“MSP’s don’t work”.
That is a pretty bold statement.
In my experience the above statement is true and i’ll even go further, by suggesting that you should employ an infrastructure monitoring contractor instead of using a managed service provider. Obviously I am a little biased.
I have worked for a few managed service providers over my career.
MSP’s are very busy places, they support lots of customers with many different requirements.
MSP’s assign their customers to a service delivery manager who specifies a suitable 1st/2nd/3rd line engineer to resolve the customers incidents and requests.
Many UK Companies like the idea of outsourcing IT / monitoring services, introducing complex help desk systems to log calls with remote help desks.
If the remote MSP support company offer effective/efficient processes to provide support, facilitate projects, understand requirements and make their customers happy then the relationship works well. Of course cost is also an important factor.
MSP’s in most cases take on too many customers, they don’t provide documentation, don’t create a satisfactory service and this makes their customers unhappy.