IT Governance
When your internet goes down, your VoIP system crashes, or your files mysteriously disappear, do you find yourself firing off emails and Slack messages into the void? If your IT provider is slow to respond or completely unresponsive, you’re not alone.
In a city like San Francisco, where every second of downtime has a dollar sign attached, lagging IT support isn’t just frustrating. It’s dangerous.
Your MSP should feel like an extension of your business. You shouldn’t have to chase them. You shouldn’t have to guess what they’re doing. And you definitely shouldn’t have to fix things yourself when they’re supposed to be the experts.
At Xterra, we’ve worked with too many companies who stuck with the wrong MSP for too long. And it cost them time, money, momentum, and sometimes, clients.
So how do you know if your current MSP is holding you back? And how can you find a provider who actually shows up, communicates clearly, and keeps your business protected and productive?
Let’s break it down.
San Francisco Businesses Have Unique IT Needs
Running a business in San Francisco is different. It’s faster, more regulated, and more competitive than most places. Your IT strategy has to reflect that.
Tech-heavy workflows require more than basic support
Law firms, finance groups, design studios, and biotech companies all depend on reliable tech. Every hour of downtime, every breach, and every missed update hits the bottom line.
Remote and hybrid work is the norm
Most teams now operate in multiple locations. That means your MSP needs to support secure cloud platforms, remote access, device management, and a user experience that feels seamless no matter where your people are.
Compliance isn’t optional
San Francisco businesses regularly face requirements like CCPA, HIPAA, FINRA, and SOC 2. A good MSP should bring compliance guidance into the conversation early, not after something goes wrong.
Local presence still matters
Remote support is great until you need someone onsite. A local MSP can walk your floor, troubleshoot hardware issues, and understand the nuances of your building or infrastructure. There’s no substitute for being there.
Red Flags: Signs Your MSP Isn’t Cutting It
Not all MSPs are created equal. If any of the points below feel familiar, it might be time for a change.
They take forever to respond
If tickets sit in limbo or you’re left wondering whether anyone even saw your request, you’re not getting the support you deserve. A reliable MSP should have clear SLAs, real-time updates, and real humans you can reach when it matters.
They’re always reacting, never planning
You shouldn’t only hear from your provider when something breaks. Proactive monitoring, regular updates, and forward-looking reviews should be standard.
They speak a different language
You don’t need a course in acronyms. A good MSP explains things in plain language and helps you make smart decisions based on what the tech actually means for your business.
The invoices are full of surprises
Hidden fees and vague billing create confusion and distrust. You should know exactly what you’re paying for, every time.
You’re always the one following up
If you’re constantly checking in or chasing updates, that’s a sign your MSP doesn’t have systems or urgency.
There’s no IT roadmap
If your MSP isn’t guiding you with semi-annual reviews, budgeting support, or long-term planning, they’re not doing enough.
Quick gut check: If you nodded along to two or more of these, it might be time to evaluate new options.
What a Reliable San Francisco MSP Should Offer
Here’s what to look for in a partner you can count on.
A proven, documented process
Great IT support is built on consistency. Your provider should follow a clear framework for onboarding, support, documentation, and escalation. At Xterra, we use XBITOS, our ITIL-based operating system that keeps everything running smoothly and transparently.
Reliable IT isn’t magic. It’s method.
A security-first mindset
Security shouldn’t be bolted on after the fact. It should be built in from the start. Look for providers who start with a risk assessment and build you a multi-layered security strategy that includes tools, processes, and end-user education.
In today’s threat landscape, security can’t be an afterthought. It’s the job.
Fast, predictable response times
You need someone who answers the call, solves the issue, and keeps you in the loop. That only happens with structured SLAs and a team that takes accountability seriously.
“We’ll get back to you soon” isn’t a plan. It’s a stall.
Local presence and onsite capability
When something can’t be solved remotely, you need someone who knows your network and your building. A reliable MSP in San Francisco can walk through your office, diagnose issues in real time, and handle physical IT work when needed.
A good MSP knows your network. A great one also knows your front desk.
Semi-annual strategic reviews
Your IT should evolve alongside your business. These reviews help plan budgets, anticipate needs, and avoid surprises.
IT without strategy is just guesswork. A real partner helps you look ahead.
Transparent, predictable pricing
Your invoice shouldn’t feel like a riddle. Clear contracts, fixed-fee models, and defined scopes of work help you stay in control.
When pricing is vague, accountability usually is too.
Real references from local clients
If your MSP is doing great work, they should have plenty of happy customers who are willing to talk about it. Ask for references from San Francisco businesses like yours.
Don’t just ask what they do. Ask who they’ve done it for.
A good cultural fit
This is the wildcard, but it matters. The best MSPs understand how you work and fit into your team seamlessly. Communication, attitude, and shared expectations make a huge difference.
You’re not outsourcing tasks. You’re bringing in a team. Make sure they show up like one.
Questions to Ask Before You Sign with an MSP
Use these questions to cut through the fluff and find out if a provider can really deliver.
- What’s your average response time for critical issues?
- Do you offer a fixed-fee model, and what’s included?
- How do you support businesses with compliance requirements?
- What does your onboarding process look like?
- Will I have a dedicated point of contact?
- How do you help clients plan for the future?
- Can I speak to a few of your San Francisco clients?
Bonus: What makes you different from other MSPs in San Francisco?
Xterra Solutions Checks Every Box
We’re not trying to be the biggest MSP in the Bay. We’re focused on being the most trusted partner for San Francisco businesses that care about doing things right.
- We follow a proven framework (XBITOS) for consistency and quality.
- Security is built into everything we do.
- We’re headquartered in San Francisco and support clients across the city.
- Our strategic reviews help clients stay ahead, not fall behind.
- Our pricing is clear, and our communication is even clearer.
- Most of our new business still comes from referrals, and we’re proud of that.
We don’t just talk about reliability. We build it into everything we do.
Take the Next Step with Confidence
If your current MSP isn’t delivering, let’s talk.
At Xterra, we make it easy to evaluate your options. No pressure. No jargon. Just a smart, clear look at your current environment and what it would take to get it where it needs to be.
Schedule now and let’s see if we’re a fit.
Because IT shouldn’t be the thing that holds your business back. It should be the platform that helps it grow.
How can Xterra help my business?
Xterra has developed the people, process, and technology to deliver white glove IT services for a fraction of the cost of hiring a full-time staff. We are focused on helping San Francisco Bay Area clients accelerate their adoption of technology solutions to create measurable business value. If you are interested in learning more about how Xterra can help your business, schedule a free consultation.
Aaron is SVP of Business Development at Xterra Solutions, where he helps Bay Area businesses align their IT strategy with real-world business goals. With more than 20 years of experience as a network architect and security advisor, Aaron brings a unique mix of technical depth and business insight to every client conversation. Based in downtown San Francisco, Xterra is known for delivering white-glove managed services with a security-first mindset.