The MSP Dependency Trap: When Outsourcing Blurs Accountability
The MSP Dependency Trap: When Outsourcing Blurs Accountability
Partnership requires parity. Keep the keys, share the work, measure outcomes.
Why this matters
Your MSP should be an extension of your team — not a substitute for it. Over-reliance breeds blind spots and slow crisis response.
1. The Blame Game
The game: “That’s not in our scope” during incidents.
Counterplay: Document responsibilities in a RACI matrix, signed by both parties.
2. The Alert Black Hole
The game: MSP filters alerts — you never see warning signs.
Counterplay: Require read-only dashboard access for your internal lead.
3. The “We Own the Tools” Lock
The game: MSP hosts monitoring tools — you lose visibility if you switch.
Counterplay: License tools in your name. Provider manages configuration only.
4. The SLA Mirage
The game: SLA promises 99.9% uptime — but excludes weekends.
Counterplay: Audit SLA definitions. Require credits for missed KPIs.
5. The Cost Escalator
The game: “Base fee” grows 10–15% annually without justification.
Counterplay: Add CPI-linked caps and annual value reviews tied to outcomes.
CEO Mini-Checklist
- RACI matrix on file
- Shared dashboard access
- Tools licensed in your name
- SLA credits enforced
- Annual cost/ROI review.
Final Word
Outsourcing works when accountability is symmetric. Own the keys; measure value.