Outsourcing IT processed to managed service providers is an excellent idea. However, to benefit most from these services, it is important that both parties are on the same page regarding the deliverables and the requirements. With accurate managed services agreement outlining services to be provided by the MSP, the clients may build realistic expectations when covering these MSPs against liabilities. The following things should not be missed out when making a managed services agreement.
The first thing you need to include in the agreement is the kinds of services that you will be providing to the client. Whether it is support services, management, cloud or a package containing all of them, everything has to be outlined clearly. It is vital that you mention what services are excluded to avoid any complications in the future.
The agreement also needs to define how long you will be responding to issues that are brought up by the client. Ensure you specify your business hours and if there is a provision of additional services during the business hours. If that is the case then whether there will be extra charges or not should also be stipulated clearly in the agreement.
Your managed services agreement has to also define the account for all things you are responsible for during your association with clients. It needs to state the responsibilities that you will take up in cases of hardware, network failures, glitches or systems. All these scenarios need to be pointed out in detail, so there is no misconception about the services by the client.
To avoid being called for unreasonable demands, you should define the requirements of your system. This implies that there has to be a standard defined in your agreement by which clients can avail your services. If these standards are not met, then you are not considered liable to offer the services.
Never promise your clients more than you can deliver. When confirming your alliance with your clients, be sure about your abilities and deliverables. It is best that you avoid making any false guarantee as a way or acquiring prospective clients.
The agreement needs to document expectations that concern system performance. It is helpful when dealing with services that are related to hardware, third-party systems, and workstations.
The clients may build some expectations that are unrealistic concerning the services they will get from you. To avoid such situations, it is vital to define the realistic services that you can provide them. For instance, how fast will you fix system failures? How often can you carry out backups? It will provide your clients with the real assurance of the services you offer.