Things to Cover in IT Managed Services Agreements


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

Response time

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.

Client demands

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.


availabilityThe 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.

Reasons for Looking for Cloud Services


Cloud services are considered one of the best ways of boosting your business towards the right direction. Whether you are struggling with productivity or access to data, your answer can be in the cloud. If you are not sure whether you want to work with the cloud, the following reasons should convince you.

Easy access to your data

Most businesses today struggle with accessing data. If you are carrying a USB or thumb drive around with the datadataaccess you need, then you may run into many problems. You may not only be working with old data, but there could be numerous versions floating around due to the fact you are using thumb drives with a version of your file. You need data when you are out of the office and thus need to simplify access and also maintain the same version. When you place your files in the cloud, you have access as long as you are connected to the internet. Additionally, people use the same file with the cloud services.

Mobilize employees

If everybody cannot get their data on the cloud, it is possible for people to be mobile. Field employees may have access to databases and forms. Employees who go out of town have access spreadsheets and files. This implies that everybody will work more efficiently without having to be tethered to the desk at the office where the server is.

Boost productivity

When everybody has access to data, the productivity will also be boosted. Nobody will need to look for the required files, make special trips to the office just for getting data or waste time pulling reports the computers to the USB drives. Employees who travel do not have to spend time on the phone asking for the documents to be sent since they can get them form the cloud by themselves.

Paper trail clean up

When you use cloud services to your company’s best ability, you will notice that you used fewer papers considerably across the desk. This is because everything will go digital. There will be no reason for printing forms, have them completed in turned in then converted to digital format. People in the field will fill them electronically and keep them in the digital form. This eliminates the use of papers and reduces errors due to data entry.

Get reports faster

reportsGetting the required reports can be considerably faster. For instance, if you need to turn reports into the office when out in the field, it can be submitted via fax. This implies that you get a fax machine and somebody in the office will enter that require information for the reports. This can be eliminated by using cloud services because of how the electronic transmission is made.