The MSP Health Score

How often do you receive clear, detailed reports from your MSP?

Every month, with actionable insights Monthly, but mostly generic templates Quarterly, and I have to chase them I haven't seen a report in months

When you raise a critical issue, how quickly does the MSP respond?

Within the hour, with a named engineer Same day, but often rotated to someone new 24-48 hours, generic response I follow up multiple times before getting traction

How would you describe the quality of the engineers assigned to your account?

Senior, consistent, understand our environment Decent, but I often re-explain context Constantly changing, offshore, generic scripts Clearly underqualified, follow a script only

Does your MSP contract include any of these red flags?

No lock-in, transparent pricing, clear SLAs Minor lock-in, mostly reasonable terms Long lock-in, vague SLAs, auto-renewal Non-compete, punitive exit clauses, hidden fees

If you're an MSP worker: does your pay reflect the rate the client is charged?

Yes, I know my billable rate and it's fair I have a rough idea I suspect a large gap but don't know the numbers I have no idea, and I think I'd be angry if I did I'm a client, not a worker

How does your MSP handle staff turnover?

Low turnover, long-tenured team Moderate, but managed well High — I get a new account manager every 6 months Constant churn, no one knows my account

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The MSP Health Score - MSP Guide Australia

How often do you receive clear, detailed reports from your MSP?

When you raise a critical issue, how quickly does the MSP respond?

How would you describe the quality of the engineers assigned to your account?

Does your MSP contract include any of these red flags?

If you're an MSP worker: does your pay reflect the rate the client is charged?

How does your MSP handle staff turnover?

Want the full analysis?

Frequently Asked Questions

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The MSP Health Score - MSP Guide Australia

The MSP Health Score

How often do you receive clear, detailed reports from your MSP?

When you raise a critical issue, how quickly does the MSP respond?

How would you describe the quality of the engineers assigned to your account?

Does your MSP contract include any of these red flags?

If you're an MSP worker: does your pay reflect the rate the client is charged?

How does your MSP handle staff turnover?

Want the full analysis?

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Frequently Asked Questions

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