A managed services contract is a partnership agreement. It outlines what you’ll deliver, what your clients can expect, and how you’ll work together. So, doesn’t it make sense to write it in a way that your clients can actually understand?
You know the value you bring to the table — your data backup processes keep clients running smoothly, your patch management addresses vulnerabilities, and your network traffic analysis enhances performance. But your clients may not fully grasp these specifics; they just know they need solutions that work. A client-focused managed services contract bridges this gap, creating a shared understanding from the start.
In this post, we’ll cover some best practices for creating a managed service contract that helps clients understand the value of your partnership.
Speak the client’s language
A managed services agreement should serve as a user-friendly guide to your services. Standard clauses like “dispute resolution” and “force majeure” are already intimidating enough. You shouldn’t add laundry lists of MSP jargon to the mix.
Avoid technical terms unless necessary, and take the time to define what you’re offering. If your RMM tool offers AI-powered ticket management, explain that it sorts tickets, directs them to the right team member, and resolves basic issues automatically — making the process faster and easier for everyone involved.
Visual aids like service workflows, dashboards, and infographics are also helpful. Many people are visual learners, and these additions can make your services feel more tangible and approachable.
Define the scope and prevent scope creep
A managed services contract doesn’t mean you’ll handle any and all IT-related tasks, but clients may not realize that. Failing to set clear boundaries can frustrate clients and even lead to contract disputes.
Manage expectations by being upfront about what’s included (e.g., proactive maintenance, remote monitoring) and what’s not (e.g., hardware updates, out-of-hours support). Also, consider dedicating a separate section for optional or ad-hoc services, like on-demand remote support sessions, with transparent pricing for these extras. This helps you manage expectations and gives clients the flexibility to scale services when needed.
Tip: Syncro’s integrated ticketing system is an excellent tool to prevent scope creep. Syncro links service requests directly to contract terms and flags out-of-scope requests to ensure all work stays within your contract parameters.
Address client pain points
Show clients you understand their business needs by customizing contracts based on their industry. This is an excellent way to differentiate your service offerings and add value. Here’s how:
- Healthcare clients need to protect sensitive patient information and ensure compliance with HIPAA regulations. Highlighting your secure, encrypted storage solutions and comprehensive audit trails shows them that you can help.
- E-commerce clients want to offer a smooth shopping experience, especially during busy times like sales or holidays. Services like proactive monitoring and automated patch management keep their systems secure and operational during peak times.
- Small businesses often have limited IT resources and have to work within budget constraints. Offering RMM tools minimizes their need for in-house IT staff, while cloud-based backup services can help them quickly bounce back from data loss without needing a costly, complex system.
Tip: Including industry-specific service offerings in your sales and marketing content is an excellent way to attract new clients and stay ahead of competitors.
Set clear benchmarks and maintain transparency
Defining expectations upfront fosters trust and accountability. Use realistic and measurable benchmarks in your contracts, like resolving high-priority issues within four hours or guaranteeing 99.9% uptime. Clearly explain why these KPIs matter and how they deliver value to your clients.
Regularly share performance reports to show clients your KPIs and the work you’ve done for them.
Tip: Syncro makes it easy to automate client reports and present KPIs in a user-friendly way. These tools deliver detailed metrics like ticket resolution rates, system uptime, security compliance, and actionable insights to give clients a clear picture of their IT environment.
Prepare for the unexpected
No one can predict the future, but you can plan for it. A managed services contract should reassure clients they’re covered, even in the face of unforeseen events.
Here are a few services to highlight and how you should talk about them:
- Automated patch management: “We automatically apply software updates to fix vulnerabilities and protect your systems from cyber threats, so you don’t have to worry about your software crashing.”
- Secure data backup: “We regularly back up your critical data. If you accidentally delete a file, we can retrieve it for you quickly.”
- Disaster recovery: “If a major disruption occurs, like a natural disaster or cyberattack, we have a plan to restore your systems and operations quickly, so you can keep working.”
These provisions give clients peace of mind, knowing that they’re protected no matter what.
Empower clients with flexibility
Clients’ needs evolve, and your contracts should reflect that. Offer flexible pricing structures with options like service tiers (basic, standard, premium) and à la carte add-ons. Include visual comparisons of service tiers to show clients the value of upgrading. Also, allow for modifications in your managed services contract if client priorities change.
You can also provide payment flexibility, such as monthly or annual plans with discounts for upfront payments. This adaptability positions you as a partner who’s ready to grow alongside your clients.
Tip: Syncro makes scaling simple with tools like automated billing and contract renewals, reducing paperwork and saving you time.
Resolve issues fairly
Even the best business relationship can have potential disputes. A client-centric managed services contract can help resolve disputes amicably. Include mediation or arbitration clauses to prevent lengthy legal battles, and make sure all parties review and understand those clauses.
If you fall short on your benchmarks, consider offering service credits or discounts to acknowledge any impact on your client’s business. These gestures show accountability and build goodwill, transforming challenges into opportunities for stronger client relationships.
Simplify contract management with Syncro
Creating a client-centric managed services agreement shows that you prioritize understanding your client’s needs and building lasting relationships. By speaking their language, addressing pain points, and preparing for the unexpected, you set the foundation for trust and collaboration.
A contract is the basis for all work you perform for clients. To ensure you fulfill your obligations and keep services in scope, you can use Syncro to sync billable hours to your SLA. See how it works — try Syncro for free today.
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