Choose the Right IT Partner

MSP Evaluation Checklist for Manufacturers

Know what to ask before choosing a managed IT services provider—and how to compare support, cybersecurity, strategic planning, manufacturing experience, pricing, and accountability.

Serving Chicagoland manufacturers since 2001.

Request an IT & MSP Assessment View the Checklist

What Should a Manufacturer Look for in an MSP?

A manufacturing company should evaluate an MSP on more than technical capability or monthly price.

The right provider should be able to support day-to-day users while also managing the infrastructure, cybersecurity, production-network dependencies, outside vendors, and long-term technology planning that keep the business operating.

Important areas to evaluate include:

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Manufacturing experience
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Help desk capabilities
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Response expectations
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IT administration
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Cybersecurity
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Cyber insurance readiness
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IT and OT network experience
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Third-party vendor coordination

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Backup and recovery
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Documentation
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Strategic IT planning
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Hardware lifecycle planning
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Pricing transparency
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Contract terms
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Reporting and accountability

You're not simply hiring someone to fix computers. You're selecting a company that may become responsible for technology your business depends on every day.

Evaluate the whole relationship - not one feature or price

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Evaluate the whole relationship - not one feature or one price.

The Manufacturing MSP Evaluation Framework

Evaluate the whole relationship - not one feature or one price.

Use This Checklist to Compare MSPs

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Ask better questions.

Go beyond basic capabilities to understand how the MSP actually operates.

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Compare apples to apples.

Use a consistent framework to evaluate every provider.

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Identify red flags early.

Avoid surprises, gaps, and future frustrations.

Make confident decisions.

Choose the MSP that best supports your people, systems, and production.

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Plan for long-term success.

Select a partner that helps your business improve and grow.

CHAPTER 1

Can They Support Your Manufacturing Environment?

Manufacturing Experience

Does the MSP Really Understand Manufacturing?

Look beyond a generic claim that they support manufacturers. Ask how they actually operate in environments where office IT and production technology intersect.

Questions to Ask

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How long have you supported manufacturing companies?
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What types and sizes of manufacturers do you typically support?
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Do you understand the difference between IT and OT environments?
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Have you worked around CNC machines, PLCs, robotics, industrial IoT, and other production-connected systems?
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How do you handle legacy equipment that cannot use modern security software?
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How do you coordinate with machine vendors?
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Can you support network segmentation between office IT and production systems?
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Do you understand the operational impact that IT downtime can have on manufacturing?

What a Strong Answer Looks Like

Look for demonstrated experience, not a generic "yes."

The MSP should be able to explain how office IT interacts with production technology, where its responsibilities begin and end, and how it works with machine and industrial vendors.

Ask for examples, not just a yes or no.

If you're evaluating how a provider approaches IT and OT separation, our Manufacturing Network Segmentation Guide explains the issues manufacturers should consider when separating office systems, production equipment, IoT devices, and vendor-connected technology.

Help Desk & Response

Can They Support Your Manufacturing Environment?

Questions to Ask

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Is the help desk staffed internally or outsourced?
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How do users request support?
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What are your support hours?
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What happens outside normal business hours?
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Do you guarantee response times?
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How is ticket priority determined?
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What is your actual average response time?
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Can users speak directly with a technician?
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How are escalations handled?
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What happens when an issue involves another vendor?

Don't Confuse These

Response Time ≠ Resolution Time

Response Time: How quickly someone actually begins addressing your request.

Resolution Time: How long it ultimately takes to solve the problem.

IT Administration

Does the MSP Manage the Environment - or Just React to Problems?

Questions to Ask

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Who is responsible for patching?
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Who manages servers?
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Who manages firewalls?
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Who manages switches and wireless infrastructure?
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Who manages Microsoft 365?
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Who manages user accounts and permissions?
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Who monitors backups?
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Who monitors infrastructure health?
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Who maintains network documentation?
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How are recurring problems identified and addressed?

What Good Looks Like

A strong MSP should be able to explain what it does proactively.

Patching
Monitoring
Administration
Documentation
Maintenance
Recurring issue analysis

IT / OT Capabilities

Can the MSP Manage the Network Around Your Production Equipment?

