Shady ASThe global managed services market reached $335 billion in 2024 and is projected to grow at a compound annual growth rate of 14.1% through 2030, according to Grand View Research. This explosive growth reflects a fundamental shift in how businesses approach IT infrastructure: rather than building and maintaining costly in-house teams, organizations increasingly rely on managed service providers (MSPs) to deliver predictable, expert-level IT support at a fraction of the cost.
For small and medium-sized businesses in Belgium and across Europe, the decision to partner with an MSP is often straightforward. The real challenge lies in selecting the right provider from a crowded marketplace. A poor choice can result in security vulnerabilities, unexpected costs, and service disruptions that damage your business. This guide walks you through every critical factor to evaluate, from pricing structures and SLA components to security credentials and the distinct advantages of working with a local Brussels-based provider.
Understanding MSP pricing models
Managed service providers use several pricing models, and understanding the differences is essential to controlling your IT budget. The most common approaches are per-device pricing, per-user pricing, tiered bundles, and monitoring-only plans. According to the 2023 Global MSP Benchmark Survey, more than one-quarter of MSPs now use a combination of per-user and per-device pricing, while 21% have adopted a pure per-user model. Notably, the per-device model has declined in popularity, dropping from 17% to just 13% of respondents between 2022 and 2023.
Per-device pricing charges a flat monthly fee for each supported device, typically ranging from $30 to $200 per device depending on the type and complexity. A common breakdown might be $69 per desktop, $299 per server, and $29 per network printer. This model is transparent and easy to budget for, but it can become expensive as employees use multiple devices. Per-user pricing, which typically ranges from $100 to $250 per user per month, covers all devices used by an individual, making it more predictable for organizations with remote workers who use laptops, mobile devices, and home office equipment.
Tiered pricing is arguably the most popular model among MSPs. Providers create bundled packages, often labeled bronze, silver, and gold, with each tier offering progressively more services. A basic tier might include remote monitoring, patch management, and basic helpdesk support, while premium tiers add proactive security monitoring, on-site support, and strategic IT planning. When evaluating tiered plans, pay close attention to what is excluded from lower tiers, as critical services like backup management or security monitoring are sometimes only available at the highest price point.
Beyond these core models, some MSPs offer all-you-can-eat flat-rate plans or a la carte pricing for individual services. The a la carte approach gives you maximum flexibility but makes budgeting unpredictable. The best choice depends on your organization's size, device complexity, and growth trajectory. A growing company with 50 to 200 employees typically benefits most from per-user pricing combined with a tiered service package.
SLA components and what to negotiate
The service level agreement is the backbone of your relationship with an MSP. A well-structured SLA defines performance expectations, response times, resolution targets, and accountability measures. Industry best practice is to establish different resolution timeframes based on issue severity: critical system outages should mandate a response within 15 to 30 minutes and resolution within 2 to 4 hours, while routine requests like password resets can allow 24-hour windows.
Key SLA components to negotiate include uptime guarantees, which should be at least 99.9% for critical infrastructure; response time commitments broken down by severity level; clearly defined escalation procedures; and measurable reporting requirements. Critically, ensure the SLA specifies what constitutes a resolution, whether that means a temporary workaround or a complete permanent fix, as this distinction can dramatically affect your experience.
Financial accountability is another essential element. A strong SLA includes provisions for service credits or financial penalties when targets are missed. Common structures offer 5% to 10% service credits for each hour of downtime beyond the guaranteed threshold. However, avoid SLAs that cap penalties at trivially small amounts, as this suggests the provider does not take their commitments seriously. You should also negotiate the right to terminate the contract without penalty if critical SLA breaches occur repeatedly.
Finally, ensure the SLA includes regular review and modification clauses. Your IT needs will evolve, and a static SLA will quickly become irrelevant. Quarterly business reviews with your MSP should include SLA performance analysis and the opportunity to adjust targets and services as your business grows.
MSP vs. MSSP: choosing the right security model
One of the most important distinctions in the managed services landscape is the difference between a managed service provider (MSP) and a managed security service provider (MSSP). While MSPs focus primarily on IT management, network health, and system maintenance, operating from a network operations center (NOC), MSSPs specialize exclusively in cybersecurity, operating from a dedicated security operations center (SOC) with 24/7 threat monitoring capabilities.
