# The Arizona Business Owner's
Guide to Choosing an MSP

How to Avoid Costly Mistakes and Find the Right IT Partner
Not a sales pitch - a framework for evaluating ANY MSP

Inside you'll find:

- The 7 red flags of a bad MSP (with real examples)
- Industry pricing benchmarks (actual numbers, not ranges)
- Questions to ask before you sign anything
- How to calculate the true cost of "cheap" IT

Arizona Computer Guru
7437 E. 22nd St, Tucson, AZ 85710
520.304.8300 | azcomputerguru.com
Protecting Tucson Businesses Since 2001
Arizona Computer Guru
520.304.8300
7437 E. 22nd St, Tucson, AZ 85710

# Is This Guide For You?

You should read this guide if:

- You don't know what you should be paying for IT services
- You're comparing MSP quotes and the prices vary wildly
- You've been burned by an IT company that over-promised and under-delivered
- Your current IT provider keeps hitting you with surprise charges
- You're tired of calling your IT company only to get voicemail or offshore support
- You need cyber insurance but your IT setup doesn't meet the requirements
- You've been quoted "unlimited support" and wonder what the catch is
- You're stuck in a long contract with an MSP you'd like to fire

If you checked ANY of these boxes, keep reading.

## What You'll Learn

How to spot a bad MSP - The 7 warning signs that separate professional IT companies from the cowboys. These apply whether you're evaluating us or someone else.

What IT services actually cost - Industry benchmarks for endpoint monitoring, support plans, and cloud services. Real numbers from real MSPs.

The right questions to ask - 10 questions that will reveal whether an MSP is proactive or reactive, transparent or hiding fees, local or offshore.

How to calculate ROI - Why the cheapest option often costs you more in downtime, security incidents, and lost productivity.

## Our Promise

This isn't a sales pitch.

We're going to give you the tools to evaluate ANY MSP - including our competitors. We'll share our actual pricing, our philosophy, and even the questions you should ask to vet us.

Why? Because we believe transparency wins in the long run. The right fit matters more than the hard sell.

You might not choose us. And that's okay. But you'll make a better decision because you read this guide.

Ready? Let's start with the red flags.

# The 7 Red Flags of a Bad MSP

### Red Flag 1: "Unlimited Support" Promises

The Problem: An MSP promises "unlimited support" for a flat monthly fee. It sounds great - until you need them.
Why It Happens: "Unlimited" is a marketing term designed to win the sale. But in practice, these companies manage costs by making support inconvenient: slow response times, offshore call centers, artificial barriers to service.
What to Look For Instead: Transparent pricing with clearly defined service levels. A good MSP will tell you exactly what's included, what the response times are, and what happens when you exceed your plan.
GPS Example: Our Standard Support Plan includes 4 hours of labor per month at $380 ($95/hour effective rate). You know exactly what you're getting. Need more? Add prepaid block time ($100-150/hour) that never expires. Or skip the monthly plan entirely and just bank hours to use when you need them. No surprises either way.

What is GPS? Throughout this guide, you'll see references to GPS - that's Guru Protection Services, the managed IT and security packages we've developed at Arizona Computer Guru. We use GPS examples to show how a transparent MSP handles each situation.

Key Question: "What happens when I use all my included hours? What's the overage rate and response time?"

### Red Flag 2: High-Pressure Sales Tactics

The Problem: You just want a ballpark price, but the MSP insists you sit through a multi-step sales process first. They push hard to "get you on the calendar," require discovery calls before sharing any numbers, and make you feel like you're being sold to rather than helped.
Why It Happens: Sales-driven MSPs are trained to control the process. They want you committed before you can comparison shop. If getting basic pricing feels like navigating a used car lot, imagine what getting support will feel like.
What to Look For Instead: An MSP who will give you straight answers. It's fine if they want to meet in person - technology can be complicated, and a good MSP wants to understand your actual needs. But you shouldn't have to endure high-pressure tactics just to learn what you'll pay.
GPS Example: We like meeting clients in person when possible - not for sales pressure, but because it's easier to understand your setup when we can see it. When you point at a box and call it a router (but it's actually an access point), we can translate that in real-time. We'll share our pricing upfront, explain things in plain English, and never make you feel stupid for asking questions. Many IT people are dismissive or condescending - that's never tolerated here. We're kind, direct, and honest.
Key Question: "Can you give me a general idea of pricing before we meet? How does your sales process work?"

