If your agreement is behind your offers or business requirements in terms of customer service offerings, contractual language and payment terms, it`s time to update them. The design language in this article provides additional protection for MSPs and the ability to be preventative when a customer requests changes to the service or billing while ensuring that their business is protected. Erick Simpson, author of the best-selling “The Guide to a Successful Managed Services Practice,” outlines the typical structure of a well-thought-out management agreement: The backbone of effective IT services is a well-thought-out agreement that protects customers and suppliers when building long-term business relationships. Customers are assured of receiving the services they expect and know how these services are provided. Suppliers, on the other hand, get clarification on their area of responsibility and avoid painful quarrels with a customer. In addition, both parties are protected from possible legal action, as all responsibilities are clearly defined. Manageable services are the practice of outsourcing responsibility for maintaining and anticipating process and function needs to improve operations and reduce costs. [1] [2] This is an alternative to the “break/fix” or “on-demand” outsourcing model, in which the provider provides on-demand services and charges the customer only for the work done. [3] [4] A well-prepared management agreement will identify the period during which the contract will remain effective, as well as the termination clauses. A management services contract is often broken down into segments to clarify the respective conditions. These segments may include: This is especially the case when you develop your business from a break/fix model to manageable services.
With long-term business relationships in the firing line, there are many expectations to be managed on both sides of the trading table. Contracts and agreements maintain both parts of the relationship honest and set expectations for the future of the relationship. Provides a general definition of the services requested by a customer. Which begs the question: are you among the 75% of service providers who still offer pay-per-view services and take breaks/fix? The agreement should embody the Service Level Agreement (SLA), the prioritization process, response times, a definition of support levels and the climbing process for service desks. The act of developing an agreement on managed services is often the first step that the MSP undertakes to prepare the provision of services for a new perspective. This is because several elements must be taken into account when creating a management services contract.