Building Better Client Relationships with the Right Service Attachments - monjur

Have you ever received a call from a client demanding immediate support for a minor issue at 3:00 AM in the morning? Or did you end up delivering extra services without being compensated?

These challenges often arise for MSPs that lack properly structured service attachments. While a Master Services Agreements (MSA) lay the legal groundwork, service attachments help manage client relationships effectively.

Why Service Attachments Matter

Before we dive into how to build better service attachments, let’s talk about why it’s so important.

1. Clarity in Scope

Your MSP needs clear service boundaries to prevent scope creep and misaligned client expectations. Service attachments spell out exactly what you’ll deliver and what you won’t. By defining your responsibilities in detail, you create clear documentation that stops disputes early. If a client questions why something isn’t included, you can point to the attachment instead of getting into long debates.

2. Tailored Solutions for Every Client

Generic contracts don’t work for modern MSPs. Each client has specific needs. A healthcare provider needs HIPAA compliance, while a retailer requires PCI-DSS standards. Service attachments let you customize agreements while keeping your main MSA structure. Think of them as building blocks for client relationships. You can meet specific client needs without starting from scratch each time.

3. Risk Mitigation

Service attachment strategies protect your MSP when problems occur. They clearly state when you’re not responsible, like for third-party vendor failures or ransomware attacks. You can include specific rules about data handling, security recommendations, and vendor responsibilities. This sets clear boundaries before you need them.

4. Flexibility for Evolution

Your clients’ needs change and the technology evolves. That’s when service attachments provide the adaptability you need. Service attachments give you room to adapt. You won’t need to redo entire agreements, just update the relevant attachment to reflect new services or requirements. Your agreements stay current as your client relationships grow.

Service attachments aren’t just add-ons to your MSA. They help build lasting client relationships by balancing detailed terms with room for growth.

What to Include in a Service Attachment

Service attachments provide a detailed framework. That’s why you need to be very careful about what you put there and how well you define it.

1. Service Description

Define each service component precisely.
Specify delivery methods (remote monitoring, onsite support, or hybrid approaches).
Include technical specifications and supported platforms.

2. Deliverables and Timelines

List specific outcomes clients can expect.
Set clear implementation schedules.
Define response times for different service levels.

3. Exclusions

Explicitly state what falls outside the service scope.
Examples: “Hardware repairs are not included in managed services” or “Custom software development is not covered.”
Address common misconceptions upfront to reduce potential disputes.

4. Client Responsibilities

Detail required client actions (like providing access credentials).
Specify minimum system requirements.
Outline communication protocols.

5. Pricing and Billing Terms

Break down costs for each service component.
Explain billing cycles and payment terms.
Address potential cost adjustments.

6. Performance Metrics (Optional)

Define measurable service levels.
Specify reporting frequency.
Include any remediation procedures for unmet service levels.

7. Termination and Modification Terms

Outline conditions for service changes.
Specify notice periods.
Detail transition procedures for a smooth handover.

Think of service attachments as guard rails, not bulletproof armor. Service attachments won’t stop every problem, but they lower your risks by spelling out who’s responsible for what.

For instance, they can state directly that your MSP isn’t liable for vendor failures or ransomware damage. The protection you get depends on your contract wording and local laws.

How Service Attachments Build Better Relationships

Service attachments do more than meet legal needs, they build better client relationship management systems. Here’s how.

1. Foster Transparency

Your clients should know exactly what they’ll get. Service attachments put all details in writing, no guessing needed. Clear expectations lead to open talks and better understanding. When clients fully understand your services, they value them more and stay longer.

2. Reduce Disputes

Stopping problems beats fixing them. Service attachments list specific duties and limits, leaving no room for confusion. If clients question what’s included, you can point to what they agreed to. This saves time and keeps relationships smooth.

3. Demonstrate Professionalism

Basic templates make your MSP look basic. Custom attachments prove you’ve studied each client’s specific needs. Well-organized, precise documents show clients they can rely on your expertise, helping you both win and keep their business.

4. Enable Proactive Communication

Service attachments work as living documents that support ongoing discussions. Regular updates about changes show clients you’re paying attention. This keeps you ahead of issues and builds stronger partnerships.

5. Offer Robust Legal Protections

Service attachments protect everyone by spelling out who handles what. They set clear boundaries around vendor issues and security problems. While they can’t prevent every issue, they help avoid misunderstandings.

6. Adapt to Changing Needs

Tech changes fast, and so do client needs. Service attachments let you update specific parts without redoing entire contracts. Regular updates keep your services matched to what clients need now.

7. Commit to Ongoing Support

Your job isn’t done when clients sign. Service attachments give you a way to check in regularly and stay aligned with client goals. This ongoing attention shows clients they can count on you long-term.

Service attachments put everything in writing, stop problems early, keep communication open, and protect both sides legally. By adapting to changes and supporting clients over time, they help create partnerships based on trust and shared success.

Free Resource: Service Attachment Selection Guide

Choosing the right terms for your service attachments can be daunting. That’s why we’ve created a Service Attachment Selection Guide to help you map your offerings to Monjur’s library of customizable attachments.

What’s Inside the Guide?

Comprehensive mapping of MSP services to attachment templates
Guidelines for customizing attachments to your business model
Integration tips for existing MSAs
Best practices from industry experts

Download the Client Relationships Guide Now

The Monjur Advantage

At Monjur, we believe contracts should build stronger client relationships, not add complexity. For 20+ years, we’ve built and refined service attachments that protect MSPs and build client trust.

Key Platform Features:

Dynamic Updates: Weekly template updates and automatic agreement revisions
Smart Integration: Hyperlinks connect directly to your quoting tools for faster deals
Vendor Protection: Third-party service schedules protect you from vendor disputes
Expert Support: Ongoing legal help for complex issues

How We Stand Out:

MSP Focus: Two decades working with IT service providers
Simple Process: Works with the sales tools you already use
Built For You: Templates matched to your business needs
Always Current: Meets the latest legal and industry standards

We go beyond basic templates. Our protection scales with your business, whether you’re a smaller MSP (under $1.5M revenue) or a larger provider. Your agreements stay aligned with current legal requirements and industry standards.

Ready to elevate your client relationships? Contact Monjur today to learn how we can help you craft contracts that build trust and protect your business.