### Red Flag 3: Offshore-Only Support

The Problem: Your "local MSP" routes all support calls to an offshore call center. You deal with language barriers, time zone issues, and techs who've never seen your office.
Why It Happens: Labor arbitrage. Offshore support is cheaper, but the cost savings come at the expense of service quality and local expertise.
What to Look For Instead: Local or US-based support with actual people you can meet. Ask if the company has a local office and local techs who can come onsite when needed.
GPS Example: We're based in Tucson (7437 E. 22nd St). Our support team is local. We can be onsite within hours if you need us, and you'll talk to the same techs who know your systems.
Key Question: "Where is your support team located? Can I visit your office? Who responds to after-hours emergencies?"

### Red Flag 4: No Proactive Monitoring

The Problem: The MSP operates on a "break-fix" model. They only help you when something breaks - and they bill you every time you call. There's no monitoring, no maintenance, no prevention.
Why It Happens: Break-fix is more profitable in the short term. The more things break, the more they bill. There's no incentive to prevent problems.
What to Look For Instead: 24/7 monitoring, automated patch management, proactive alerts. A good MSP fixes problems before you know they exist.
GPS Example: Every GPS tier includes 24/7 monitoring, automated patching, and monthly health reports. We're alerted to issues before they become outages. Our goal is that you never have to call us because something broke.
Key Question: "Do you monitor my systems 24/7? What happens if you detect a problem at 2am? How do you prevent issues before they cause downtime?"

### Red Flag 5: Long Contract Lock-Ins

The Problem: The MSP requires a 3-year contract with hefty early termination fees. You're locked in even if the service is terrible.
Why It Happens: Long contracts protect MSPs who know they can't retain customers based on service quality alone. It's a revenue guarantee regardless of performance.
What to Look For Instead: Month-to-month agreements or short-term contracts (1 year maximum). A confident MSP doesn't need to lock you in - they earn your business every month.
GPS Example: We offer month-to-month agreements. If we're not delivering value, you can walk away. We keep clients because they choose to stay, not because they're trapped.
Key Question: "What's your contract term? What are the early termination fees? Why should I commit to a multi-year agreement?"

### Red Flag 6: One-Size-Fits-All Packages

The Problem: The MSP has rigid packages: Small, Medium, Large. If you have 12 computers but their "Small" plan covers 10, you're forced into the "Medium" plan and overpay.
Why It Happens: Package pricing is easier to sell and manage. But it prioritizes the MSP's convenience over your actual needs.
What to Look For Instead: Per-endpoint or per-user pricing that scales with your actual needs. You should pay for what you use, not what fits their pricing tiers.
GPS Example: We charge per endpoint: $19-39/endpoint depending on the protection level you choose. 10 computers? 22 computers? 42 computers? You pay for exactly what you have.
Key Question: "How does pricing scale if I add or remove users? Do I pay for what I use, or am I locked into a package tier?"

### Red Flag 7: No Local Presence

The Problem: The MSP is a national chain or a remote-only operation. There's no local office, no local techs, no way to meet them face-to-face.
Why It Happens: Remote-only is cheaper to operate. But when you need onsite support, hardware troubleshooting, or just want to meet your IT team, they're nowhere to be found.
What to Look For Instead: A local MSP with a physical office, local staff, and roots in your community. Someone who understands the Tucson market and can be onsite when you need them.
GPS Example: We've been in Tucson since 2001. Our office is at 7437 E. 22nd St. We're not a national chain - we're your neighbors. We know the local business landscape, we understand Arizona compliance requirements, and we can be at your office within the hour if needed.
Key Question: "Where is your office? How long have you been in this market? Can you be onsite if needed, and how quickly?"

# What Should You Actually Pay for IT?

Industry benchmarks and real-world pricing

## Endpoint Monitoring (per computer/server per month)

Protection Level | Industry Range | GPS Pricing
--- | --- | ---
Basic monitoring | $15-25/endpoint | GPS-Basic: $19
Business-grade protection | $25-40/endpoint | GPS-Pro: $26 (MOST POPULAR)
Advanced security (EDR, compliance) | $35-50/endpoint | GPS-Advanced: $39

How we determined these ranges: These figures reflect pricing we've observed from competing MSPs in the Arizona market, industry surveys from MSP trade organizations, and vendor pricing for the underlying security tools. Ranges vary based on what's included - lower-priced tiers typically include basic RMM and antivirus, while higher tiers bundle advanced EDR, email security, dark web monitoring, and compliance tools. Our GPS pricing includes more features at each tier than the industry average.

