What is Included in a Managed Service Agreement?

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Lets talk about Managed Service Agreements, or MSAs, because understanding whats actually in one is crucial before you sign on the dotted line!

What is Included in a Managed Service Agreement? - managed services new york city

Think of an MSA as the roadmap for your relationship with a managed service provider (MSP).

What is Included in a Managed Service Agreement? - managed it security services provider

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Its a detailed document that outlines exactly what theyre going to do for you, how theyre going to do it, and, perhaps most importantly, what happens if things go wrong.

At its core, an MSA clarifies the scope of services (the "what"). This isnt just a vague promise to "take care of your IT." Its a specific list of the services theyll provide. Will they be managing your servers? Providing help desk support?

What is Included in a Managed Service Agreement? - managed services new york city

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Handling your cybersecurity?

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All of the above?

What is Included in a Managed Service Agreement? - managed services new york city

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The agreement should meticulously detail each service, including the specific tasks involved. For example, instead of just saying "server management," it might specify "24/7 server monitoring," "monthly patching," and "quarterly performance reviews." The more detail here, the better!

Next up is service level agreements, or SLAs. These are the promises the MSP makes about the quality of their service. Think of them as guarantees.

What is Included in a Managed Service Agreement?

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An SLA might specify uptime percentages (e.g., 99.9% uptime for your critical applications), response times for support requests (e.g., "a technician will respond to high-priority tickets within 15 minutes"), and resolution times for issues.

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SLAs often come with penalties for non-compliance, which might include service credits or even termination of the agreement.

Beyond the "what" and the "how well," the MSA also covers the "how much" – pricing and payment terms. This section outlines the specific fees youll be charged for the services provided.

What is Included in a Managed Service Agreement? - managed services new york city

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Is it a fixed monthly fee? Is it based on usage? Are there additional charges for after-hours support or emergency services? The payment schedule (e.g., monthly, quarterly) and acceptable payment methods should also be clearly defined. There might also be clauses about price increases over the term of the agreement, so pay attention to those!

Of course, no agreement is complete without addressing the legal stuff. This includes things like liability (whos responsible if something goes wrong?), confidentiality (how your sensitive data will be protected), and dispute resolution (how disagreements will be handled).

What is Included in a Managed Service Agreement? - managed service new york

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The MSA will also specify the term of the agreement (how long it lasts) and the conditions for termination (how either party can end the agreement). Carefully read the termination clauses – you dont want to get stuck in a contract you cant get out of!

In addition, a good MSA might also include sections on:

• Data ownership and security (who owns your data and how its protected).


• Disaster recovery and business continuity (what happens in case of a major outage or disaster).


• Change management (how changes to your IT environment will be managed).


• Reporting (what kind of reports youll receive on the MSPs performance).

Ultimately, a well-crafted Managed Service Agreement protects both you and the MSP.

What is Included in a Managed Service Agreement? - managed service new york

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It sets clear expectations, defines responsibilities, and provides a framework for a successful long-term partnership. So, read it carefully, ask questions, and make sure you understand every clause before you sign! Its an investment in your businesss future, and one that deserves your full attention!

What is Included in a Managed Service Agreement?