In today’s fast-paced digital world, managed service providers (MSPs) have become the backbone of many businesses, providing essential IT support, cybersecurity, and infrastructure management. But when it comes to selecting an MSP, businesses often fall into the trap of focusing on contracts, promises, and formal agreements. While these elements are important, the real secret to a successful partnership lies in something much more dynamic: relationships.

Why Relationships Matter More Than Contracts

Hiring an MSP is a lot like hiring an employee. They’ve presented their value, communicated how they’ll deliver it, and outlined the services they’ll provide. On the other side, you’ve expressed your business’s unique needs and challenges. Once all the expectations are set, it’s time for everyone to get to work. But here’s the catch: even the most well-thought-out agreements and crystal-clear communications can’t account for the inevitable gray areas.

Let’s face it—no matter how well you and your MSP communicate, there will always be nuances that can’t be captured in a contract. Marketing materials promise certain outcomes, sales teams outline specific goals, and contracts enforce those promises. But once you start working together, things rarely go according to plan. Reality is messy.

Things change—business priorities evolve, your team’s needs shift, and unforeseen issues arise. The question is: how do you keep the momentum going in the face of unpredictability? The answer lies in building a strong relationship with your MSP.

The Dynamic Power of Relationships

At CyberStreams, we don’t just focus on the fine print of contracts. Instead, we focus on relationships—the dynamic, flexible nature of a solid partnership that can adapt and grow with your business. When we become your IT department, we view the relationship as a long-term collaboration rather than a transactional exchange. This approach allows us to adjust our services to your changing needs without needing to revisit the contract every time something new arises.

From your sales representative, who ensures smooth onboarding, to your primary technician, who learns your systems and employees daily, every person at CyberStreams is invested in understanding and supporting the unique realities of your business. Our account managers and leadership team are incentivized based on your happiness and retention—not revenue growth. This ensures that your success is our success.

Scalable Pricing: Adaptable to Your Business Needs

Another key element of fostering a strong relationship with your MSP is predictable, scalable pricing. At CyberStreams, our pricing model grows or shrinks with your business. No need to renegotiate contracts every time a change occurs. We offer flexibility so you always know exactly how much your services will cost, and our commitment to your satisfaction remains unwavering, no matter what shifts along the way.

Three Key Takeaways for Selecting the Right MSP

When choosing an MSP, it’s important to keep these three things in mind to ensure you’re making the right decision for your business:

1. Relationships Matter

When your business evolves or encounters challenges, you want a partner who is deeply invested in your long-term success. You need an MSP that is not just an expert in technology and security, but one that genuinely cares about the growth and wellbeing of your business. A solid relationship will allow both parties to adapt and overcome obstacles together.

2. Incentives Matter

As I outlined in my previous post, "Compensation Structure Matters," the way an MSP compensates its employees can influence their focus. If an MSP incentivizes employees based on revenue growth or efficiency, it might impact their ability to build meaningful, relationship-driven interactions. Look for an MSP that values customer satisfaction over bottom-line growth.

3. IT Planning Meetings (or QBRs) Matter

Quarterly business reviews (QBRs) or regular IT planning meetings are essential to the relationship between your business and your MSP. These meetings should provide real value and insights into your technology and future planning. If your meetings start feeling like a sales pitch, it’s a sign that something’s off. Work with your account manager to ensure these meetings are strategically focused on your goals, not just about upselling services.

Conclusion: Embrace the Power of Relationships

Selecting an MSP isn’t just about negotiating the best contract. It’s about finding a partner who understands your business, adapts to its changing needs, and works with you to overcome obstacles. In a world full of unpredictable challenges, relationships provide the flexibility and resilience that contracts simply can’t.

So when choosing your next MSP, remember: It’s not all about the contract—it’s about the relationships that will sustain you over the long haul. Choose wisely, and invest in a partnership that is as committed to your success as you are.