Master Service Agreement (MSA) FAQs

The Master Services Agreement or MSA is a contract between two parties that includes information such as the confidentiality and privacy obligations, the intellectual property ownership, the payment terms, and any liability and dispute resolution processes required. This is a document that you will sign once and will remain in place throughout the longevity of the relationship.

The three key things that you need to know around our managed IT statement of works is that we have adopted a per user billing model. We also outline our service level agreements which inform you how we triage the tickets and what response times you can expect. And finally, we have our racy chart which informs both parties of who is responsible, accountable, consulted and informed throughout the duration of the service or project that we are delivering.

The MSA still applies, but since there are no active scopes, nothing can be delivered or invoiced. Any new work must be covered by a new or renewed statement of works.

Once the MSA ends, the statement of works loses its legal foundation. The MSA end date should always be equal to or later than the longest statement of works.

Any work that we deem to be outside of our managed service agreement will be treated as a project. Each project will come with its own individual statement of works, and this document will outline the responsibilities, the deliverables, the timeline, and the cost associated with each project.