What’s Covered in Your Managed Services Agreement vs. What’s Billable—Here’s the Deal

If there’s one question I hear all the time, it’s this: “What’s included in our agreement, and what are we getting billed for?” It’s a fair question, and getting it right can make all the difference when it comes to managing your IT budget. This is especially relevant in the Central Valley—Stockton, Manteca, Modesto, Tracy, Elk Grove, and down to Merced—where Managed IT services aren’t as prevalent as they are in the Bay Area.

Let’s get straight to the point and talk about what your managed services agreement covers—like support, strategic planning, and minor changes—and what counts as extra. By the time you finish reading this, you’ll know exactly what to expect, with no surprises.

What’s Included in Your Agreement?

Your managed services agreement is all about keeping your IT running smoothly, taking everyday headaches off your plate, and making sure you’re set up for future growth. Here’s what’s covered:

1. Help Desk Support

Need a password reset? Troubleshooting a software glitch? Can’t get online? Relax—basic support like this is covered. If you or your team have everyday issues that pop up, we’ve got it handled as part of the deal.

2. Proactive Monitoring and Maintenance

“An ounce of prevention is worth a pound of cure.” That’s exactly what proactive monitoring is about. We keep an eye on your network and systems, catch issues before they blow up, and handle regular updates and security patches. All included.

3. Minor Move/Add/Change (MAC) Requests

When you need small tweaks, like adding a new user, changing permissions, or moving a workstation, it’s all in the agreement. These minor adjustments keep your business agile, without any extra charges.

4. Strategic Planning and Budgeting

This is a big one. We’re not just here to put out fires—we’re here to help you build a future-proof IT strategy. As part of your agreement, you get Periodic Business Reviews (PBRs), strategic check-ins where we align your IT strategy with your business goals and budget.

5. Vendor Management

Your MSP manages vendor communications so you don’t have to. This is part of the agreement—no extra cost, no headaches.

What’s Billable?

Now, let’s talk about what’s not included in the agreement. Some projects and tasks require more time, effort, and investment. Here’s what typically falls into the billable category:

1. Net New Additions to Your Environment

When you add new equipment—like computers, switches, or network hardware—that’s an additional investment. New hardware will be quoted separately.

2. Major Projects or Upgrades

Big upgrades like overhauling servers, migrating to the cloud, or redesigning your network? These are separate projects with custom plans and budgets.

3. Out-of-Scope MAC Requests

Minor tweaks are covered, but bigger jobs—like setting up new departments or installing office-wide cabling—are billable as special projects.

4. After-Hours or Emergency Support

Support outside of normal business hours or during emergencies often comes at a higher rate. We’ll get you back up and running, but it’s billed separately.

5. Third-Party Services or Equipment

Purchasing new hardware, software licenses, or integrating third-party tools will be quoted and billed separately.

Why It Matters: Managing Expectations and Your IT Budget

Clarity is everything. Understanding what’s covered versus what’s extra helps you avoid surprises and keeps you in control of your IT spending. The best MSPs are transparent—they tell you upfront what’s included and what will cost extra, giving you a clear quote before any additional work begins.

How to Stay Informed and Avoid Surprises

• Review Your Agreement: If you’re not sure what’s included, ask. We’ll walk you through it, no problem.
• Request Estimates for Big Jobs: Get a clear quote before we kick off any big projects.
• Use & Attend Your PBRs: Plan for the future during your PBRs, so you can budget for upcoming needs.

Bottom Line: We’ve Got Your Back

Your managed services agreement is built to take care of the everyday stuff, from basic support to strategic planning. When it’s time for a big project or upgrade, those are billable, but we’ll make sure you know exactly what to expect before we start.

Still have questions? Let’s chat about your agreement and how we can help your business stay ahead.