Robert Cioffi, CEO of Progressive Computing, and Ted Hulsy, VP of Marketing at eFolder, discuss MSP strategies and how these strategies match up with different approaches to writing MSP contracts. You'll learn useful tips for writing a contract that doesn't scare away prospective clients but still protects you as an MSP business owner, as well as some important things to exclude from your contracts to ensure you don't assume too much liability.

1. MSP Strategy, Philosophy and Contracts
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1) Contract period: cancellable or not?
Some basic philosophical and strategic questions
that affect contract structure and language:
2) Client or MSP: who owns equipment?

2. 6 Key Takeaways from Writing an MSP
Contract with a Savvy Attorney
Ted Hulsy
Vice President of Marketing, eFolder
ehulsy@efolder.net

3. Agenda
Partner Introduction
MSP Strategies and Contract Philosophies
PCI Philosophy
6Takeaways
Q&A
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4. Expert Introduction
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Robert Cioffi
CEO
Progressive Computing
NYC MSP
23Years in Business
15 employees
1500 Endpoints

5. MSP Strategy, Philosophy and Contracts
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1) Contract period: cancellable or not?
Some basic philosophical and strategic questions
that affect contract structure and language:
2) Client or MSP: who owns equipment?

6. 1) Find the Right Attorney
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What does “right” mean?
Think business and law.

7. 2) Look at MSA as Backbone
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Master Services Agreement
Basic definitions
Limitations of liability
Same as break-fix
Familiar legal language

8. 3) MSP and Other Contracts Are Limbs
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Master Services Agreement
MSP Contract
BDR Contract
IaaS Contract

9. 4a) Exclusions are Key
• What won’t you do for the money?
9

10. 4b) Exclusions continued
• Work performed outside of Standard Hours will be invoiced according to our Billing Policy.
• The cost of any hardware, software, licensing, warranty renewals, product support packages, recurring fees, etc.
• Installation of hardware, software and services not purchased through or approved by PCI.
• Service or support for equipment not the property of the Client or PCI.
• Support for products that have reached “End of Life” (EOL) as designated by their respective manufacturers.
• Software development or report writing.
• Cost incurred from manufacturer support incidents.
• Electronic waste disposal.
• Data destruction services.
• Physical repair, cleaning or maintenance of printers, copiers, scanners or fax machines.
• Installation or repair of low voltage (data and phone) wiring and termination points.
• Residential visits unless approved by PCI.
• Training beyond the basics of how to use new technology.
• Website design, development, copy writing, maintenance or hosting.
• Support for non-Microsoft operating systems.
• Only best effort support can be provided for Mac due to the nature of the proprietary and closed architecture.
• Assistance with researching and implementing compliance or legal requirements (i.e. HIPAA, PCI, SOX, GLB, etc.)
• Physically moving IT equipment greater than 50lbs.
• Transporting IT equipment due to office relocations.
• Administration of LOB Applications.
• Self-inflicted issues or problems caused by a party unapproved by PCI.
• Support for phone systems not sold and installed by PCI.
• Malicious software activity caused by a computer guest on the Client network.
• Work related to legal forensics, preparation, and the associated data retrieval.
• Any work not reasonably considered to be a service normally provided by PCI
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This is what PCI won’t do:

11. 5) Minimum Hardware Specs
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If you can’t, or by philosophy don’t own or at least standardize all
client hardware, at least don’t take on junk:
Issue a client report card on borderline situations to act as a
catalyst for upgrades.

12. 6) Lock in Price Adjustments OverTime
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Lower starting price
No surprises

13. Questions and Discussion