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    MSP Performance Scorecard (PDF version)

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    MSP Performance Scorecard

    Independent assessment tool by FyrTech

    How to use this scorecard

    This scorecard helps you objectively evaluate your current Managed Service Provider (MSP) across five critical areas of IT service delivery.

    Instructions:

    1. Rate each statement on a scale of 1-5
    2. Be honest - this is for your benefit
    3. Calculate your score for each category
    4. Review the interpretation guide
    5. Identify red flags and action items

    Rating scale:

    1
    Strongly disagree
    2
    Disagree
    3
    Neutral
    4
    Agree
    5
    Strongly agree

    1. Responsiveness & support

    How quickly does your existing provider respond to urgent issues?

    1
    2
    3
    4
    5

    Are support tickets resolved within promised timeframes?

    1
    2
    3
    4
    5

    Is there a dedicated point of contact who knows your business?

    1
    2
    3
    4
    5

    Can you easily reach someone when you need help?

    1
    2
    3
    4
    5

    Does your existing provider proactively communicate about potential issues?

    1
    2
    3
    4
    5
    Category total (out of 25):

    2. Security & compliance

    Does your existing provider provide regular security updates and patches?

    1
    2
    3
    4
    5

    Are you confident in your backup and disaster recovery plans?

    1
    2
    3
    4
    5

    Does your existing provider conduct regular security assessments?

    1
    2
    3
    4
    5

    Are you compliant with relevant industry regulations?

    1
    2
    3
    4
    5

    Does your existing provider provide security awareness training for your team?

    1
    2
    3
    4
    5
    Category total (out of 25):

    3. Communication & transparency

    Do you receive clear, non-technical explanations when needed?

    1
    2
    3
    4
    5

    Are billing statements detailed and easy to understand?

    1
    2
    3
    4
    5

    Does your existing provider provide regular status updates and reports?

    1
    2
    3
    4
    5

    Do you feel heard when you raise concerns?

    1
    2
    3
    4
    5

    Is there a clear escalation process for unresolved issues?

    1
    2
    3
    4
    5
    Category total (out of 25):

    4. Technical performance & reliability

    Are recurring technical problems resolved permanently?

    1
    2
    3
    4
    5

    Does your infrastructure meet your business needs?

    1
    2
    3
    4
    5

    Are system updates and maintenance performed reliably?

    1
    2
    3
    4
    5

    Does your existing provider recommend proactive improvements?

    1
    2
    3
    4
    5

    Is your network and system performance consistently good?

    1
    2
    3
    4
    5
    Category total (out of 25):

    5. Value & cost transparency

    Do you feel you're getting good value for the money you pay?

    1
    2
    3
    4
    5

    Are there unexpected charges or surprise bills?

    1
    2
    3
    4
    5

    Does your existing provider help you optimize IT spending?

    1
    2
    3
    4
    5

    Are contract terms clear and fair?

    1
    2
    3
    4
    5

    Would you recommend your existing provider to other businesses?

    1
    2
    3
    4
    5
    Category total (out of 25):

    Scoring guide

    Your total score:
    out of 125
    Percentage:
    %

    Score interpretation

    80-100%: Excellent performance

    Your existing provider is performing well across all areas. Continue to maintain open communication and provide feedback to keep things on track.

    60-79%: Good with room for improvement

    Your existing provider is doing an adequate job, but there are areas that need attention. Schedule a meeting to discuss your concerns and set clear expectations for improvement.

    40-59%: Significant issues

    Your existing provider is underperforming in multiple areas. Consider a formal review meeting, document your concerns, and set a timeline for improvement. Start exploring alternatives.

    0-39%: Critical problems

    Your existing provider is failing to meet basic service standards. Seriously consider switching providers. Your business continuity and security are at risk with this level of service.

    Red flags: when to consider switching

    Check any that apply to your situation:

    Multiple categories scoring below 60%
    Security & compliance score below 70%
    Responsiveness & support score below 60%
    Overall score below 50%
    Consistent pattern of missed SLAs
    Recurring technical problems that don't get permanently fixed
    Unexpected or unclear billing
    Difficulty reaching support when you need help
    Lack of proactive communication or recommendations
    Feeling like your concerns are ignored

    If you checked 3 or more red flags, it's time to seriously consider your options.

    Your action plan

    Immediate actions:

    Schedule a review meeting with your provider's leadership
    Document specific examples of issues in weak areas
    Request a service improvement plan with timeline
    Review your current contract terms and SLAs

    Questions to ask your provider:

    Based on your weak areas, ask about:

    • What are your guaranteed response and resolution times?
    • How do you measure and report on performance?
    • What security measures and compliance certifications do you have?
    • How do you handle service failures or missed SLAs?
    • What is your process for proactive monitoring and recommendations?
    • Can you provide references from similar businesses?

    Need help deciding your next steps?

    FyrTech provides independent Technology Confidence Assessments to help you understand whether to improve your current MSP relationship or make a change.

    What you get:

    • Professional evaluation of your provider's performance
    • Security and risk assessment
    • Cost transparency review
    • Clear stay-or-switch recommendation
    • Actionable next steps

    Contact us:

    Visit: www.fyr.tech

    Email: assessment@fyr.tech

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