How To Present Your Services to Customers: A Free Schedule of Services Template for MSPs

Vague expectations can cost your Managed Service Providers (MSP) more than just time. In fact, they can damage both trust and profitability as well.

But you can stop that.

A well-defined Schedule of Services can put an end to the confusion.

Whether it’s detailing what’s included or specifying what’s outside the scope of work, this particular agreement covers it all. And by doing so, it builds the foundation for a successful, long-term partnership.

Let’s learn more about the Schedule of Services in detail.

What Is a Schedule of Services?

A Schedule of Services shows what your MSP delivers to clients. This document works with your MSA, but instead of legal terms, it lists actual services and responsibilities.

Think of it as a map that shows what you will and won’t do for your clients. Every service gets spelled out in simple terms, from basic system monitoring to advanced cybersecurity measures.

Having clear service definitions helps prevent misunderstandings before they start. When clients know exactly what they’re getting, you avoid confusion and build better relationships. The schedule also protects your MSP by clearly stating what falls outside your scope of work.

Why Your Schedule of Services Matters

Your Schedule of Services does more than just list what you offer, it’s a strategic tool that shapes your client relationships, protects your business interests, and creates a foundation for mutual success.

1. Clarity and Transparency

A well-defined schedule eliminates the “grey areas” that often lead to disputes and sets crystal-clear expectations for both parties. For example, If a client deals with ransomware, for example, the schedule shows who handles what parts of the response. This level of detail builds trust between the MSP and its clients.

2. Prevents Scope Creep and Reduces Risk

Clients sometimes ask for work outside your standard offerings. Your schedule helps you manage these requests by showing what’s included in their current plan. When a client needs after-hours support that isn’t covered, you can point to the schedule to explain the extra fees.

3. Strengthens Client Trust and Accountability

A detailed schedule shows clients they’re working with professionals. They see exactly what they’ll receive, from response times to specific services. This helps create lasting relationships where both sides understand their roles.

4. Simplifies Service Upgrades

A structured schedule makes it easier to discuss and implement service expansions. When clients need more services, your schedule makes those conversations easier. You can add new services or adjust existing ones while keeping everything clearly defined.

What to Include in a Schedule of Services

 

 

A Schedule of Services needs detail and clarity, much like a restaurant menu. For smaller items or complete service packages, your schedule must define each offering’s exact scope and limits.

This schedule works best when it breaks down every service element with specific pricing. It shows clients exactly what they get and what falls outside their plan. This precision matters most for MSPs earning over $1.5 million, as their schedule becomes a key part of their Master Services Agreement (MSA).

High-Level Service Categories

1. Managed IT Services: Network monitoring and management, Help desk support, and System administration. This includes detailed protocols for each aspect of network management and the specific scope of help desk assistance.
2. Managed Security Services: Threat detection and response, Security monitoring, and Incident response planning. This encompasses specific mechanisms for threat detection and clearly defined response procedures.
3. Cloud & Hosting Services: Cloud infrastructure management, Migration services, Ongoing optimization. This includes detailed processes for infrastructure management and specific migration methodologies.
4. Backup and Disaster Recovery Services: Automated backup solutions, Recovery testing, and Business continuity planning. This covers specific backup frequencies, testing protocols, and comprehensive continuity strategies.
5. Managed VOIP Services: Voice system management, Call quality monitoring, System updates, and maintenance. This details specific management tasks and quality assurance procedures.
6. Co-Managed IT Services: Collaborative support models, Resource augmentation, Specialized expertise. This outlines specific collaboration frameworks and expertise areas.
7. Managed Database Services: Database Administration, Performance optimization, Security and compliance. This includes specific administration protocols and optimization techniques.
8. Managed Penetration Testing Services: Regular security assessments, Vulnerability scanning, and Remediation guidance. This details assessment frequencies and specific scanning procedures.
9. Managed Compliance Services: Regulatory compliance monitoring, Documentation management, Audit support. This covers specific monitoring processes and documentation requirements.
10. Managed AI Services: AI implementation support, Model monitoring, and Performance optimization. This includes specific implementation methodologies and monitoring procedures.
11. Managed Access Control Services: Access management, Authentication systems, and Security monitoring. This details specific protocols and system specifications.
12. Managed Surveillance Services: Camera system management, Monitoring services, Maintenance, and updates. This covers specific management procedures and monitoring scope.

Key Implementation Considerations

 

 

Here’s how to make your Schedule of Services work effectively:

1. Clarity and Specificity Write each service description in plain terms. List what clients can expect, including response times and service levels for each type of support.
2. Service Boundaries Spell out what each service includes, and doesn’t include. This helps prevent clients from asking for work outside their plan.
3. Legal Review Have a lawyer check your service descriptions. This step becomes even more important as your MSP grows.
4. Regular Updates Review and update your schedule every three months. This ensures it matches your current services and industry needs.

A well-maintained Schedule of Services helps you set clear expectations, build better client relationships, and avoid disagreements.

Free Resource: Schedule of Services Template

To help you create a robust foundation for your MSP customer agreements, we’ve developed a comprehensive Schedule of Services template that incorporates best practices from hundreds of successful MSP relationships.

What’s Inside:

• Pre-structured sections aligned with industry standards
• Customizable service descriptions
• Clear delineation of responsibilities

Download our MSP Schedule of Services template today to gain a competitive edge and protect your MSP.

Download Your Free Service Level Agreement Template Now

Why a Great Schedule of Services Is a Competitive Advantage

Winning MSP deals takes more than just technical skill. A well-crafted Schedule of Services shows clients you value clear communication and high standards.

Your schedule shouldn’t sit still. As your MSP adds new tools and industry standards shift, this document should keep pace. Updating it regularly proves to clients and prospects that you focus on improvement.

When you pair precise service definitions with clear value statements, your schedule becomes more than paperwork, it sets you apart. It shows prospects you run a professional operation while protecting your MSP’s interests.

The Monjur Advantage

We know MSPs need reliable contracts that work in practice, not just theory. Our Contracts-as-a-Service (CaaS) brings together legal know-how and real MSP experience.

Expert Legal Protection Made Simple

• IT law specialists keep your agreements updated with the latest regulations
• Automatic updates mean you’re always compliant
• Integrations with PSA and quoting tools make contracts seamless

Protection From Vendor Risks: Our Schedule of Third-Party Services includes specific waivers to shield your MSP when vendors fall short. No more taking the blame for problems you didn’t cause.

Focus on Your Business: Let us handle your contract management and compliance while you concentrate on growth. Our platform keeps your agreements current and protective.

Take the Next Step: Download our Customizable Schedule of Services Template and contact us to learn how Monjur can help build stronger client relationships with agreements that truly protect your MSP.