Choosing a managed services provider (MSP) is one of the most important technology decisions your organisation will make. Get it right, and you have a trusted partner that keeps your infrastructure running reliably, proactively manages risks, and helps you get more value from your technology investment.
Get it wrong, and you’re locked into a contract with a provider that’s reactive, uncommunicative, and unable to support your growth.
This guide gives you the 10 questions every Australian organisation should ask before signing a managed services agreement.
1. What is included in your standard managed services offering?
This sounds obvious, but the answer reveals a lot. A quality MSP should be able to give you a clear, detailed scope of services without hesitation.
Watch out for vague answers like “we manage your IT environment” without specifics. Push for clarity on:
- Exactly which systems and devices are covered
- What monitoring tools are used, and what they monitor
- What is included in the base price vs what attracts additional charges
- How helpdesk support works — hours, channels, response process
Red flag: An MSP that can’t clearly articulate what’s included and excluded in their standard offering.
2. What are your SLA response and resolution times?
Service Level Agreements define the provider’s commitment to you when things go wrong. Ask specifically about:
- First response time for critical incidents
- Target resolution time for critical incidents
- Business hours vs 24/7 coverage
- How incidents are prioritised and escalated
- What happens if SLA targets are missed
What good looks like:
- Critical: 30-minute response, 4-hour resolution (24/7)
- High: 1-hour response, 8-hour resolution
- Medium: 2-4 hours response, next business day resolution
Red flag: SLAs measured in “business hours only” for a 24/7 operation, or vague language like “we’ll get back to you as soon as possible.”
3. Where is your NOC located?
This question matters more than most organisations realise.
An Australian-based Network Operations Centre means:
- Engineers who understand Australian business hours, public holidays, and working practices
- No language or communication barriers during stressful incidents
- Data sovereignty — your monitoring data stays in Australia
- Faster response — no handoff delays across time zones
Offshore NOC operations are common among cheaper MSPs. They can work — but they introduce communication friction that compounds during critical incidents.
Ask: Where are your NOC engineers located? What hours do they operate? Who do I speak to at 2 am on a Sunday if my systems go down?
4. What certifications do your engineers hold?
Technical certifications are an objective measure of your provider’s expertise. For a managed services provider in Australia, look for:
Cloud:
- AWS Certified Solutions Architect
- Microsoft Azure Administrator / Solutions Architect
- Google Cloud Professional Cloud Architect
Network:
- Cisco CCNA / CCNP / CCIE
- Fortinet NSE certifications
Security:
- CISSP (Certified Information Systems Security
- Professional)
- CompTIA Security+
- Certified Ethical Hacker (CEH)
ITIL:
- ITIL Foundation / Practitioner (service management)
Red flag: An MSP that can’t provide a list of certifications held by its engineering team.
5. Can you provide references from similar organisations?
Any reputable MSP should be able to provide references from clients of a similar size and industry. When speaking with references, ask:
- How long have you been with this provider?
- How do they handle critical incidents?
- Are they proactive or reactive in their approach?
- Have there been any significant outages, and how were they handled?
- Would you renew your contract with them?
Red flag: An MSP that is reluctant to provide references, or can only provide references from very different types of organisations.
6. How do you handle security and compliance?
For Australian organisations — particularly those in mining, defence, finance, and healthcare — security and compliance requirements are non-negotiable.
Ask specifically:
- How do you implement and maintain the Essential Eight?
- How do you support APRA CPS 234 compliance (if relevant)?
- What security monitoring tools do you use?
- How are security incidents detected, contained, and reported?
- What is your patch management process and timeline?
- How do you handle data sovereignty requirements?
Red flag: An MSP that treats security as an add-on rather than a core component of their service delivery.
7. What does your onboarding process look like?
The onboarding process sets the tone for the entire relationship. A structured onboarding process indicates a mature, professional provider.
Ask for a detailed breakdown of:
- How long does onboarding take
- What documentation do they produce of your environment
- How they transition from your current provider (if applicable)
- What your team needs to do during onboarding
- How do they establish baseline performance metrics
What good looks like: A documented onboarding methodology with clear milestones, deliverables, and timelines.
Red flag: An MSP that says “we’ll just connect to your systems and get started” without a structured process.
8. How do you communicate with clients?
Communication is one of the most common complaints about MSPs. Understand exactly how your provider communicates before you sign.
Ask about:
- How are incidents communicated during an outage?
- What does regular reporting look like?
- How often will we have formal review meetings?
- Who is my dedicated point of contact?
- How do I escalate if I’m unhappy with the service I’m receiving?
What good looks like: A named account manager, monthly reporting, quarterly business reviews, and a clear escalation path.
Red flag: No dedicated account manager, infrequent or template-only reporting, and no clear escalation process.
9. What are the contract terms and exit conditions?
Managed services contracts can be complex. Understand exactly what you’re signing before you commit.
Ask specifically about:
- Contract length — standard is 12–36 months
- Price escalation clauses — how much can prices increase and when?
- Termination conditions — what are the grounds for termination without penalty?
- Exit process — how is data returned and systems handed over if you leave?
- Liability — what is the provider liable for if they cause an outage or data loss?
Red flag: Automatic renewal clauses with short notice periods, excessive price escalation clauses, and vague exit conditions.
10. How do you stay current with technology?
The technology landscape changes rapidly. Your MSP needs to evolve with it.
Ask:
- How do you keep your team’s skills current?
- What emerging technologies are you investing in?
- How do you advise clients on technology roadmaps and future planning?
- Are you investing in AI and automation tools to improve service delivery?
What good looks like: Regular training and certification programs, a clear technology roadmap for their service offerings, and proactive advice to clients on technology trends.
Red flag: An MSP focused entirely on keeping the lights on today with no vision for the future.
Red Flags Summary
Watch out for these warning signs when evaluating managed services providers:
- Vague scope of services with no clear inclusions and exclusions
- Business hours only SLAs for 24/7 operations
- Offshore NOC with no Australian-based support
- Unable or unwilling to provide references
- Security is treated as an add-on rather than a core service
- No structured onboarding process
- No dedicated account manager
- Lock-in contracts with aggressive renewal and escalation clauses
- No investment in team training and development
Why Digital Bloc
Digital Bloc is an Australian-based managed services provider delivering 24/7 NOC monitoring, proactive infrastructure management, and SLA-backed support for organisations across mining, defence, logistics, and enterprise sectors.
We publish our pricing transparently, provide dedicated account engineers on every engagement, and back our service with clear, fair contract terms.
View our Managed Services offering → https://thedigitalbloc.com/our-services/managed-services-noc/
See our pricing → https://thedigitalbloc.com/pricing/
Ready to evaluate Digital Bloc as your managed services provider? Contact our team https://thedigitalbloc.com/contact-us/ — we’re happy to answer all 10 of these questions and provide references from existing clients.