We know that managing a not-for-profit organisation is challenging. You must manage donor data, plan fundraising events, collaborate with other organisations, etc. To help your not-for-profit operations, you might want to get help from an IT managed service provider (MSP).
The right MSP can streamline operations, enhance cyber security, and ensure your IT infrastructure effectively supports your mission. However, choosing the right partner requires careful consideration. Here are 10 essential questions to ask managed service provider to ensure they meet your organisation’s unique needs.
1. Have You Worked with Organisations Similar to Ours?
Not-for-profits have distinct requirements, such as managing sensitive donor data and operating within strict regulatory frameworks. It’s crucial to work with a managed service provider that not only understands these unique needs but also has experience in managing similar operations. Ask if they’ve worked with similar organisations and request specific references or case studies. This will give you a clearer picture of how effectively the MSP can tailor their services to meet your NFP’s needs.
2. What Are Your SLA Terms for Response and Resolution Times?
SLA (Service Level Agreement) is a contract between a service provider and a client that outlines the expected level of service. Service Level Agreements (SLAs) are vital for setting precise service speed and reliability expectations. IT issues can disrupt critical operations like managing donations and volunteer coordination, potentially affecting your NFP’s ability to fulfil its mission. Find out how quickly MSPs respond to issues and the timeframe for resolutions. The MSP’s SLA should reflect a commitment to helping your NFP run smoothly and minimise the impact of such disruptions.
3. How Will You Work with Our Existing IT Team?
If you have an in-house IT team, clear lines of responsibility are essential. Ask the MSP how they plan to work alongside your team, including role definitions, communication protocols, and joint responsibilities. Strong collaboration ensures a seamless, cohesive approach to IT management.
4. What Does Your Onboarding Process Look Like, and How Long Does It Take?
Transitioning to a new MSP should be as smooth as possible. The comfort of having a well-structured onboarding process, clearly defined and including timelines for setup, staff training, and establishing points of contact, can instill confidence. A well-defined onboarding experience can minimise disruptions and get you operational quickly.
5. Can You Explain Your Pricing Structure in Detail, Including Any Additional Fees?
Many NFPs operate on limited budgets, so understanding the complete cost of services upfront is essential. Ask for a transparent breakdown of their pricing and any additional costs that may arise, such as for special support, software upgrades, or project-based fees.
6. How Do You Ensure Your Services Are Affordable for Not-for-profit
Not-for-profits have unique financial constraints; a suitable managed service provider will be mindful of this. Look for providers that offer flexible pricing models or customised solutions that deliver maximum value within your budget.
7. Will We Have a Dedicated Technician for Onsite Support?
Knowing that you will have a dedicated technician for onsite support, and understanding how often they will visit, can provide a sense of security. Onsite support ensures the MSP is familiar with your specific environment, tools, and systems. A dedicated technician provides consistency and can address issues that remote support may not cover. Regular onsite visits can prevent potential problems and offer a more personalised service.
8. Which Vendors and Partners Do You Work With?
The technology partners and vendors an MSP works with reflect their expertise and focus. If your organisation relies on specific software, having an MSP with partnerships or vendors for that technology ensures better support. It also indicates that the MSP is well-versed in industry-standard tools and practices.
9. What Measures Do You Take to Ensure the Security of Our Donor Data?
Protecting donor data is very important for not-for-profit, as breaches can damage both financially and reputationally. Ask the MSP about their data security protocols, including how they prevent unauthorised access, detect breaches, and backup sensitive information.
10. How Will You Report Your Work and How Frequently?
The last questions to ask managed service provider is about reporting. Regular reports provide insight into your IT systems’ performance and the MSP’s support effectiveness. Reporting frequency and content should match your needs, whether monthly updates on system health or quarterly security assessments.
Conclusion
By asking the right questions to ask managed service provider, you can ensure that you select a partner who will support your NFP’s mission and help you achieve your goals. The reassurance of having a reliable MSP will provide reliable IT support and align its services with your mission, ensuring that your technology investments enhance your impact and efficiency.
In ITConnexion, we have years of experience working with NFPs. We tailored our solutions to the unique needs of NFP. Let’s start a free obligation discussion with our expert team. Contact us today.
