Let me tell you a story about the day my MSP got taken for a ride. We had just lost a client (it happens), and their new IT firm was stepping in. No big deal, right? Wrong. After handing over documentation, passwords, and a thorough environment overview, we thought our work was done. But then the new MSP started requesting meetings. And then more meetings. Suddenly, we found ourselves playing unpaid IT consultants to the new guys on the block.
We had done more than our due diligence—handed over the credentials, shared critical documentation, and completed the handoff meeting. But the new MSP? They wanted to be spoon-fed. To make matters worse, the client expected us to comply because, well, “good customer service.” After a few too many unpaid hours, I had to put my foot down. This was a wake-up call: We needed better boundaries during offboarding.
Eventually, I learned how to protect my time and sanity while maintaining professionalism. And the best part? I now knew exactly what to expect when onboarding clients from other MSPs. Here are the key lessons I learned about defending your MSP from being abused time-wise and financially during client offboarding.
1. Define Offboarding Responsibilities in Your Contract
This is rule number one. In your MSP agreement, explicitly define what offboarding involves. List out what is included under the recurring fee, like providing passwords and environment documentation, and what is not—like training the new MSP or holding their hands through every process.
Pro tip: Include a clause that specifies any extra assistance beyond the basic handoff will be billed separately. This way, when the new MSP starts calling you for guidance on how to do their job, you’re covered.
2. Charge for Additional Support Beyond Standard Offboarding
One of my biggest mistakes was not having a clause for additional support. You need to be clear: If the new MSP needs extra meetings or handholding, it comes at an hourly rate.
Make sure your contract specifies that post-handoff support is billable. If they don’t like it, tough luck. You’re not running a charity.
3. Limit the Scope of Documentation Provided
Handing over documentation is part of offboarding, but be strategic. Only share non-proprietary, client-specific information. Do not give away your internal SOPs, custom scripts, or any proprietary configurations.
If the new MSP wants to know how you set up your tools, politely decline. Your setup is your intellectual property. If they still insist, quote them your hourly rate.
4. Set Time Limits for Handover Meetings
Offboarding meetings can drag on forever if you let them. Set a hard limit on time (say, one or two hours), and make it clear that anything beyond that incurs additional charges.
Stick to your guns. Once the time is up, politely inform them that the session is over and any further support will be billed. This is a great way to avoid being the new MSP’s unofficial trainer.
5. Stick to the Contract Like It’s Your Lifeline
When you’re being pulled in every direction by clients and their new MSP, it’s easy to lose focus. Don’t. The contract is your defense. If the client pushes back, simply point out what was agreed upon.
Your job is to offboard the client professionally—not to teach the new MSP how to do theirs.
6. Remove Proprietary Tools Immediately
One of the first things you should do during offboarding is remove your proprietary tools—RMM agents, monitoring software, custom scripts—on the day of the handoff meeting.
If the new MSP wants to know why you’re doing it, be direct: You are protecting your company’s assets. It’s not your responsibility to make sure they know how to deploy their own tools.
7. Implement a Billing Policy for Post-Contract Support
Even after the contract ends, some clients will call you, claiming they “just need a quick help” with something. Spoiler: It’s never quick.
Make it clear that any assistance after contract termination is billable. Require upfront payment for hourly support. This simple policy keeps the freeloaders at bay.
8. Get Paid Before You Go the Extra Mile
If your client has an outstanding balance, do not proceed with offboarding until they are paid up. This includes final invoices and any charges related to offboarding tasks.
No pay, no play. You’re running a business, not a nonprofit.
9. Be Transparent About Proprietary Knowledge
Sometimes, the new MSP will try to extract your proprietary setup or knowledge under the guise of “helping the client.” Be firm: Explain that your tools, processes, and configurations are intellectual property.
If the client insists, offer to sell a limited license or access rights. Make it clear that your expertise comes at a cost.
10. Delete Backup Data After the Handover
Here’s a critical one: Inform your client upfront that backup data will be deleted after a specified period post-handover. Make it clear that if they need continued access, they must prepay for extended data retention.
This is essential because if they lose access later and come running to you, it’s no longer your problem. You warned them.
11. Keep Detailed Records of Offboarding Activities
Document everything—from meetings and shared credentials to confirmation emails. Keep a log of when tools were uninstalled and backups deleted. This record will be your safety net if the client later claims you didn’t do enough.
When a dispute arises, your documentation will be your best friend, proving that you fulfilled your contractual obligations.
