Choosing an MSP is no longer about who can “fix the server”—it’s about risk, resilience and business outcomes. This guide helps Sydney-based CFOs, COOs and IT leaders shortlist the right partner, benchmark 2025 pricing and fast-track procurement.
Who This Guide Is For
- Growing SMBs (25–500 seats) expanding cloud workloads.
- Mid-market firms hunting Essential Eight–aligned support before insurance renewals.
- Finance leaders who need a documented ROI on IT outsourcing.
What to Look For in a Sydney MSP
Must-Have | Why It Matters |
SLA response ≤ 1 hr (critical) | Protects revenue during outages. |
Local help-desk & on-site team | Faster resolution than “remote-only” hotlines. |
ISO 27001 + ASD Essential Eight alignment | Demonstrates mature security practice. |
24×7 SOC or MDR add-on | Addresses after-hours ransomware spikes. |
On-site coverage radius ≤ 30 km of the CBD | Guarantees same-day hardware swaps. |
Beware: Some providers advertise Sydney yet route calls to overseas NOCs. Ask for the actual address of their primary help-desk.
2025 Pricing Tiers & Cost Benchmarks
Seats | Base MSP (per user / month) | Base + 24×7 SOC | Typical Break/Fix Hours Included |
25 | $120 | $145 | 2 hrs / qtr |
50 | $110 | $135 | 4 hrs / qtr |
100 | $95 | $120 | 8 hrs / qtr |
Variables
- Project blocks: $150–$200 / hr for non-covered work.
- After-hours call-out: +35 % loading.
- On-prem legacy servers: add $10–$15 / device.
Stat: 92 % of Sydney SMBs now outsource at least one IT function — ACSC Small Business Snapshot 2024.
Vendor Scorecard Template (Free Download)
A structured scorecard turns apples-to-apples into data-driven decision-making.
Columns included
- Support Depth (L1→L3 head-count)
- Security Stack (EDR, MFA, Immutable backup)
- Certifications (ISO 27001, Microsoft Solutions Partner)
- Client References (similar industry/size)
- Price per User (with SOC)
- Exit Clause Terms
Buyer’s Checklist — 12 Questions to Ask Before Signing
- How many Level-3 engineers are Sydney-based?
- Do you subcontract after-hours support?
- Can you map your stack to the Essential Eight controls?
- What does your quarterly business review include?
- Is Microsoft licence management part of the fee?
- How quickly can you ship replacement hardware within metro Sydney?
- Do you provide written RTO / RPO targets for DR?
- How is unused project block time credited?
- Are penetration tests included or charged separately?
- Will you assist in cyber-insurance questionnaires?
- What percentage of tickets are closed on first contact?
- Can I speak with two local client references in my industry?
Frequently Asked Questions
Is onsite support still necessary in 2025?
Yes—for hardware failures and network cut-overs, a two-hour on-site SLA beats any remote screen-share.
How long is a typical MSP contract?
Sydney MSPs commonly offer 12- or 36-month terms. Month-to-month is rare and usually costs 10–15 % more.
What KPIs should appear in an MSP quarterly review?
Ticket volumes, SLA adherence, patch compliance, project roadmap progress, and Essential Eight maturity score.
Are break-fix hours ever included?
Most modern agreements bundle a small block. Anything project-based is billed separately at agreed hourly rates.
Ready to Compare Proposals?
Your shortlist is only as good as the data behind it. Get a tailored proposal covering cost, security posture and roadmap fit.