Most MSPs include baseline security services such as firewall management, antivirus deployment, and patch management. However, they typically lack the deep cybersecurity expertise required for advanced threat detection, incident response, vulnerability assessments, and compliance management. MSSPs, on the other hand, provide services like SIEM management, penetration testing, threat intelligence, security awareness training, and regulatory compliance support for frameworks like GDPR, ISO 27001, and NIS2.
For many SMBs, the ideal approach is to work with an MSP that has strong security partnerships or in-house security capabilities. Some providers operate as hybrid MSP/MSSP organizations, offering both IT management and advanced security services under a single contract. This can be more cost-effective and operationally simpler than managing separate vendors. When evaluating providers, ask specifically about their security certifications, SOC capabilities, and incident response procedures. If your industry faces strict regulatory requirements, such as finance, healthcare, or government contracting, a dedicated MSSP component is likely essential.
Vendor evaluation criteria and red flags
Evaluating potential MSP partners requires a structured approach. Start with their technical capabilities and certifications. Look for industry-recognized credentials such as ISO 27001, SOC 2 Type II compliance, and vendor-specific certifications from Microsoft, Cisco, VMware, or AWS. Ask about the size and expertise of their technical team, including the ratio of senior engineers to helpdesk staff. A provider that relies heavily on junior technicians may offer lower prices but deliver slower resolution times for complex issues.
Request references from businesses similar to yours in size, industry, and technical complexity. A provider that excels at supporting law firms may not be the best fit for a manufacturing company with complex OT environments. Review their client retention rate, as high churn can indicate underlying service quality problems. Additionally, evaluate their technology stack: which remote monitoring and management (RMM) tools, professional services automation (PSA) platforms, and security tools do they use? Providers using modern, integrated platforms like ConnectWise, Datto, or Kaseya typically deliver more efficient service.
Watch for red flags during the evaluation process. Be wary of providers who are reluctant to share detailed SLA terms before signing, who lock you into long-term contracts without exit clauses, or who cannot clearly explain their security practices. Unusually low pricing is another warning sign: if a provider is significantly cheaper than competitors, they may be cutting corners on security, staffing, or tool quality. Other red flags include poor communication during the sales process, lack of a documented onboarding procedure, and inability to provide proof of insurance, including both professional liability and cyber liability coverage.
The onboarding process and local advantage
A well-structured onboarding process is critical to a successful MSP relationship. The transition period typically spans 30 to 90 days and should include a comprehensive IT audit, documentation of your existing infrastructure, migration of monitoring and management tools, and establishment of communication channels and escalation procedures. Expect your new provider to conduct a full network assessment, identify security vulnerabilities, and present a remediation plan within the first 30 days.
Working with a Brussels-based MSP offers distinct advantages for Belgian businesses. Local providers understand the Belgian regulatory landscape, including GDPR enforcement nuances and industry-specific compliance requirements. They can provide on-site support when needed, whether for hardware issues, office relocations, or critical incident response. Time zone alignment ensures that your critical IT issues are addressed during your business hours, without relying on offshore teams working overnight shifts.
Local MSPs also bring valuable regional knowledge, including relationships with Belgian internet service providers and telecommunications companies, familiarity with local data center options, and understanding of the Belgian business culture and bilingual or trilingual communication needs. For businesses that operate across Belgium's language communities, a Brussels-based provider with multilingual capabilities can provide seamless support in French, Dutch, and English.
How Shady AS can help
At Shady AS SRL, based in Brussels, we combine deep technical expertise with local market knowledge to deliver managed IT services tailored to Belgian businesses. Whether you need comprehensive IT infrastructure management, cybersecurity consulting, or strategic technology planning, our team works as an extension of your organization to keep your systems secure, efficient, and aligned with your business goals.
We understand that choosing an MSP is a significant decision, which is why we offer transparent pricing, clearly defined SLAs, and a structured onboarding process designed to minimize disruption. Our multilingual team supports clients across Belgium in French, Dutch, and English, and our Brussels location means we are never more than a short trip away when on-site support is required. Contact Shady AS SRL today for a free IT infrastructure assessment and discover how the right managed services partner can transform your technology from a cost center into a competitive advantage.