Insider warnings from Raxxos Technology Inc.

If you’ve ever tried comparing MSPs in Vancouver, you’ve probably noticed they all sound the same. Everyone promises fast response times, 24/7 support, great service, strong security.

From the outside, it feels impossible to tell the difference.

But inside the industry, there are a handful of things that separate a true MSP from someone who’s just trying to look like one. These are the little gotchas that people usually only learn the hard way.

Let’s break them down so you don’t have to.

1. Response Times: The Most Misleading Number in the Industry

You’ve probably seen MSPs brag about a “3-minute response time” or something close.

Sounds incredible. And technically, it might even be true. But here’s the part no one explains.

What does “response” even mean?

Some MSPs count the tiniest action as a “response,” like:

• an automated email
• a ticket confirmation
• a quick “got it, thanks”
• a bot pinging you back

Technically, they responded.
But nothing is fixed. Nothing is moving.

The number that actually matters

If you want a clear picture of how an MSP performs, ask for two numbers together:

• Average response time
• Average resolution time

Response is just “we heard you.”
Resolution is “problem solved.”

If someone tells you they respond in under five minutes but won’t share resolution time, that’s a yellow flag. When you look at both stats side-by-side, you see how the operation really runs.

At Raxxos, we tell clients straight up—response times mean nothing without resolution to back them up.

2. 24/7 Support: Everyone Claims It, But It Means Three Different Things

“24/7 support” is one of the most abused marketing claims in the MSP world.

From a business owner’s perspective, it sounds great.
From inside the industry, it can mean three completely different things.

Option 1: The owner sleeps with his phone on

Seriously. This happens more often than you think.
The MSP is basically one guy who promises “after-hours support” by keeping his phone on his nightstand.

It’s well-intentioned, but it’s also chaotic and unreliable.

Option 2: Outsourced overseas call center

This is super common.

When you call after hours, you get routed to a team in another country that doesn’t know your systems, doesn’t know your network, and can’t actually roll someone on-site.

They mostly log the ticket for the local team to look at in the morning.

The quality varies a lot here – some are just glorified call-centers, others are more integrated into the MSP and can perform remote system administration tasks to fix problems. The big thing is that you clarify with the MSP, what they actually mean by 24/7, who’s working after-hours, and what are their real capabilities.

Option 3: A real local team working in shifts

Very few MSPs actually do this because it’s super expensive.

But this is the only true definition of 24/7 support.

Do you even need 24/7?

A lot of businesses think they do, but actually don’t.

If your team runs 9-5, Monday to Friday, paying for genuine around-the-clock support usually doesn’t make sense.

At Raxxos, we always ask clients what their actual operating hours are. There’s no point in selling something you don’t need. And, most MSPs today even if they are not truly 24/7, they have software and automations that do run 24/7, which is a heck of a lot better than having nothing!

3. Team Size: The Difference Between a Real MSP and a One-Person Show

Team size is another area where the details get fuzzy.

The solo-operator problem

Some IT consultants operate alone, which is fine. There’s nothing wrong with being a one-person shop.

The problem is when a solo operator presents themselves like a full MSP.

If they get sick, take a vacation, or get slammed by a big emergency, everything slows down. Things fall through the cracks. Phones go unanswered.

This creates expectations they simply can’t meet.

On the flip side, big doesn’t automatically mean better

The right size depends on your business. Some small companies do great with a solo consultant. Others genuinely need a team of specialists working around the clock.

At Raxxos, we’re transparent about our team because it sets the right expectations from day one.

4. Do They Have a Real Office… or Just a Mailing Address?

Not every MSP needs a massive office. Many helpdesk technicians are now working from home and MSPs are more distributed than ever!

But having a real, secure physical space still matters more than most people think.

Why a real office matters

A proper MSP needs space to:

• store equipment
• stage and image laptops
• receive hardware shipments
• work on repairs

If everything’s being done out of someone’s spare bedroom, you’re taking on risks you can’t see.

Raxxos didn’t start in an office either

In the early days, we had pallets of laptops show up in the driveway. If rain was coming, we’d have to time it right so we were outside during delivery so we could break down the pallet and rush everything inside as quick as possible.

It worked, but it definitely wasn’t ideal!

Now imagine ordering 100 laptops through your MSP.

Do you want those delivered to someone’s home driveway… or a properly secured business location?

5. Insurance: The Most Overlooked (and Most Important) Question

This one hardly ever comes up in MSP shopping, but it matters massively.

You should ALWAYS ask:

• Do you carry business liability insurance?
• How much?
• Do you carry cyber insurance?
• Does your cyber policy extend to client incidents?
• Do you have E&O (Errors & Omissions) coverage?

If something goes wrong – data loss, breach, downtime, anything… you want to know the MSP can survive the hit and keep supporting you.

The simple way to verify an MSP is actually legitimate

Anybody can claim to be an MSP – it’s not a protected industry, unlike things like lawyers, doctors, and CPAs. You don’t need a special license or be board-approved to be an MSP. That’s why it’s so important to ask these questions.

That’s also why MSPAlliance created the MSP Verify certification. It’s the only independent third-party audit designed specifically for MSPs.

If someone has gone through that process, you can trust they’re operationally sound and properly insured.

Final Thoughts: You Don’t Need to Be an IT Expert to Pick the Right MSP

You don’t need to be an expert, but you do need to ask the right questions! It’s about knowing which questions reveal how the MSP really operates.

Here’s the quick checklist:

• Ask for response and resolution times
• Ask what 24/7 support actually means
• Check team size and structure
• Confirm they have a real, secured office
• Verify insurance and cyber coverage
• Look for third-party audits like MSP Verify

If you want help comparing MSPs or want a straight, pressure-free opinion on what your business actually needs, reach out to us at Raxxos Technology Inc.

We’re a friendly bunch, and we’ve been doing this across Vancouver and the Lower Mainland for 15+ years.