## Support Plans (monthly labor included)

Plan | Monthly Fee | Hours Included | Effective Rate
--- | --- | --- | ---
Essential | $200 | 2 hours | $100/hour
Standard | $380 | 4 hours | $95/hour (MOST POPULAR)
Premium | $540 | 6 hours | $90/hour
Priority | $850 | 10 hours | $85/hour

## Real-World Pricing Scenarios

Small Office: 10 Computers
GPS-Pro Monitoring (10 x $26)$260
Equipment Pack (router, printer)$25
Standard Support (4 hrs/month)$380
TOTAL:$665/month ($66.50 per computer)
Growing Business: 22 Computers
GPS-Pro Monitoring (22 x $26)$572
Premium Support (6 hrs/month)$540
TOTAL:$1,112/month ($50.55 per computer)
Established Company: 42 Computers
GPS-Pro Monitoring (42 x $26)$1,092
Priority Support (10 hrs/month)$850
TOTAL:$1,942/month ($46.24 per computer)

Notice how the per-computer cost DECREASES as you scale? That's how per-endpoint pricing should work.

## The True Cost of "Cheap" IT

Scenario: The $500/month Break-Fix Shop

You hire a local tech who charges $65/hour and promises to "only charge when you call." Here's what actually happens:

Month 1-3: Quiet months. You pay nothing (or minimal hours). You think you're winning.

Month 4: Your server crashes. No monitoring meant no warning. The tech bills 12 hours ($780) for emergency recovery. You lost 2 days of productivity (value: $5,000+ for a 10-person office).

Month 7: Ransomware hits because patches weren't applied. Recovery costs: $8,500. Lost productivity: $15,000. Cyber insurance deductible: $10,000. Total cost: $33,500.

Annual Total:

- Tech labor: $4,800
- Downtime incidents: $38,500
- REAL COST: $43,300

Compare that to a GPS-Pro plan ($665/month = $7,980/year) that would have prevented both incidents through monitoring and patching.

About these estimates: The $65/hour rate reflects typical break-fix technician pricing in the Tucson market. Productivity loss is calculated at $50/hour per employee (conservative for professional services). Ransomware recovery costs ($8,500) reflect data recovery services and emergency labor - actual ransoms average $50,000-200,000 for small businesses according to Sophos research. The $10,000 cyber insurance deductible is typical for small business policies. These are conservative estimates based on incidents we've helped clients recover from.

## The True Cost of Downtime

Industry averages for business downtime:

Business Size | Cost Per Hour of Downtime
--- | ---
Small (10-50 employees) | $8,000 - $15,000
Medium (50-100 employees) | $50,000 - $100,000
Large (100+ employees) | $100,000 - $500,000

Source: Gartner, IBM

A single 4-hour outage can cost a small business $32,000-60,000. Proactive monitoring that prevents that outage is worth 10x the monthly fee.

## The Cost of a Data Breach

Average cost of a data breach for small businesses:

- IBM 2023 Report: $2.98 million average (all business sizes)
- Small Business (< 500 employees): $120,000 - $1.24 million
- Verizon DBIR: 43% of cyberattacks target small businesses
- 60% of small businesses close within 6 months of a major breach

What GPS-Pro includes to prevent breaches:

- Advanced EDR (catches threats antivirus misses)
- Email security (anti-phishing)
- Dark web monitoring (alerts if credentials are compromised)
- Security awareness training (monthly phishing tests)

Cost: $26/endpoint/month. Value: Potentially saving your business.

# Why We Built GPS the Way We Did

When we designed Guru Protection Services (GPS), we made specific choices based on 20+ years of watching IT companies fail their clients. Here's why we do things differently:

## Transparent Per-Endpoint Pricing

Our Choice: $19-39/endpoint based on protection tier.

Why: You should know what you're paying before you call us. No games, no "call for quote," no hidden fees.

