What’s Included in a Managed Services Agreement?

by Gloria Bakerian | Jun 8, 2025 | Managed IT Services

A clearly written managed services agreement sets the foundation for a productive and secure partnership with your IT provider.

Thinking of partnering with a Managed Service Provider (MSP)? Before you sign anything, it’s important to understand what a managed services agreement actually includes and what it doesn’t.

Many small business owners assume IT support means someone will “just handle everything,” but the details matter. From cybersecurity coverage to response times, your agreement defines the boundaries of the partnership and sets the tone for service delivery.

Let’s break it down.

Your managed services agreement should outline not only technical support but also cybersecurity responsibilities and strategic planning.

Without a detailed managed services agreement, businesses risk unclear expectations, service gaps, and unexpected costs.

What Is a Managed Services Agreement?

A managed services agreement is the contract between your business and your IT provider. It outlines the specific services you’ll receive, the pricing structure, response times, support hours, included tools, and any exclusions. It’s the foundation of your working relationship with your MSP.

This isn’t a one-size-fits-all deal. A good agreement is tailored to your business goals, systems, and user count, but still standardized enough to provide clarity and consistency.

If you’re unsure whether your business even needs an MSP, take a step back and read When Do Managed IT Services Make Sense for Small Businesses? for some helpful context.

What’s Typically Covered?

While every MSP structures their offerings a bit differently, a comprehensive managed services agreement usually includes:

  • 24/7 Monitoring and Alerts
    Your systems are continuously watched for downtime, failures, or security events.
  • Remote Support and Help Desk Access
    Employees can request help for common issues like email problems, printing errors, or app access.
  • Cybersecurity Tools
    Antivirus, DNS filtering, EDR, phishing protection, and more are often bundled in.
  • Patch Management and Updates
    Keeping software and operating systems up to date is key to avoiding vulnerabilities.
  • User and Device Management
    Onboarding and offboarding, license management, and routine changes are covered.
  • Basic Backup Oversight
    Many agreements include cloud backup or at least monitoring of existing backup systems.

Did you know?
Many small businesses assume cybersecurity is automatically included in all IT support plans. But unless it’s clearly spelled out in your managed services agreement, you might not be fully covered.

What’s Not Included?

This varies by provider, but most managed services agreements clearly exclude:

  • Hardware and Software Purchases
    Your monthly fee doesn’t include the cost of new laptops, licenses, or servers.
  • Major Projects
    Office moves, cloud migrations, and major network redesigns are usually billed separately.
  • Custom Application Support
    If you’re using niche industry software, support may be limited unless specified in the agreement.

Did you know?
A vague or overly simplified managed services agreement can leave your business exposed to surprise labor fees, limited support hours, or inadequate cybersecurity coverage.

Every business should review its managed services agreement regularly to ensure it still aligns with their operational needs and growth plans.

How to Know If You’re Getting a Good Agreement

Ask yourself:

  • Is the scope of services clearly outlined?
  • Are support hours and response times defined?
  • Are cybersecurity responsibilities addressed?
  • Does it include strategic planning or just technical support?
  • Are any surprise fees hidden in the fine print?

If you can’t confidently answer these questions, you may want a second opinion.

For an example of what a modern, proactive MSP offers, visit The Business Owner’s Guide to Managed IT Services. It covers how managed IT services work and what a strong partner should bring to the table.

Did you know?
The most effective managed services agreements include more than just support—they define how your provider will help you grow, secure your systems, and plan ahead.

What to Expect from a PCC Managed Services Agreement

At Professional Computer Concepts, our managed services agreement reflects our commitment to clarity, accountability, and real partnership. You won’t find vague promises or hidden charges—just clearly defined services designed to keep your business running smoothly and securely.

Here’s what’s included in every PCC plan:

We also provide transparent project scoping, flat-rate billing, and regular check-ins to ensure your IT always supports your business goals.

Final Thoughts

Your managed services agreement is more than a contract—it’s the blueprint for how your IT partner will support your business. When done right, it provides peace of mind, outlines mutual expectations, and ensures you’re investing in a system that works for your team

At Professional Computer Concepts, we believe in total transparency. Every agreement we offer is built around what matters most: security, productivity, and reliability. Learn more about what we include in the PCC Managed Technology Solution.

Want to see what a strong managed services agreement looks like? Contact us and we’ll walk you through it.