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MSP Client Onboarding Checklist

Posted by Focus Technology on Mon, Feb 21, 2022

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MSP Client Onboarding Process 

A typical managed service provider (MSP) spends an average of 40 to 80 business hours manually onboarding new clients. 

Focus Technology prefers a customer-first, streamlined approach that expedites your new client onboarding process. Our MSP onboarding checklist ensures you know where you are in our managed services onboarding process. This tool enables us to find the IT solutions that will suit your business goals, objectives and operations by breaking onboarding into three navigable phases: 

1. Planning
2. Assessment
3. Deployment 


During the welcome process, we'll send you an email and information packet, set up the first-meet appointment and establish main points of contact. This step will enable you to reach out with questions or input, so you are actively involved in each stage of the new client onboarding process.

We'll provide a more detailed outline and description of our services at our first meeting. We'll also introduce you to our team and review your company's goals, objectives and working expectations. During this stage, we gather information about your company, industry and current IT solutions, helping us customize the experience to your needs and expectations. We'll also assign team members to your account.


After our initial conversations about your business's goals and expectations, we'll do a deeper dive in the assessment phase using a company questionnaire or survey. It'll ask in-depth questions about your company and current processes so we can conceptualize a deployment plan.

We'll ask for business information like:

  1. Company name
  2. Hours of operation
  3. Main points of contact
  4. Total number of employees
  5. Service tier selection/services required
  6. Current IT obstacles/challenges

Other questions will apply to your work environment and systems, such as:

  1. Types of technology currently in use
  2. Domain names and IP addresses
  3. Current operations/work processes
  4. Client management systems
  5. Data storage
  6. Account credentials
  7. Contracts
  8. Other details like equipment warranties, ISP accounts, etc.

Once we've gathered all the necessary criteria, we'll do a separate deep dive into your company's big-picture goals to help us vet and select the best innovative technology solutions for your company. These questions include:

  1. What are your company's business or IT-related goals for the next six months or year?
  2. What security risks or IT problems have you encountered in the past?
  3. What is your biggest IT-related concern?

Once we've gathered these details, we create a custom roadmap for your business. The team members assigned to your account consider everything we learned during the assessment phase to set up a timeline for deliverables and implement specific plans going forward.


After reviewing and agreeing upon the proposed plan, we will draft a service-level agreement (SLA). The SLA encompasses an outline of the agreed-upon services, including deployment time frames. 

During the set-up phase, we will deploy the proposed plan and set up your IT help desk. We'll conduct a company-wide training so your employees are on the same page. Going forward, we complete regular reviews and performance reports.

Make MSP New Client Onboarding Seamless With Focus Technology

At Focus Technology, we are dedicated to making your onboarding process as seamless as possible. We foster an open, trusted line of communication so you can focus on your business, knowing your premier-level IT solutions are custom, efficient and effective.  Contact us today to learn more! 

Tags: Managed Services, IT Services

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