Managed Service Provider Agreement Template for Canada

1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, required if offering backup and recovery services

2. Hardware Procurement: Terms for hardware supply and management, included if the MSP provides hardware

3. Cloud Services: Specific provisions for cloud service delivery and management, needed if providing cloud solutions

4. On-Site Support: Terms for physical on-site support services, if included in service offering

5. Project Services: Framework for additional project work outside regular managed services

6. Staff Augmentation: Terms for providing temporary IT staff, if offering personnel services

7. Compliance Requirements: Industry-specific compliance obligations, included for regulated industries

8. Change Management: Procedures for implementing system changes, needed for complex environments

9. Training Services: Terms for user training and knowledge transfer, if offered

10. Third-Party Vendor Management: Terms for managing other IT vendors, if providing vendor management services

1. Schedule A - Service Description: Detailed description of each service offering and support level

2. Schedule B - Service Level Agreement: Specific performance metrics, response times, and remedies

3. Schedule C - Fee Schedule: Detailed pricing, payment terms, and rate cards

4. Schedule D - Supported Systems: List of supported hardware, software, and network components

5. Schedule E - Security Requirements: Detailed security protocols, procedures, and compliance requirements

6. Schedule F - Escalation Procedures: Support escalation process and contact information

7. Appendix 1 - Technical Requirements: Minimum technical specifications and requirements

8. Appendix 2 - Service Locations: List of locations where services will be provided

9. Appendix 3 - Authorized Personnel: List of key personnel and their roles from both parties

10. Appendix 4 - Exit Plan: Transition procedures for service termination