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Whitepaper · MSP Performance

MSP benchmarking 2024

Performance benchmarks across SLA, cost, security, and operational metrics for Australian mid-market MSPs. Australian MSP market: $9.1B (IMARC, 2025).

Published 1 Dec 2024Updated 17 Oct 2025

Market snapshot

The Australian managed services market reached $9.1 billion in 2025, with mid-market organisations (50-500 employees) representing 42% of total spending[1]. The market is large, but performance is uneven.

Operational benchmarks

  • SLA compliance, only 54% of Australian MSPs consistently meet Priority 1 and Priority 2 benchmarks[2]
  • First-call resolution, top MSPs 72-85%, average MSPs 45-58%[4]
  • Vendor support window, top MSPs keep 85%+ of systems in support, average MSPs only 62%[6]
  • Formal monitoring, organisations using it report 67% higher satisfaction and 34% lower unplanned downtime[3]

The security claim gap

94% of MSPs claim "enterprise-grade security" in marketing materials. Only 61% actually maintain current ISO 27001 / SOC 2 certifications with third-party audit evidence[5]. That is the gap independent oversight is designed to close.

Research sources

Evidence-based, transparently sourced.

All statistics and research findings on this page are supported by authoritative sources. Behind The SLA is committed to evidence-based advisory and transparent methodology.

  1. [1]
    IMARC Group. (2025). Australian Managed Services Market Report
    The Australian managed services market reached $9.1 billion in 2025, with mid-market organisations (50-500 employees) representing 42% of total spending
  2. [2]
    Behind The SLA. (2024). SLA performance benchmarks
    Industry benchmark for Priority 1 incidents: <15 minutes response, <4 hours resolution. Priority 2: <1 hour response, <24 hours resolution. Only 54% of Australian MSPs consistently meet these standards
  3. [3]
    Behind The SLA. (2024). Performance monitoring impact analysis
    Organisations with formal MSP performance monitoring report 67% higher satisfaction rates and 34% lower unplanned downtime compared to those without structured oversight
  4. [4]
    Behind The SLA. (2024). First-call resolution benchmarks
    Top-performing MSPs achieve 72-85% first call resolution rates for common incidents, while average performers achieve 45-58%
  5. [5]
    Behind The SLA. (2024). MSP security certification audit
    Only 61% of MSPs maintain current security certifications (ISO 27001, SOC 2) and regular third-party security audits, despite 94% claiming "enterprise-grade security"
  6. [6]
    Behind The SLA. (2024). Support window compliance benchmarks
    High-performing MSPs maintain 85%+ of client systems within current vendor support windows, compared to 62% for average performers

Methodology Note: Behind The SLA conducts independent research validation for all published statistics. Where proprietary research is cited, it is based on aggregated, anonymised data from client engagements spanning 15+ years of MSP industry experience.

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