Key KPIs to Evaluate Your Managed IT Services Provider

Businesses of all sizes are depending more and more on Managed IT Services Providers (MSPs) in today's fast-paced digital environment to support scalable growth, secure infrastructures, and maintain operational efficiency. However, outsourcing your IT management alone is insufficient; in order to make sure your investment is yielding genuine returns, you must measure performance well. Key Performance Indicators (KPIs) are useful in this situation.

Businesses can enhance service quality, promote continuous improvement, and evaluate the efficacy of their MSP by monitoring the appropriate KPIs. In this blog, we'll go over the key performance indicators (KPIs) that you should keep an eye on when working with an MSP, as well as how businesses like HashRoot assist their customers in tracking and improving these metrics.

1. Response Time and Resolution Time

Response time, or how soon an MSP acknowledges a support ticket, and resolution time, or how long it takes to fix the problem, are two of the most important KPIs for any MSP. Business continuity and user satisfaction are directly impacted by these metrics.

Strict Service Level Agreements (SLAs) at HashRoot guarantee that customer concerns are recognised and addressed in timeframes that are among the best in the industry. Real-time tracking of both metrics is provided by their round-the-clock support system, which keeps clients informed and assured.

2. First Call Resolution Rate

This KPI calculates the proportion of problems that are fixed during the initial interaction without requiring follow-up or escalation. An effective, well-trained support staff is indicated by a high first-call resolution rate.

HashRoot places a strong emphasis on technical excellence, giving its engineers extensive domain knowledge and certifications to address problems efficiently from the outset.

3. Uptime and System Availability

In the digital age, consistent uptime is a must. Companies demand that their websites, apps, and systems have an uptime of 99.9% or more.

Minimal downtime is guaranteed by HashRoot's proactive monitoring services and infrastructure optimisation, and they frequently provide clients with comprehensive uptime reports so they are aware of service stability.

4. Incident Volume and Trend Analysis

Patterns found by tracking the quantity and kind of incidents over time may point to underlying problems or vulnerabilities in the infrastructure. A decline in the number of incidents is a clear sign that the MSP is proactively preventing issues.

HashRoot helps businesses maintain smooth operations by detecting and resolving problems before they become more serious through the use of sophisticated analytics and AI-driven monitoring tools.

5. Security Metrics

MSPs need to show that they can safeguard your infrastructure in light of the growing threats to cybersecurity. Important KPIs consist of:

Number of detected threats
Number of prevented breaches
Patch management success rate
Time to detect and respond to incidents
In addition to offering clients monthly security health reports and compliance tracking, HashRoot provides a full security stack that includes SIEM, firewall management, and vulnerability scanning.

6. Customer Satisfaction (CSAT) Score
End-user feedback is the best indicator of MSP performance. Client reviews, Net Promoter Scores (NPS), and CSAT surveys all offer important information about the calibre of services.

Through quarterly reviews and transparent reporting, HashRoot keeps a close eye on customer satisfaction, making sure that the needs of the client always come first when providing services.

7. Backup and Disaster Recovery Readiness
Regular, successful backups and speedy recovery times must be guaranteed by an MSP. KPIs to monitor consist of:

Backup success rate
Recovery Time Objective (RTO)
Recovery Point Objective (RPO)

Even in the worst-case situation, HashRoot's disaster recovery solutions guarantee that data loss is kept to a minimum and that services can be promptly restored.

Final Thoughts

Making the strategic choice to work with the best-managed IT services provider can help or hurt your company's operations. You can hold your MSP responsible and maintain a results-driven partnership by keeping an eye on key performance indicators.

With more than ten years of international experience, HashRoot provides managed IT services that are secure, scalable, and extremely quantifiable. HashRoot is the best MSP partner for companies that require quality and openness, offering everything from proactive system monitoring and round-the-clock assistance to comprehensive security insights and performance reporting.

Measuring the right KPIs ensures you're getting value from your MSP investment. For businesses looking to go a step further, integrating DevOps as a Managed Service can significantly amplify ROI. Learn how.