Whether you're a seasoned MSP or are new to the game, designing your managed service agreements strategically is key to building lasting trust with your clients. Hear one partner share his secrets to success. In this webinar, join Mike Neyman, Vice President of Strategic Planning at Guidant Partners, and Neeraj Periwal, Marketing Coordinator at eFolder, as they share how to design managed service contracts to meet your clients' needs and build a long-term partner-client relationship.

1. 1 © 2015 eFolder, Inc. All Rights Reserved.
Providing Managed Services: A Timeline
Client
discovery
Client
engagement
Stages in process
Actions
Proposal
Contract /
agreement
Start
managed
services plan

2. Designing Your First Managed Services
Contract
Neeraj Periwal
Marketing Coordinator
nperiwal@efolder.net
linkedin.com/in/neerajperiwal

3. • Partner Introduction
• Why Every Partner Should Deploy Managed
Services to Clients
• Best Practices for Offering Managed Services
• Why Managed Service Contracts are Crucial for
MSPs and Clients Alike
• Designing Your First Managed Services Contract
• Questions and Discussion
3 © 2015 eFolder, Inc. All Rights Reserved.
Agenda

4. 4 © 2015 eFolder, Inc. All Rights Reserved.
Partner Introduction

5. © 2015 eFolder, Inc. All Rights Reserved.
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Founded in 1988
Based in Nashville, TN
Clients include healthcare organizations, legal
firms, construction companies, and more
Average of $77,000 invested in each client’s infrastructure
Offering managed services since 2006
Guidant Partners

6. © 2015 eFolder, Inc. All Rights Reserved.
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Generate more consistent,
recurring revenue
Assume an advisory role
Align client goals with
those of the MSP
Why Deploy Managed Services to Clients?

7. Best Practices for Deploying Managed Services
© 2015 eFolder, Inc. All Rights Reserved.
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Provide a wide variety of
services
Integrate PSA and RMM tools into
your workflow
Price and package strategically Hire the right people

8. © 2015 eFolder, Inc. All Rights Reserved.
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• Gives clients confidence and reassurance
• Reduces confusion and ambiguity
• Demonstrates your competency and expertise
• Sets client expectations
• Secure recurring revenue
Why Is a Managed Services Contract Crucial?

9. Designing Your First Managed Services
Contract

10. 10 © 2015 eFolder, Inc. All Rights Reserved.
Providing Managed Services: A Timeline
Client
discovery
Client
engagement
Stages in process
Actions
Proposal
Contract /
agreement
Start
managed
services plan

11. © 2015 eFolder, Inc. All Rights Reserved.
11
What Managed Services Contracts Must Include
• Comprehensive, written SLA
• Specific information about hardware +
software deployed to clients
• Contract termination details

12. © 2015 eFolder, Inc. All Rights Reserved.
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• Failing to explain benefits of deployed managed
services
• Being a “yes man”; not having the courage to
say “no” to unreasonable client demands
• Not having the willingness to get rid of break-fix
clients
• Forgetting that the client-partner relationship is
a two-way street
Potential Pitfalls

13. Questions for Mike
© 2015 eFolder, Inc. All Rights Reserved.
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• How long should a managed services agreement be?

14. Questions for Mike
© 2015 eFolder, Inc. All Rights Reserved.
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• How long should a managed services agreement be?
• What doesn’t belong in a managed services agreement?

15. Questions for Mike
© 2015 eFolder, Inc. All Rights Reserved.
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• How long should a managed services agreement be?
• What doesn’t belong in a managed services agreement?
• What do you do when clients balk at something included
in your contract?

16. Questions for Mike
© 2015 eFolder, Inc. All Rights Reserved.
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• How long should a managed services agreement be?
• What doesn’t belong in a managed services agreement?
• What do you do when clients balk at something included
in your contract?
• Why is it important to standardize on hardware,
software, and services?

17. Questions for Mike
© 2015 eFolder, Inc. All Rights Reserved.
17
• How long should a managed services agreement be?
• What doesn’t belong in a managed services agreement?
• What do you do when clients balk at something included
in your contract?
• Why is it important to standardize on hardware,
software, and services?
• What resources should MSPs take advantage of when
putting together managed service agreements?

18. Questions and Discussion

19. 19 © 2015 eFolder, Inc. All Rights Reserved.
eFolder Playbooks
Playbooks include:
• Generically branded videos
• Email templates
• Brandable white papers
• Blogs
• Brochures
• Customizable presentations
• And much more!

20. Thank you!
Neeraj Periwal
Marketing Coordinator
nperiwal@efolder.net
linkedin.com/in/neerajperiwal