# MSP Outsourcing Vendor Checklist

Use one copy per candidate. Record a source URL and check date for every factual answer.

## Scope and fit

- [ ] Required service is explicitly in scope.
- [ ] Delivery model is clear - outsourced, co-managed, white-label or after-hours.
- [ ] Supported client size, geography and operating hours are verified.
- [ ] Exclusions and client responsibilities are written down.

## Operations

- [ ] Coverage hours and holiday handling are documented.
- [ ] Ticket ownership, escalation tiers and handoff rules are documented.
- [ ] Response and resolution targets use measurable definitions.
- [ ] Reporting cadence and service-review process are documented.
- [ ] Exit, transition and data-return procedures are documented.

## Security and compliance

- [ ] Access control and privileged-access practices are disclosed.
- [ ] Staff screening and security training are disclosed.
- [ ] Incident notification and evidence-retention terms are documented.
- [ ] Relevant certifications are verified from a primary source.
- [ ] Subprocessors and data locations are disclosed where required.

## Integrations

- [ ] Current RMM and PSA tools are named and supported.
- [ ] Integration method, permissions and ownership are documented.
- [ ] Failure handling and manual fallback are documented.
- [ ] Sandbox or pilot validation is available before rollout.

## Commercial terms

- [ ] Pricing unit and minimum commitment are clear.
- [ ] Setup, onboarding, overage and after-hours fees are disclosed.
- [ ] Contract term, renewal and termination terms are clear.
- [ ] Service credits and exclusions are documented.
- [ ] Total annual cost is calculated from the same demand assumptions for every vendor.

## Evidence decision

For each material claim classify the evidence as verified, vendor-stated, third-party observation or unknown. Do not convert unknowns into assumptions. A candidate passes initial review only when every critical requirement has a cited answer or an explicit open question assigned to an owner.