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Independent MSP Governance

MSP Oversight & Accountability

Independent validation your service provider delivers value-not just contractual minimums.
Transform your MSP from a cost centre to a strategic partner.

SLA Validation
Monthly performance tracking against contracted commitments
Cost Optimisation
Identify significant savings without service reduction
Security Validation
Independent audit of security controls and compliance
Contract Protection
Review renewals and prevent lock-in clauses

Independent MSP oversight from someone who has run service delivery teams.

Most companies rely entirely on self-reported metrics from their MSP-the very vendor being measured-creating an inherent conflict of interest. Without independent validation, performance inevitably drifts from promised to minimal viable delivery.

Having managed service delivery teams at leading Australian MSPs for 15+ years, I've seen firsthand how this happens. MSPs face constant pressure to maximise margins while clients lack the technical expertise to hold them accountable. Our structured oversight approach reduces client churn by 25%[1] and typically identifies 15-25% cost savings[2] through optimisation-not service cuts.

The Accountability Gap

  • •
    Self-reported metrics: MSPs grade their own performance without independent validation
  • •
    Annual cost creep: 15-20% increases year-over-year without performance improvement
  • •
    Vendor-biased recommendations: MSPs recommend solutions they resell, not what clients actually need
  • •
    Unexplained SLA breaches: Missed commitments without consequences or remediation plans
  • •
    Lock-in clauses: Contracts designed to make switching MSPs prohibitively expensive

Independent Oversight

  • Monthly SLA validation: Independent tracking of response times, resolution rates, and service availability
  • Quarterly cost analysis: Identify 15-25% savings[2] through license optimisation and service right-sizing
  • Recommendation validation: Independent review of every vendor proposal before you commit
  • Contract protection: Review renewals, prevent lock-in clauses, ensure exit strategies exist
  • Security validation: Verify security controls actually implemented, not just documented
SLA Performance Validation

SLA Performance Validation

Monthly tracking of ticket response times, resolution rates, system uptime, and security patch compliance. Compare contracted commitments to actual delivery with independent metrics-not self-reported data.

Cost Optimisation Analysis

Cost Optimisation Analysis

Quarterly review identifying 15-25% savings[2] through license optimisation, service right-sizing, and elimination of redundant tools. Typical finding: companies paying for 200 Microsoft 365 E5 licences when 150 E3 licences would meet actual usage.

Vendor Proposal Validation

Vendor Proposal Validation

Independent review of every MSP recommendation before you commit. Verify proposals serve your needs-not vendor margins. Recent example: MSP recommended $80K firewall refresh; client needed $12K configuration update.

Comprehensive MSP oversight methodology.

Seven interconnected service components ensuring your MSP delivers value, not just contractual minimums.

1

SLA Compliance Monitoring

Monthly tracking of actual performance against contractual commitments

  • Incident response time validation (not just closure time)
  • Resolution quality assessment (problems solved vs. temporarily bypassed)
  • Service availability measurement (real user impact, not just system uptime)
  • Documentation of SLA breaches and required corrective actions
  • Service credit calculation when performance gaps occur

Research proves structured SLA tracking reduces client churn by 25%[1]

Deliverable: Monthly SLA compliance dashboard showing actual vs. promised performance with trend analysis

2

Service Quality Assessment

Quarterly deep-dive evaluating actual service delivery

  • Proactive service delivery measurement (problems prevented vs. problems reacted to)
  • Customer satisfaction tracking across your organisation
  • Comparison against industry benchmarks for similar-sized organisations
  • Technology debt assessment (temporary fixes becoming permanent liabilities)
  • Innovation contribution evaluation (MSP bringing new ideas vs. maintaining status quo)

Deliverable: Quarterly service quality report with specific improvement recommendations

3

Cost Optimisation Analysis

Ongoing review identifying waste and optimisation opportunities

  • License utilisation audits (paying for software nobody uses)
  • Service scope validation (billing for services outside contractual commitments)
  • Pricing competitiveness assessment against market rates
  • Vendor relationship optimisation (better pricing through competition)
  • Architecture efficiency review (over-provisioned infrastructure, redundant services)

Typical finding: 15-25%[2] cost reduction through optimisation, not service reduction. Average mid-market client with $1.2M MSP spend identifies $180K-$300K[2] in annual savings opportunities

Deliverable: Quarterly cost optimisation report with specific actionable recommendations

4

Security Control Validation

Independent verification of cybersecurity claims

  • Documented security controls actually exist and function as promised
  • Backup and disaster recovery testing (not just existence, but actual restoration capability)
  • Vulnerability management assessment (problems identified AND remediated promptly)
  • Compliance framework validation (ACSC Essential Eight, ISO 27001, industry standards)
  • Incident response capability verification

