Managed services agreement template

Yes. You can download the managed services agreement template as it is and fill it in yourself. You only need a Cobl account if you want Cobl to rewrite it with your own service catalog, pricing and proposal, which you then review and edit before anything goes to the buyer.

The parties and term, a schedule of services in scope, service levels, client responsibilities, exclusions, fees and billing, change control, security and data duties, and termination. The section most templates leave out is client responsibilities: without it, you are measured against service levels even when the client has not given you the access or hardware you need.

The managed services agreement sets the commercial and legal terms of the ongoing relationship. The SLA defines the service levels: response times, resolution times and credits. It is often a schedule of the agreement. A statement of work covers a one-off project, such as an onboarding or a migration, with its own scope, timeline and price.

Response time is how long it takes to acknowledge a ticket and start work. Resolution time is how long it takes to fix it or provide a workaround. Both vary by priority level. Clients often read a single number as the fix time, so list both and define when the clock starts and stops, for example outside support hours.

Most MSPs charge a monthly fee per user or per device, often in tiers that include more services at each level, plus a one-off onboarding fee. State how changes in headcount are billed, which work falls outside the fee, and how often prices are reviewed. Use the same tiers and names as your proposal so the client can compare the two.

Yes. A template gives you a structure and the commercial terms to agree, but liability caps, indemnities, data protection and governing law depend on your jurisdiction, your insurance and the client. Have counsel review your standard version once, then use it for every client and change only the schedules.