Questions to Ask

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Can you design and manage VLANs?
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Can you configure firewall policies between network segments?
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Can you separate office IT from production OT?
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Can you isolate legacy manufacturing equipment?
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Can you segment cameras, IoT, guest Wi-Fi, and other systems?
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Can you securely accommodate machine-vendor remote access?
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Can you document communication requirements between systems?
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Can you troubleshoot problems spanning multiple network segments?

The Question to Ask

Who owns a cross-vendor problem?

“If our ERP vendor, machine vendor, Internet provider, and network are all involved in a problem, who owns getting the issue resolved?”

Vendor Coordination

Who Owns the Problem When Multiple Vendors Are Involved?

Questions to Ask

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Will you contact other technology vendors on our behalf?
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Will you troubleshoot before determining another vendor is responsible?
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Will you stay involved until the issue is resolved?
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How do you document third-party systems and vendor contacts?
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How do you coordinate vendor network access?

Red Flag vs. Better Approach

“That's the other vendor's problem.”

Chapter 2

Can They Protect the Business?

Cybersecurity

What Security Controls Are Actually Included?

Ask Whether the Service Includes or Manages

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Endpoint protection
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Endpoint detection and response
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Multi-factor authentication
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Email security
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Security awareness training
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Firewall security
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Patch management
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Vulnerability management
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Backup monitoring
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Incident response planning
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Cyber insurance readiness

Don't Ask Only

“Do you provide cybersecurity?”

Ask instead:

“Which cybersecurity controls are included, which cost extra, and who is responsible for maintaining each one?”

Cyber Insurance Readiness

Can the MSP Help You Answer Cyber Insurance Questions Accurately?

Questions to Ask

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Do you help clients review technical questions on cyber insurance applications?
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Can you verify whether required controls are actually implemented?
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Can you provide supporting technical documentation?
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How do you identify gaps between an insurance requirement and the current environment?
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What happens when the insurer asks about controls that aren't currently implemented?

What a Strong Answer Looks Like

Verification, not box-checking.

The MSP should be able to help verify whether controls actually exist and identify gaps before representations are made to an insurer.

Don't check the box unless you can prove it.

For a more complete look at the controls and documentation involved in insurance readiness, see our Manufacturing Cyber Insurance Guide.

Backup & Business Continuity

What Happens When Something Fails?

Questions to Ask

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What systems are backed up?
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How frequently?
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Where are backups stored?
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Are any backups immutable or otherwise protected?
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How long are backups retained?
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Who monitors backup failures?
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Are restores tested?
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How quickly could critical systems be restored?
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What happens if the physical server fails?
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Who is responsible for recovery?

Important Distinction

Backup ≠ Recovery

Backup: Do we have the data?

Recovery: How do we get the business operating again?

Chapter 3

Will They Help You Plan Ahead?

Strategic Planning / vCIO

Who Helps Leadership Plan Beyond Today's Tickets?

Questions to Ask

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Are strategic planning services included?
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Is there a dedicated vCIO or strategic advisor?
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How often are strategic reviews conducted?
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Do you maintain a technology roadmap?
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Do you identify upcoming technology investments?
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Do you help develop IT budgets?
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Do you track cybersecurity initiatives?
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Do you track hardware lifecycle?
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Are recommendations documented and prioritized?

One Question Reveals a Lot

“What will you be talking to us about when nothing is broken?”

To better understand what this strategic role should include, see our Manufacturing vCIO Guide for a deeper look at technology roadmaps, budgeting, cybersecurity planning, lifecycle management, and ongoing executive-level IT guidance.

Hardware Lifecycle Planning

Will the MSP Tell You About Aging Equipment Before It Fails?

Questions to Ask

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Is hardware inventory maintained?
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Are purchase and installation dates tracked?
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Are warranties tracked?
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Is manufacturer end-of-support monitored?
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Are operating-system lifecycles tracked?
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Are servers, firewalls, switches, and wireless systems included?
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Are replacement recommendations made in advance?
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Are anticipated replacements incorporated into budgeting?

Reactive vs. Proactive

Reactive

Failure → Emergency → Quote → Approval → Replace

Reactive

Failure → Emergency → Quote → Approval → Replace

You can also use our Hardware Lifecycle Planner for Manufacturers to identify aging equipment and begin mapping anticipated replacement needs over the next several years.

Documentation

What Happens If the MSP's Best Technician Is Unavailable?

