Client Responsibilities

To ensure the effective delivery of the Managed Services as described in the Master Services Agreement (MSA), Statement of Work (SOW), and Service Catalogue, the Client agrees to fulfill the following responsibilities, unless explicitly stated otherwise within a duly executed SOW:

1. Access to Client Personnel and Information

  • The Client shall provide timely access to relevant personnel and documentation, including:
  • Designated operations personnel with knowledge of Client’s IT environment and escalation workflows.
  • Stakeholders familiar with business applications and line-of-business workflows.
  • Authorized decision-makers who can promptly provide feedback or approvals needed during service delivery or remediation.
  • The above personnel shall be designated in advance and shall remain available as required to facilitate project execution, incident response, and service operations.

2. Facilities and Physical Infrastructure

  • Client shall ensure all physical locations covered under the SOW are:
  • Ready for any equipment staging, installation, or relocation services that fall within scope.
  • Equipped with conditioned power, sufficient rack and/or desk space, cooling, grounding, and internet/network access as required.
  • Maintained in a safe, hazard-free condition for any onsite activities or MSP personnel visitation.
  • Where backup infrastructure, network failover, or restoration environments are required, the Client is responsible for associated facility space and utility readiness unless otherwise noted in the SOW.

3. System Readiness and Maintenance

  • Client shall:
  • Provide stable and appropriately licensed software/hardware platforms unless such are included under the scope of the MSP agreement.
  • Maintain manufacturer support agreements and valid licensing for business-critical applications unless MSP is contracted to do so.
  • Ensure that local machines are in proper working order (fully configured, patched, with supported operating systems) prior to requesting onboarding or deployment tasks.
  • Maintain all application keys, install media, and vendor contact details required for rebuilds or escalations, unless MSP has been explicitly retained to manage these.

4. Network and Connectivity Dependencies

  • The Client will:
  • Provide access to physical network rooms or telecom closets as necessary.
  • Ensure third-party circuits (voice/data) are labeled, tested, and delivered to the correct demarcation points.
  • Clearly label structured cabling and fiber runs, or bear additional charges for test-and-tag services if required for remediation or deployment.
  • Maintain internal bandwidth, connectivity, and ISP contracts to meet operational needs of hosted or cloud-managed services under MSP administration.

5. User and Identity Management Coordination

  • Client will designate internal contacts authorized to approve:
  • User onboarding/offboarding requests.
  • Changes to Microsoft 365 tenant configuration.
  • Security policy changes (e.g., MFA, mobile device enrollment, RBAC).
  • The Client is responsible for initiating timely notifications to MSP for:
  • Terminations or role changes affecting access controls.
  • Requests to add/remove users or modify group memberships.

6. Security and Authorization

  • The Client shall:
  • Ensure MSP has necessary admin access (local/domain/global) to perform support and monitoring functions, as outlined in the SOW and Service Catalogue.
  • Provide secure credentials for third-party vendor portals where MSP is expected to manage support cases.
  • Notify MSP in advance of any expected policy or infrastructure changes that may impact access, authentication, or monitoring services.

7. Communication and Escalation

  • A primary and secondary contact shall be designated for:
  • Operational coordination.
  • Escalation approvals.
  • Service disruption or emergency response.
  • MSP expects a reasonable SLA from the Client in responding to action items, coordination meetings, or risk mitigation planning.

8. Out-of-Scope Tasks

  • Unless specifically included in the SOW, the Client remains responsible for:
  • Facilities or real estate for DR/BCP scenarios (e.g., alternate sites for physical recovery).
  • On-site troubleshooting, restoration, or imaging activities in the event of a site-level failure unless explicitly scoped.
  • Ownership and remediation of unsupported hardware or software platforms, including end-of-life systems or devices not enrolled in MSP services.
  • Monitoring, maintenance, or support of third-party vendor applications or SaaS platforms where MSP does not have administrative access or where the vendor relationship is held solely by the Client.

9. Onsite Support Environment

  • If onsite presence is required:
  • Client shall provide a suitable work area with power, internet access, and necessary environmental accommodations.
  • Client is responsible for ensuring all physical security and access protocols (badges, keys, escorts) are available for MSP resources when on-site.

10. Regulatory Compliance and Safety

  • Client shall:
  • Provide full disclosure of any safety, regulatory, or compliance risks that may impact MSP’s performance of services.
  • Maintain adherence to applicable local, state, or federal workplace laws and ensure that hazardous conditions are remediated prior to MSP site visits.