What should I ask about a managed security firm’s monitoring contracts?

Request every monitoring contract in one set, then read for scope. What exactly is watched, at what hours, and what counts as a response versus a notification? Contracts that promise broad coverage while the team is small deserve a hard look. Ask how often alerts are reviewed and whether the firm has ever missed a promise.

Next, read the clauses on change. Can the client leave early? Does the contract need consent if the firm is sold? Are prices fixed or can they change at renewal? Your lawyer should check assignment and liability wording, because that is where a buyer’s exposure sits.

Then look behind the paper. Find out which staff handle which accounts, and whether clients talk to the owner personally. Ask what tools the firm monitors through and who holds the licences for them, since a switch of ownership may disturb that arrangement. Speak with a few clients, with the seller’s permission, about service quality and any recent incidents. Ask too whether any client has complained about missed alerts or slow replies, and how the firm answered. A written record of those conversations tells you more than a sales summary, and it shows how the team behaves under pressure when a client is unhappy.

Key takeaways

• Collect every contract and compare promised coverage to the size of the team.
• Check what happens to each contract if ownership changes.
• Learn which staff and tools actually deliver the monitoring.