with costly talent or outsourcing IT functions can be challenging. A Managed Service Provider (MSP), like Tailwind IT, offers a flexible solution that addresses these concerns. By partnering with an experienced MSP, you can enhance your IT infrastructure, security, and overall efficiency without the burden of additional staff. Schedule a discovery call with Tailwind IT to explore how they can add value to your business.