Breaking up is hard to do—especially when it involves an MSP handing over the reins to another IT provider. Whether your customer was bought out, is bringing IT in-house, or simply moving on, the goal is to protect yourself while keeping things professional. This isn’t about being petty; it’s about making sure you aren’t the one left holding the bag. Let’s dig into some simple ways to safeguard your MSP during this transition, all while leaving the door open for potential future opportunities.
Important note: I am not a lawyer. There may be laws specific to your area that supersede these recommendations, so please, consult a legal professional before making any moves. The purpose of this blog is to help protect you as the outgoing MSP during an offboarding process, but it’s crucial to know where the legal lines are drawn.
Provide Admin Login Credentials Only
When it’s time to part ways, the new MSP or IT department will need access to critical systems. But here’s the deal: your obligation is to hand over administrative credentials to things like Active Directory, networking equipment, DNS registrars, and the like—not to become their unpaid documentation department. By providing only the essential admin credentials, you fulfill your responsibility without overloading yourself with unnecessary tasks. This protects your time and ensures a clean handoff.
If they need more, such as documentation or a deep dive into the setup, that’s when the hourly meter starts running. Just make sure everything is clearly scoped in advance, so everyone knows what’s covered (and what’s not).
Don’t Hold Customer Data Hostage
Look, we get it—sometimes the breakup feels unfair. But holding your customer’s data hostage as leverage for unpaid invoices or simply out of spite is not the way to go. Not only can this tactic backfire legally, but it also guarantees that the client (and the new IT provider) will never recommend you to anyone, ever. Plus, do you really want that kind of reputation following you around? Handing over the data helps you stay in the clear and protects you from any “you kept our data” accusations.
Now, if the client does owe you money, that’s a separate issue. Pursue it legally if necessary, but don’t mix it up with offboarding. The clearer the separation, the better protected you are.
No Support Until Payments Are Made
While you should never hold admin credentials hostage, you absolutely have the right to refuse any additional offboarding support if the client still owes you money. Once you’ve handed over access to the core systems, you’ve fulfilled your obligation. If they want help beyond that—like troubleshooting, documentation, or data exports—then the invoices need to be settled first.
This approach ensures that you protect yourself financially without jeopardizing your reputation or breaking any laws. You aren’t withholding critical access, but you’re also not offering more than what’s been paid for. It’s a balanced way to protect your business while remaining professional.
Charge Hourly for Additional Data Requests
You’re already doing the new MSP or IT department a solid by providing the basic credentials, but sometimes they’ll ask for more—like detailed documentation or data exports. These requests can quickly add up in terms of time, and frankly, you’re running a business, not a charity. Establish upfront that any additional data requests beyond the basics will be charged at an hourly rate.
This not only protects your time but also ensures that you aren’t drowning in endless requests without compensation. If the incoming team needs more than what you initially provide, it’s perfectly reasonable to bill for that effort. You’re helping them out, after all—just make sure they help you out too by paying for your time.
Offer Weekly 15-Minute Status Calls
Communication is key to a smooth transition, but it can also be a massive time-suck if not managed properly. Offering a weekly 15-minute status call with your customer’s point of contact (POC) and the incoming MSP or IT team is a way to protect yourself while keeping the lines of communication open.
Why do this? It shows that you’re willing to cooperate without letting the situation monopolize your time. Plus, it sets a professional tone, which could lead to future referrals. If the new team needs more than the allotted 15 minutes, consider offering a paid consulting option. Your time is valuable—make sure they know it.
Set a Clear Offboarding Timeline Upfront
Nothing drags on quite like a poorly managed offboarding process. To protect yourself from endless requests and “quick” questions that somehow stretch on for weeks, set a clear timeline for the offboarding process from the start. Outline key milestones and make sure everyone knows when the handoff will be complete.
This protects you from getting stuck in an indefinite limbo where you’re still the point of contact even though you’re supposed to be done. If the new MSP or IT team isn’t ready by the end of the timeline, it’s their problem—not yours. And, of course, any work beyond the agreed-upon timeline should be compensated.
Transfer or Repossess Hardware
If you’ve provided hardware—like routers, firewalls, or backup devices—as part of your services, make sure you either transfer ownership or take it back. The client needs to either buy out that equipment or allow you to remove it. If they expect to keep using it without paying, that’s where you draw the line.
Providing proper documentation on how the network is set up helps the incoming team get started, but if the hardware is yours, they need to know that you have every right to reclaim it. If they want to buy it outright, great—just make sure it’s all in writing.
Remove Your Access Promptly After Offboarding
Once the offboarding is complete, make sure you remove your access from all systems. Not only does this protect you from any accusations of “lingering around,” but it also ensures that you’re not held responsible for anything that happens after your departure.
This is a crucial step in safeguarding your reputation and maintaining a clear boundary between your time as the MSP and the incoming team’s responsibility moving forward.
Follow Up with a Post-Migration Summary and Thank You
After the dust settles, send a post-migration summary to your client and the new IT provider. Include details about what was handed over, any final recommendations, and a friendly thank-you note. It may seem like overkill, but this little step goes a long way in maintaining a positive relationship. Even if things didn’t end on the best of terms, a courteous follow-up can leave the door open for future opportunities.
And who knows? Maybe one day they’ll come back, or refer another company your way because you handled the exit with professionalism.
