The benefits of using an MSP compared with in-house management
Businesses face mounting pressure in today’s digital environment to maintain robust IT systems and security. One critical decision in this context is whether to manage those services in-house or partner with a Managed Service Provider (MSP).
In this blog, we explore the potential benefits of using an MSP and some of the conversations you need to have upfront with any prospective provider. The insights below are based on the extensive experience we’ve built up over the years supporting thousands of customers globally through cyber incidents.
The right MSP can be a powerful ally, but making the wrong choice could simply create a false sense of security. Bear in mind also, that outsourcing can never fully transfer risk, so it’s important to be crystal clear about exactly what you are, and are not getting from an MSP.
The benefits of using an MSP compared with in-house management
• Cost efficiency: Building an internal IT team requires a significant investment in recruitment, training and tools. MSPs offer predictable monthly costs and access to specialised expertise without the overhead
• Access to expertise: MSPs typically employ professionals with knowledge across multiple technologies and security frameworks, that can be costly to replicate in-house. But bear in mind, also, that MSP vary significantly in the level of expertise they deliver
• Scalability: As your business grows, the right MSPs can scale their services quickly, so you avoid the delays that come with hiring and on-boarding new members for your team
• 24/7 support: Many MSPs provide round-the-clock monitoring and response service. This can help you avoid downtime and mitigate some of the additional risks that arise when an incident occurs overnight or at the weekend. But, again, bear in mind that some providers who say they offer 24/7 support only provide automated alerting outside working hours.
Key questions to ask your MSP
Before signing a contract or reviewing an existing one make sure you fully understand what’s included in the monthly charge, and what might cost extra.
Based on the gaps we most often find when responding to incidents, here are some of the key areas to cover off before committing yourself:
1. What is the MSP actually offering?
• Does the agreement cover proactive monitoring, patching and incident response, or just basic maintenance?
• Are the security services on offer bundled or billed separately?
• Is the MSP genuinely and verifiably equipped to deliver what they claim and do they hold appropriate certifications?
2. How are the MSP’s security products monitored?
• Is the monitoring service offered active and human-led or does the provider rely solely on automated tools?
• Will alerts be reviewed 24/7, or only during standard business hours? (Tip: Ask what will happen if an incident occurs at 2 a.m.)
• Make sure you understand whether monitoring is backed up by response. Simply assuming that it could be a costly misunderstanding.
3. Are perimeter appliances and software patched?
• Firewalls, VPNs and endpoint protection need to be regularly updated. It’s important to make sure this is part of the service you are being offered.
4. Account access security
• Is Multi-Factor Authentication (MFA) enforced wherever possible?
• How are credentials stored? Are they encrypted and kept in a secure vault?
• Are accounts granted only the minimum permissions required to perform their role
5. Incident response and escalation
• What SLAs does the MSP commit to in terms of responding to critical alerts?
• Do they offer analysis and remediation, or is there an additional charge for those services?
6. Licence tier and logging
A point many organisations overlook is how their licence level affects the amount of information their systems actually record. Not all service tiers capture the same detail, so it’s important to be clear about which tier you’re actually getting. If you need to investigate a security incident, missing information can slow things down or limit what your provider can find out.
• Licence tier: Confirm whether you are on a basic, standard or premium tier for services like VPNs, firewalls and endpoint protection. Lower tiers often lack advanced security features, EDR capabilities, and advanced firewall analytics
• Logging and retention: Ask what logs the MSP captures and how long these will be retained. For example: VPN logs are critical for tracing access during an incident. Some basic packages don’t store them at all, while some others don’t retain logs for long enough to enable an effective investigation
• Visibility: Ensure you have access to these logs or that your MSP can provide them promptly during an investigation.
Hidden costs
Many organisations simply assume that their MSP will cover all aspects of security and IT management. In reality, advanced features like 24/7 monitoring, vulnerability scanning and incident response often come at an additional cost. Unfortunately, many businesses only discover this after an incident occurs.
Final thoughts
An MSP can be a powerful ally, but achieving clarity upfront is key. Review your contract, ask detailed questions, and make sure your provider’s capabilities really do align with your true risk profile and compliance requirements. A proactive conversation today can avoid costly surprises tomorrow.
Contact our team for more information at enquiries.uk@solissecurity.com