Ask Whether the Provider Maintains

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Network diagrams
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Firewall documentation
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IP addressing
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VLAN information
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Server documentation
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Microsoft 365 information
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Backup configuration
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Vendor contacts
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Licensing
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Administrative procedures
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Critical system dependencies

The Test

“If your best technician left tomorrow, could another technician effectively manage our environment from your documentation?”

Pricing

Make Sure You're Comparing the Same Things

Questions to Ask

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What's included in the monthly fee?
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What cybersecurity products are included?
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Is vCIO included?
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Is onsite support included?
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Are projects included?
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Are after-hours services included?
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Are backups included?
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Are third-party licenses included?
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What services are billed separately?
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What triggers an additional charge?
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How are user-count changes handled?

Compare Scope, Not Just Price

$185/user vs. $150/user tells you very little by itself.

Compare each item as:

Included
Additional Cost
Not Offered

For additional context on service levels, typical cost drivers, and what manufacturers should expect managed IT pricing to include, see our Managed IT Pricing for Manufacturers guide.

Contract Terms

Understand How the Relationship Works Before You Sign

Questions to Ask

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What is the initial agreement term?
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What happens at renewal?
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What is the cancellation requirement?
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Are there early termination fees?
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What happens if service levels aren't met?
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Who owns purchased equipment?
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Who owns documentation?
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What happens to our information when the relationship ends?
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How is transition assistance handled?
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How are credentials transferred when services end?

Ask Before You Sign

Ask for examples, not just a yes or no.

Accountability & Reporting

How Will You Know the MSP Is Doing What It Promised?

Questions to Ask

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What performance metrics are tracked?
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Is response time measured?
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Are unresolved issues reviewed?
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Are recurring issues analyzed?
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Are cybersecurity risks reported?
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Are backup problems reported?
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Are lifecycle risks reported?
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Are strategic recommendations documented?
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How often does leadership review the relationship?
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Who is accountable for overall client satisfaction?

A Managed Service Should Be Measurable

Response
Outstanding issues
Recurring problems
Security risks
Backup health
Lifecycle risks
Strategic initiatives

Can They Support Your Manufacturing Environment?

After reviewing the questions above, the scorecard becomes the summary tool for comparing each provider side by side.

Compare Providers Side by Side

MSP Comparison Scorecard

Use the questions in this guide to evaluate each provider based on their actual answers, capabilities, and approach—not simply their sales pitch or monthly price.

Evaluation Area	Importance	TR Technologies	MSP #2	MSP #3	Notes
M Manufacturing Experience	High
S Support & Response	High
C Cybersecurity	High
IT IT/OT Capability	High
V Vendor Coordination	High
B Backup & Recovery	High
v Strategic Planning (vCIO)	High
D Documentation	Medium
H Hardware Lifecycle Planning	Medium
$ Pricing Transparency	Medium
T Contract Terms	Medium
R Reporting & Accountability	Medium

How to Use This Scorecard

Ask each MSP the same questions.

Use the evaluation categories and questions already covered in this guide.

Rate the actual answers.

Evaluate how each provider operates rather than relying on sales language.

Consider strengths and weaknesses.

One deficiency in a critical area may matter more than several minor advantages.

Choose based on business priorities.

The right MSP should support your people, systems, security, production, and long-term goals.

Importance Guide

High — Critical to the business

Medium — Important, but not usually decisive by itself

Download the Full MSP Evaluation Worksheet

Use the complete printable worksheet to compare providers side by side and record their answers to the questions in this guide.

Assess Your Current IT Support

Related Resources for Manufacturers



Managed IT Pricing Guide

Understand typical managed IT investment and what's included.

$View Guide



Cyber Insurance Guide

Understand common cybersecurity controls and insurance readiness.

$View Guide



Network Segmentation Guide

Learn how manufacturers can separate office IT and production environments

$View Guide



Hardware Lifecycle Planner

Plan technology replacements before equipment becomes an emergency.

$View Guide



Manufacturing vCIO Guide

Learn how a vCIO provides strategic IT leadership and long-term planning.

$View Guide

Put TR Technologies Through the Same Checklist.

You shouldn't have to take our word for it. Ask us the same questions you'd ask any other managed IT provider (MSP) and see how our approach compares.

Request an IT & MSP Assessment

or call (630) 405-0749

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20+ years serving manufacturers

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Guaranteed response expectations

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Strategic vCIO services included

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One partner. Fewer headaches.