What "managed IT" actually means in 2026 — and what to ask vendors.
Half the MSPs in Canada mean three different things by the same words. Here's how to cut through the brochure copy and get a contract that doesn't leave you holding the bag at 11pm on a Friday.
Rishi · Founder · Tech & Strategy, Terranotics Tech Solutions
Published April 22, 2026 · Reviewed quarterly
Most "managed IT" agreements are designed to look comprehensive in the sales meeting and look threadbare the first time something breaks. Three questions cut through the marketing every time.
1. What's the response time, and is it a guarantee or an aspiration? Real SLAs are written in minutes, with credits attached when they're missed. If the contract uses words like "best effort" or "during business hours" without a number, you don't have an SLA — you have a wish.
2. Who owns the data when we leave? Backups, password vaults, documentation. The honest answer is *you do*. The dishonest answer is to bury that question in onboarding.
3. Do you do change management, or just react to tickets? A good MSP shows up with a quarterly roadmap. A reactive MSP shows up only when something is on fire.
If you can't get clean answers to those three, walk.