Why some business owners feel burned
Even people who work at MSPs say parts of the industry have earned their reputation. The problems people describe tend to fall into a few patterns:
- Narrow scope at a low price. A quote looks cheap because it covers monitoring software and antivirus, while everything else is billed hourly.
- Selling tools instead of outcomes. A security product is installed, but nobody reviews its alerts or tunes it.
- Scare tactics. Pressure to buy now, based on fear rather than a clear explanation of your actual risk.
- Contracts that are hard to leave. Long terms, automatic renewals and unclear handover duties.
None of these are unique to IT, but they're hard for a non-technical buyer to spot.
Questions that expose overcharging or underdelivery
- What exactly is included, and what isn't? Ask for written exclusions, not just a list of what's included.
- What will we be billed for outside the monthly fee? Onsite visits, new computer setups, projects, after-hours work, vendor coordination.
- Who reviews security alerts, and when? "We have EDR" is not an answer. Ask who responds and how quickly.
- How do we see that the work happened? Reports on patching, backup tests, alerts and account changes.
- What do Microsoft 365 and other licenses cost through you, and what does that include? It's reasonable to ask how license pricing compares with buying directly and what management is bundled in.
- How do we leave? Notice period, data and documentation handover, who owns the admin accounts.
Our guide to comparing two MSP proposals goes into this line by line, and why managed IT invoices get complicated explains the charges that commonly cause confusion.
Signs your provider may be underdelivering
- You can't get a straight answer about what's included.
- Reports never arrive, or always show perfect results.
- Security recommendations are mostly new products, with no review of how your current tools are configured.
- You don't know who holds the administrator credentials for your email, domain and firewall.
- Every small request seems to become a billable project.
One of these alone isn't proof. Several together are worth a direct conversation, and possibly a second opinion.
The honest tradeoff: cheap is not the same as good value
A lower price can be perfectly legitimate if the scope is smaller and you're comfortable with that. The problem is when two quotes look comparable but aren't. A provider that charges more and includes backup testing, security response and documentation isn't automatically overcharging. A provider that charges less and bills for everything else isn't automatically a bargain. Compare the work, not the monthly figure.
Price matters, but so does the cost of risk. A good MSP's job is to reduce your exposure to cybercrime and keep your people productive. At Blue Tree Technology®, we focus on responsive customer support, we invest in our staff so they can take good care of our clients, and we stay on top of issues before they slow your team down. We choose our tools for performance, not just to check a box. Some providers install antivirus and move on. We measure ourselves by whether our clients succeed.
FAQ
Is it a red flag if an MSP resells our Microsoft 365 licenses?
Not by itself. Many providers do, and it can simplify billing and support. Just ask what the license price includes and whether you keep admin control if you leave.
Should we get an outside audit of our MSP?
If trust has broken down or you're in a regulated industry, a one-time independent review can be worthwhile. Agree on scope and access first.
Are long contracts a sign of a scam?
No, but understand the terms before signing. See why MSP contracts are long.
Still have a question?
Ask Little Sprout for general information. If you'd like a second set of eyes on what your current agreement covers, schedule a free 15-minute discovery call.