How It Works:

- GPS-Basic: $19/endpoint (essential monitoring, patching, antivirus)
- GPS-Pro: $26/endpoint (adds EDR, email security, dark web monitoring, training)
- GPS-Advanced: $39/endpoint (adds compliance tools, ransomware rollback, enhanced backup)

Real Example:

- Client with 17 computers wanted business-grade protection
- Competitor quoted: $1,200/month (forced into 25-seat package tier)
- GPS-Pro pricing: 17 x $26 = $442/month
- Savings: $758/month ($9,096/year)

The client paid for 17 computers, not 25. That's how it should work.

## Local Tucson Presence

Our Choice: Physical office at 7437 E. 22nd St since 2001.

Why: When your server dies at 3pm, you don't want a ticket system - you want someone at your door by 3:45pm.

What Local Means:

- We know Tucson businesses (accounting firms, medical practices, construction, hospitality)
- We understand Arizona compliance (ADOA requirements, state tax systems)
- We can be onsite within 1-2 hours for emergencies
- You can visit our office and meet the team

## Proactive Monitoring vs. Reactive Break-Fix

Our Choice: 24/7 monitoring, automated patching, proactive alerts on every GPS tier.

Why: We make more money if your stuff doesn't break. That's the right incentive.

The Incentive Difference:

- Break-fix shop: Makes $200/hour x 8 hours = $1,600 on emergency recovery
- GPS model: Makes $26/endpoint regardless, so we prevent the emergency
- Who's incentivized to protect your business?

## Month-to-Month Contracts

Our Choice: No long-term lock-ins. Month-to-month agreements.

Why: If we're not delivering value, you should be able to leave. We earn your business every single month.

What This Means:

- You can cancel with 30 days notice
- No early termination penalties
- No equipment buyouts (we own the monitoring infrastructure)
- We stay good or you leave

## Support Plans: Predictable Hours at Predictable Rates

Plan | Monthly Fee | Hours Included | Effective Rate | Response SLA
--- | --- | --- | --- | ---
Essential | $200 | 2 hours | $100/hour | Next business day
Standard | $380 | 4 hours | $95/hour | 8 hours
Premium | $540 | 6 hours | $90/hour | 4 hours
Priority | $850 | 10 hours | $85/hour | 2 hours, 24/7

Compare to our full hourly rate: $175/hour for non-plan clients.

Note: Support plan hours are use-it-or-lose-it each month - they do not roll over.

## Prepaid Block Time: Hours That Never Expire

Many clients prefer prepaid block time over monthly support plans. Here's why:

Block Size | Price | Effective Rate
--- | --- | ---
10 Hours | $1,500 | $150/hour
20 Hours | $2,600 | $130/hour
30 Hours | $3,000 | $100/hour

Key difference: Block time never expires. Support plan hours reset monthly. If you don't use your 4 hours this month, they're gone. Block time stays in your account until you use it - whether that's next month or next year.

Two ways to use block time:

- Standalone: Skip the monthly plan entirely. Bank hours and use them when you need them. Great for businesses with unpredictable IT needs or seasonal fluctuations.
- Supplement: Pair with a support plan. Your monthly hours cover routine needs, and block time handles overflow or special projects without surprise overage rates.

Many of our clients prefer the flexibility of block time - they pay once, use hours as needed, and never worry about "wasting" unused monthly hours.

# 10 Questions to Ask ANY MSP

Use these to evaluate us or our competitors

### Question 1: "Can you send me your pricing before we schedule a sales call?"

Why This Matters: If they won't share pricing up front, they're either hiding something or planning to charge different customers different prices.

GPS Answer: "Absolutely. GPS-Pro is $26/endpoint, and our Standard Support is $380/month for 4 hours. Here's the full pricing breakdown. What questions do you have?"

### Question 2: "Where is your support team located?"

Why This Matters: You want to know who's actually answering the phone at 2am when your network crashes.

GPS Answer: "We're at 7437 E. 22nd St in Tucson. Our support team works from this office. You're welcome to stop by anytime during business hours."

### Question 3: "What's your contract term and early termination penalty?"

GPS Answer: "Month-to-month. 30 days notice to cancel. No termination fees. If we're not delivering value, you shouldn't be trapped."

### Question 4: "Do you monitor my systems proactively?"

GPS Answer: "Every GPS tier includes 24/7 monitoring, automated patch management, and proactive alerting. Our goal is that you never have to call us because something broke."

