RPT-2027 · Research by LTVplusRev. 8 Nov 2026

Research by LTVplus · data as of 8 Nov 2026

The MSP Help Desk Report 2027

What 4,744 managed service providers (3165 US, 1579 UK) say about their help desk on their own websites: the hours they promise, who offers 24/7, and which PSA and RMM tools we could see. Figures are shares of MSPs in the sample; download every table as CSV below.

MSPs
4,744
Publish 24/7 support
47.3%
Hours not published
40.7%

Finding 1

Most MSPs promise 24/7 support; few publish their actual hours

49.4% of US and 43% of UK MSPs say their support is available 24/7 (a 24/7 or around-the-clock claim tied to support, help desk, engineers or an emergency line; “24/7 monitoring” alone does not count). Only 21.5% publish a response time, and 17.6% say where their help desk is.

Share of MSPsAllUSUK
24/7 support47.3%49.4%43%
extended1.3%1.7%0.6%
business-hours10.7%10.5%11.1%
not-published40.7%38.4%45.2%
after-hours line33.9%35.2%31.2%
response time published21.5%23.1%18.2%
desk location stated17.6%15.5%21.6%

Finding 2

24/7 promises by size

40.1% of MSPs with 1–10 staff promise 24/7 support, against 51.6% at 501+ staff (bands with at least 10 MSPs). Even at the small end that is a promise a team of a few people cannot staff in-house around the clock. Size is the MSP’s published staff count or its LinkedIn size band.

Finding 3

PSA and RMM share, US vs UK

Among MSPs where we could identify a PSA or ticketing tool (901 US, 478 UK) and an RMM (439 US, 198 UK). Most MSPs do not show their PSA or RMM publicly, so these are shares of the visible part only, and tools whose client portals live on the MSP’s own hostname (HaloPSA, for one) are easier to see in public DNS than tools that sit behind a vendor login.

PSA · US
PSA · UK
RMM · US
RMM · UK

Finding 4

US vs UK: what MSPs offer

Service listedUSUK
Help desk / IT support96.8%95.3%
Co-managed IT36.1%15.8%
NOC / monitoring58.1%48.5%
SOC / MDR44.3%35.5%
Cybersecurity93.2%90.6%
Cloud / Microsoft 365 / Azure92.6%93.9%
Backup / disaster recovery96.4%90.9%
Compliance89.5%92.1%
VoIP / UCaaS62.9%63%
Networking92.1%87.5%
IT procurement37.4%46.8%
vCIO / consulting79.2%64.4%
AI services36.8%37.7%

Compliance frameworks named

FrameworkUSUK
HIPAA63.4%7%
CMMC27.3%0.7%
NIST31.9%6.5%
PCI DSS40.4%15.6%
SOC 223.8%4.8%
Cyber Essentials0.5%61.7%
Cyber Essentials Plus0.1%36.5%
ISO 2700110.8%33.1%
GDPR18.2%44.9%

Finding 5

What MSPs publish about themselves

FieldAllUSUK
HQ location99.9%100%99.9%
Founded year76.2%77.3%74.1%
Staff count (their site)3.1%2.7%3.9%
Size band (site or LinkedIn)60.6%59.7%62.3%
Client count7.4%7%8.2%
3+ services99.4%99.6%99.1%
1+ industry served56.5%60.7%48.2%
Client size targeted39.8%38.3%43%
1+ stack tool94.8%95.1%94%
PSA identified29.1%28.5%30.3%
RMM identified13.4%13.9%12.5%
Microsoft partner designation23.2%18.1%33.4%
Own certification (SOC 2, ISO, CE)14.7%5.5%33.2%
Support hours published59.3%61.6%54.8%
After-hours line33.9%35.2%31.2%
Response time published21.5%23.1%18.2%
Awards listed5.9%7.1%3.5%

Finding 6

24/7 monitoring is not 24/7 support

62.3% of MSPs advertise 24/7 monitoring (66.5% US, 53.9% UK). But 29.8% advertise round-the-clock monitoring without promising 24/7 support: 6.5% state business-hours support and 22.6% publish no support hours at all. The gap is wider in the UK (28.3%) than in the US (30.5%). Monitoring means systems are watched; it does not say who answers when a client calls at night.

Share of MSPsAllUSUK
advertise 24/7 monitoring62.3%66.5%53.9%
24/7 monitoring and 24/7 support32.5%36%25.6%
24/7 monitoring without 24/7 support29.8%30.5%28.3%
24/7 monitoring with business-hours support6.5%6.5%6.3%
24/7 monitoring with no hours published22.6%23.1%21.6%

Finding 7

Few MSPs publish a price; those that do start near $99 (US) and £40 (UK) per user

134 of 3,165 US and 79 of 1,579 UK MSPs researched in full publish a per-user monthly price for their managed service. The median lowest published price is $99 in the US (middle half $60–$135) and £40 in the UK (£25–£49). The MSPs that publish prices are self-selected, so treat these as the published end of the market. Every price with its source.

Finding 8

Ratings, ownership and outsourcing

MSPs researched in fullAllUSUK
Google rating listed90.4%91.2%88.9%
median Google rating555
median Google review count161812
ownership fact7.4%0.4%21.3%
says it never outsources4.9%5.3%4.1%
says it uses outsourced/partner desk, NOC or SOC0.2%0.2%0.2%

Ratings come from each MSP’s Google Maps listing. Clutch and G2 are not used: their terms do not allow, or we could not confirm they allow, automated reading. Ownership covers acquisitions, mergers and private-equity backing the MSP reports on its own site, plus corporate parents on the UK Companies House register (companies only, never individuals), so the UK share runs higher.

MMethod and limits

Sample: the 4,744 MSPs (3,165 US, 1,579 UK) researched in full so far, out of 12,500 in the directory. They come from a Google Maps sweep of every US town with 10,000+ people and every UK post town with a cluster of IT companies (a 320-MSP pilot in 81 places, then the first research wave), kept only when the business’s own site offers recurring managed services to business clients. Research waves take larger MSPs and MSPs with more published detail first, so shares such as PSA and RMM use can run higher than across all MSPs. It favours MSPs that are visible on Google Maps; it is not a census. The sample grows with each wave (see updates).

Every number comes from the MSP’s own public pages, its public job ads, Companies House, its own LinkedIn company page (size band only) and passive public DNS. A claim counts only as published (“24/7 support” is what the MSP says, not what we measured). Full rules: methodology and how we check.

Downloads (CSV, licence in terms)

Cite as: The MSP Help Desk Report 2027, research by LTVplus, MSP Scope (mspscope.com/report/2027), 8 Nov 2026.