NonProfits across Connecticut and Rhode Island are under increasing pressure to maintain uptime, prove cybersecurity readiness, and meet compliance standards — often without a dedicated IT team. If you’re responsible for operations, donor trust, or program delivery, you’re also responsible for technology… even though you didn’t sign up to be a CIO.
Choosing the wrong Managed Service Provider (MSP) can expose your organization to costly downtime, cyber risks, and compliance failures that directly impact your mission. According to NTEN’s 2024 NonProfit Digital Investments Report, 45% of NonProfits say they aren’t investing enough in technology to support their mission, leaving organizations more vulnerable to downtime, cyber incidents, and operational disruption. The stakes are high.
This guide walks you through 10 essential questions every NonProfit should ask when evaluating an MSP, along with what the answers should actually sound like, what to watch for, and how to know if a provider truly understands the mission-driven world you operate in.
1. What experience do you have working with NonProfit organizations?
What to look for: Real examples of NonProfit clients, familiarity with grant cycles, compliance requirements, and donor-management systems.
A good MSP will confidently discuss how they support mission-driven teams, restricted budgets, and the unique pressures of board oversight.
Why it matters: A NonProfit in some ways, operates differently than for-profit companies. You need a partner who understands that.
2. How do you structure your pricing for NonProfits?
What to look for: Flat, predictable monthly pricing aligned with grant cycles. No hidden fees.
A strong answer: “Your monthly cost is fully predictable, includes support, and won’t fluctuate. We also build roadmaps that align with grant schedules so you can budget confidently.”
According to NTEN’s 2024 NonProfit Digital Investments Report, unpredictable technology costs remain one of the biggest barriers to effective planning for NonProfits, making predictable monthly pricing essential for financial stewardship.”
3. What is your approach to cybersecurity for NonProfits?
What to look for: Multi-layered security, MFA, endpoint management, regular assessments, and staff training.
NonProfits are now targeted at levels similar to small businesses, with attacks rising in the past year. Your MSP should understand the sensitivity of donor data and program information.
4. How do you handle after-hours support?
What to look for: True 24/7 support with guaranteed response times and clear escalation paths.
Ask directly: “Do you know what your MSP’s actual response times are?” If they can’t show proof, that’s your answer.
5. What is your disaster recovery strategy?
What to look for: Documented backup procedures, regular recovery testing, and realistic recovery time objectives.
If they cannot explain when and how you’d get critical systems back online after an outage, move on.
6. How will you help us plan technology long-term?
What to look for: A 12–36-month technology roadmap, grant-aligned upgrade planning, and lifecycle management.
A strong answer: “We’ll meet with you regularly to plan ahead, avoid surprise expenses, and ensure your technology supports your programs and mission impact.”
7. What is your onboarding process?
What to look for: A structured transition that minimizes downtime and confusion.
A strong answer: “We handle documentation, staff onboarding, vendor coordination with clear checkpoints and communication so your team always knows what’s happening.”
8. How do you measure and report on service quality?
What to look for: Monthly reports, ticket dashboards, project updates, and transparent performance metrics.
A trustworthy MSP welcomes accountability.
9. What is your staff turnover rate?
What to look for: Stable, long-term staff and ongoing certifications.
High turnover is a hidden red flag. It often leads to inconsistent support and poor communication.
10. Can you provide references from other NonProfit clients?
What to look for: Willingness and enthusiasm to share references.
If they hesitate, it usually means they don’t have happy NonProfit clients.
Bonus: Red Flags to Watch for in Proposals
- Reluctance to provide clear, written pricing
- No specific experience with NonProfits
- Lack of local presence or unclear support structure
- Missing or vague security protocols
- No mention of compliance expertise
- No measurable response-time commitments
- Long-term contracts with heavy cancellation penalties
How I-M Technology Answers These Questions
At I-M Technology, we’ve spent over 20 years supporting NonProfit across Southern New England. We understand the pressures you face with restricted budgets, compliance demands, donor expectations, and the constant need to stay operational.
Here’s how we answer the questions above:
- Deep experience serving NonProfit and their missions
- True fixed-fee pricing aligned with NonProfit budgeting
- Robust cybersecurity practices aligned with CTDPA, HIPAA and cyber insurance requirements
- 24/7 support with transparent, documented response times
- Long-term technology roadmaps tailored for grant-funded planning
- Smooth onboarding designed to minimize downtime
- Monthly reporting and transparent ticket metrics
- Low turnover and a trained, mission-focused engineering team
- Strong references from NonProfit leaders across CT and RI
If you want a structured, NonProfit-tailored way to evaluate MSP proposals, download our Free NonProfit IT Money Pit Report.
Your mission deserves an IT partner who understands the heart behind your work and knows how to protect it.