### Question 5: "What happens if I exceed my included support hours?"

GPS Answer: "Plan hours are used first, but they don't roll over month-to-month. If you go over, we draw from any prepaid block time you've banked ($100-150/hour depending on block size). Block time never expires, so many clients keep a reserve. No block time? Overages bill at $175/hour. Some clients skip monthly plans entirely and just use block time - it's more flexible if your IT needs are unpredictable."

### Question 6: "How quickly will you respond to an emergency?"

GPS Answer: "Standard Support: 8-hour response. Premium: 4-hour response. Priority: 2-hour response, 24/7. Emergencies are always escalated immediately regardless of plan."

### Question 7: "What security tools are included?"

GPS Answer: "GPS-Pro includes advanced EDR, email security, dark web monitoring, and monthly security awareness training. GPS-Advanced adds compliance tools and ransomware rollback."

### Question 8: "Can you help me meet cyber insurance requirements?"

GPS Answer: "Absolutely. GPS-Pro includes most of what cyber insurance requires: MFA enforcement, EDR, security awareness training, and cloud backups. We'll provide documentation for your insurance agent."

### Question 9: "What happens if my business grows or shrinks?"

GPS Answer: "We bill per endpoint. Hire 3 people? Add 3 endpoints. Downsize? Remove endpoints. Billing adjusts automatically. No penalties."

### Question 10: "Can you provide references from similar businesses?"

GPS Answer: "We've been serving Tucson businesses since 2001. We work with medical practices, accounting firms, legal offices, and construction companies. Here are three clients in your industry you can contact."

# About Arizona Computer Guru

Arizona Computer Guru has been protecting Tucson businesses since 2001. We're not a national chain. We're not venture-backed. We're a local MSP that's been here for 25 years because we do right by our clients.

## What Our Clients Say

"We switched from a national MSP to GPS two years ago. Night and day difference. When we call, we get someone local who knows our systems. Response time went from 24 hours to 2 hours."
- Sarah M., Accounting Firm, 18 employees
"The monthly cost is the same as our old break-fix provider, but now we actually have IT that works. No more surprise bills, no more weekend emergencies."
- David R., Construction Company, 42 employees
"Our cyber insurance required EDR and security training. GPS-Pro included both. Saved us from having to find and vet separate vendors."
- Jennifer L., Medical Practice, 12 employees

# Next Steps: Three No-Pressure Options

## Option 1: Free Consultation

Let's have a conversation about your IT needs - no pitch, no pressure. We offer free consultations for prospective clients, and we prefer to come to you. It's more convenient for you, and it gives you the chance to show us the pain points firsthand - the server closet that runs hot, the printer that jams every Tuesday, the workflow that takes too many clicks. We'll give you honest feedback and recommendations, whether that leads to working with us or not. Sometimes the best advice we give is "your current IT team is doing fine - here's one thing they could improve."

Call: 520.304.8300
Email: info@azcomputerguru.com

## Option 2: Free Security Assessment ($500 value)

We'll scan your network for vulnerabilities: unpatched systems, weak passwords, phishing susceptibility, cyber insurance readiness. You get a detailed report with prioritized fixes. No obligation to use us afterward.

This is also a great way to validate that your current IT team is doing well. If everything checks out, you'll have peace of mind. If there are gaps, you'll know exactly what to address.

Initial scan: Free for prospective clients
Recurring penetration tests and security scans: Available a-la-carte, even if you don't use us as your primary IT provider

## Option 3: Just Keep This Guide

You don't have to do anything right now. Use the red flags, questions, and pricing benchmarks to vet whoever you're considering.

## New Client Offer (Limited Time)

Sign up for GPS within 30 days of receiving this guide:

- Waived setup fees (normally $500)
- First month 50% off support plans (save $190-425)
- Free security assessment ($500 value)

Total value: $1,000-1,425

Mention code "BUYERS-GUIDE" when you contact us.

## Contact Information

Arizona Computer Guru
7437 E. 22nd St, Tucson, AZ 85710
Phone: 520.304.8300
Email: info@azcomputerguru.com
Web: azcomputerguru.com
Office Hours: Monday-Friday: 9:00 AM - 5:00 PM
Emergency Support: 24/7 for Priority Support clients

You've invested 20 minutes reading this guide. That's more research than most business owners do before choosing an MSP. Use this knowledge. Whether you choose us, a competitor, or decide to stick with your current provider - make it an informed decision.

Thank you for reading.