73%[3] of organisations outsourcing security to MSPs yet 39%[4] of MSPs struggling to maintain expertise makes independent validation critical

Deliverable: Annual security control audit with board-ready risk assessment

5

Technology Roadmap Alignment

Ensuring MSP recommendations serve your business strategy

  • Evaluation of every major MSP recommendation (migrations, upgrades, new services)
  • Architecture decision review for vendor lock-in risk and competitive pricing
  • Strategic fit assessment (does this solve a business problem or create MSP revenue?)
  • Alternative solution identification when MSP proposals don't optimise value
  • Multi-year technology planning independent of vendor upgrade cycles

68%[5] of CIOs worried about vendor lock-in

Deliverable: Ongoing recommendation assessments and annual strategic technology roadmap

6

Contract Management & Dispute Resolution

Expert advocacy when relationship issues emerge

  • Contract interpretation with technical expertise MSPs can't dismiss
  • Renewal negotiations ensuring competitive pricing and appropriate terms
  • Scope change management (preventing scope creep or unjustified billing increases)
  • Performance improvement plans when SLA breaches become systematic
  • Vendor transition management if relationship becomes unrecoverable

Deliverable: As-needed expert advocacy and annual contract review

7

Board-Level Executive Reporting

Quarterly documentation meeting governance requirements

  • Technology risk assessment in language non-technical directors understand
  • MSP performance summary with clear metrics and trend analysis
  • Cost optimisation status and savings realised
  • Cybersecurity posture validation
  • Strategic alignment evaluation

ASX Corporate Governance Principle 7.2[6] requires boards to oversee cybersecurity and digital disruption risks

Deliverable: Quarterly board report and annual comprehensive technology governance assessment

What this looks like in practice

Professional Services Firm (120 staff, $1.2M annual IT spend)

Challenge

Melbourne-based professional services firm experienced recurring billing disputes, increasing costs despite flat headcount, and cybersecurity concerns following industry peer breach. Board requested independent validation of MSP performance and technology investment value.

Approach

Behind the SLA conducted 30-day comprehensive assessment of MSP relationship, followed by ongoing quarterly oversight engagement.

30-day assessment + ongoing quarterly oversight

Results

  • 30% improved response times at 20% lower cost
  • $180K annual licensing savings
  • Prevented 40% cost increase from cloud migration

Detailed Findings

Before Oversight:
  • •$180,000 in unnecessary Microsoft 365 licensing (E5 licences deployed to users needing only E3)
  • •Systematic SLA breaches: 34% of incidents exceeded contractual response times
  • •Cybersecurity gap: Promised EDR solution deployed to only 60% of endpoints
  • •Per-device pricing included 40 network switches and 25 printers, inflating monthly fees by $3,200
  • •MSP-recommended cloud migration would have locked client into specific vendor stack with 40% higher operating costs
After Independent Oversight:
  • Managed transition to new MSP delivering 30% improved response times at 20% lower cost
  • Renegotiated licensing saving $180K annually
  • Implemented multi-vendor cloud strategy preventing 40% cost increase
  • Full EDR deployment and validated security posture
  • Board ready quarterly reporting meeting governance requirements

Transparent, value-aligned pricing.

Typically 10-15% of your annual MSP spend. For a company paying $200K/year to an MSP, expect $20K-$30K annually for independent oversight.

No commissions. No vendor kickbacks. No conflicts of interest.

Essential Oversight

$4,500/month

Companies spending $150K-$300K annually on IT services

  • Monthly SLA performance reviews
  • Quarterly cost optimisation analysis
  • Security control validation
  • Recommendation review (vendor proposals)
  • Email support within 24 hours
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Most Popular

Strategic Partnership

$7,500/month

Companies spending $300K-$600K annually on IT services

  • Bi-weekly performance check-ins
  • Real-time incident review
  • Contract negotiation support
  • Technology roadmap validation
  • Strategic planning sessions
  • Board-ready quarterly reports
  • Priority response (4-hour)
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Enterprise Governance

Custom

Companies spending $600K+ annually or managing multiple IT vendors

  • Dedicated oversight team
  • Multi-vendor management
  • Monthly board reporting
  • Compliance audit support (SOC 2, ISO 27001)
  • M&A technology due diligence
  • Executive steering committee participation
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Research Sources

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]
    Gartner. Research on MSP SLA Management. Structured SLA tracking reduces client churn by 25% over two yearsView Source
  2. [2]
    Behind the SLA Proprietary Research. Based on 15+ years of MSP industry experience. Average finding: 15-25% reduction in MSP spend through optimisation

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. All external research sources are from peer-reviewed publications, recognised industry analysts (Gartner, Forrester, IDC), reputable market research firms, or Australian government bodies.