Here’s a list of 10 things customers often wish their Managed Service Provider (MSP) would do — based on common frustrations and expectations businesses have:

1. Be Proactive, Not Reactive

   Monitor systems continuously and fix issues before they impact business operations instead of only responding when something breaks.

2. Communicate Clearly and Regularly

   Provide plain-language updates, monthly reports, and status check-ins so customers know what’s being done behind the scenes.

3. Offer Strategic Guidance

   Act as a trusted advisor, helping businesses plan for growth, security, compliance, and new technology — not just fix day-to-day problems.

4. Be Transparent About Costs

   Avoid hidden fees, explain billing clearly, and help clients understand the ROI of their IT investment.

5. Improve Response and Resolution Times

   Answer support requests quickly, set realistic SLAs, and follow through until the issue is truly resolved.

6. Prioritize Cybersecurity

   Continuously update security tools, educate employees on best practices, and stay ahead of evolving threats.

7. Support Remote and Hybrid Work Seamlessly

   Provide reliable VPNs, cloud solutions, VoIP, and collaboration tools that make working from anywhere smooth and secure.

8. Be Flexible and Scalable

   Adjust services as the client’s business grows or changes instead of forcing them into rigid contracts.

9. Know Their Business, Not Just Their Technology

   Understand the client’s industry, workflows, and unique challenges so IT solutions actually support business goals.

10. Deliver a Human Touch

    Build relationships, assign familiar points of contact, and avoid making customers feel like just another ticket number.