You can definitely rewrite one from there, but with a guide or boiler platform like our free MSA model will make things a lot easier. Our model is based on the MSA that I have used successfully for years in my MSP. Many experiences and errors were taken into account in development, but in the end, this document was the key to making my company from break fix to management services model, with a repeatable and scalable way of doing business with a diverse clientele. PSMs must state that they are an essential part of their clients` business and must be paid on time and in full, unless changes to payment terms have been negotiated in advance. Below is an example of the language of a customer`s default contract that can be included in a managerial service agreement: Have you ever opened a product with “a required assembly” that did not contain instructions (or contained them, but only in a language you don`t understand)? It`s frustrating. Unfortunately, many customers feel the same way about their service agreements. Make sure you are not held responsible for losses or damage that are not controlled. The pandemic is a great example of how outside forces outside your control can have a rapid impact on your business and your customers. It is important that your managed service agreement takes these potential changes into account and clearly defines expectations for business relationships in times of crisis, including customer expectations. These terms also define how your MSP is protected.

You certainly don`t want a number of different agreements to wander around, so you`re never sure which customers are under what provisions. An annual audit of your documentation is usually sufficient. Focus primarily on finding and amending clauses that cause problems for you or that don`t benefit your business relationships. The following paragraphs are clauses that you may want to add to the next revision. If so, you`ll probably have designs to add or expand your managerial service offerings and record recurring revenues, either soon or on the road. If so, your Management Services Agreement (MSA) will be your most important transformation tool. The agreement should embody your Service Level Agreement (SLA), the prioritization process, response times, termination clause, limitation of liability and definition of support levels and your Service Desk escalation process. In addition, it should reflect your fees or fees for requested services that fall outside of the flat rate assistance. Here are the 12 most important things you should clearly define in your managed services agreements: below are examples of contract language that can be used in a managed service contract.

When developing these clauses, I met with a lawyer to make sure they were the right language for the present and for the future. These clauses or variations of these should be part of a management service agreement. The language of the contract in these clauses is intended to provide adequate coverage to your customers, taking into account situations beyond the control of your MSP while guaranteeing the protection of all parties. You should also think of your MSA as a potential distribution tool. You`ll notice that the coverage of our MSA model contains a checklist of services and products on offer, which will allow you to enhance the value you provide to a customer before asking them to log on to the dotted line.