MSP Onboarding Checklist & Best Practices for a Smooth Start

Clients go through an MSP client onboarding checklist template that helps them begin using our services with as little friction as possible. For example, a small overview may include:

• Initial meetings
• Setup
• Security awareness training
• User and cloud management
• Servers and network
• IT and cybersecurity policy governance

We’re going to explain why these steps are important for service providers.

Why Onboarding Matters for MSPs

Managed service provider relationships start with signing a contract, but delivery service isn’t the next step. Working through an MSP onboarding checklist bridges the gap here to:

• Create a foundation of trust
• Increase working relationship efficiency
• Boost client retention

MSPs need a lot of information to fully understand the environment they’ll be working in, along with identifying any potential risks.

Our onboarding process eliminates delays and security gaps, which strengthens our service in the long term. Teams must start on these processes early. We’ll explain below.

Pre-Onboarding: What You Should Prepare Before Day One

An MSP onboarding template is a guide. But before you can even begin following it, there are steps that must be taken. Prepare beforehand by focusing on two main areas:

Internal team alignment and responsibilities

First, designate a project manager who “owns” this process. Your client will use this individual as their one point of contact, allowing for consistent, long-term relationships to be formed. You’ll also want to define:

• Clear team roles
• Specialists for each area

For example, a security expert may be in charge of policy implementation while your network engineer handles audits.

Hold an internal “kick-off meeting” to have your workers review the client contract, scope and service level agreements.

Once your team is in full alignment and understands their key responsibilities, it’s time to move on to the technical side of things.

Tools, systems, and documentation setup

Setting up the client is next. You’ll start by adding your client to your billing and ticketing system. Remote monitoring is next, using the in-house tool of your choice.

Documentation templates and checklists must be filled out for:

• Asset inventory
• Network diagram

Secure credential storage must be set up for your client and team members, too.

Client Kick-off: The First Weeks Checklist

MSP onboarding best practices may vary based on your organization’s unique requirements. You need to establish trust, gain access and align your team with client expectations during the first week.

Start with your welcome or initial meeting. Your onboarding manager will help calm expectations and set a clear timeline for your client.

Your MSP onboarding checklist for the first weeks should include:

• Access and credentials
• Initial asset inventory

Technical onboarding is next.

Technical Onboarding Steps

Transform your client’s environment from unknown to fully managed through an initial audit and discovery phase.

Network, endpoints & cloud audit

Network mapping, endpoint deployment and a cloud audit should take place.

Verify proper licensing and shared permissions for all cloud services.

You can use an MSP onboarding template for gap identification. For example, identify immediate security risks and legacy systems. If configurations are non-standard, you must address them beforehand.

Security baseline implementation

Your MSP onboarding checklist template should include steps to move the client to the MSP’s security standard.

That includes:

• MFA enforcement across all critical accounts.
• Patch management.
• Antivirus deployment.
• Group policy review.

Backup and disaster recovery readiness

A MSP client onboarding checklist template must incorporate data protection measures such as:

• Backup audit. Verify the current backup solution and check its scope and frequency.
• New solution deployment. Deploy and configure backup solutions for cloud data and critical servers.
• Test restore. Perform a test to validate that backups are usable and the disaster recovery plan is executable.

Training & Documentation for Clients

Every MSP onboarding checklist includes client training and documentation. The goal is to educate clients on how to interact with the MSP.

The process includes:

• Ticketing system training. Educate key client contacts on how to submit a ticket. Expected response times and the priority levels.
• Knowledge transfer. Provide clients with a copy of their final IT documentation once the technical phase is complete.
• Meet the team. Introduce the client to the helpdesk staff they will interact with for everyday support.

Transition to Managed Services: Handoff & SLA Setup

At this point in the MSP onboarding checklist, the onboarding manager transfers responsibility to the long-term account manager (AM) and service delivery manager (SDM).

• The manager briefs the AM and SDM on outstanding issues or risks, as well as the client’s environment.
• The service level agreement is reviewed with the client.
• The first quarterly business review is held with the client leadership.

Measuring Onboarding Success: Key Metrics & KPIs

MSP onboarding best practices should include measuring the success of your processes. Metrics demonstrate client satisfaction and efficiency.

Here’s what to measure:

• Budget adherence. The actual cost of the onboarding project versus the planned or budgeted cost.
• Time-to-value (TTV). The time elapsed from the contract signing to the first monthly service delivery meeting. A shorter TTV means faster client satisfaction.
• Documentation completion rate. The percentage of required internal documentation fields completed by the team upon project closure.

Common Onboarding Mistakes MSPs Must Avoid

An effective MSP onboarding checklist can help you avoid these mistakes:

• Lack of centralized credentials. Not having confirmed administrative access to all necessary systems creates massive delays.
• Underestimating scope complexity. Not auditing the environment or failing to account for outdated systems.
• Ignoring client communication. Lack of regular status updates erodes trust and causes anxiety in clients.

Best Practices to Make Onboarding Repeatable and Scalable

An MSP onboarding checklist allows you to develop repeatable processes. Here’s how:

• Standardize your template. Develop a single standard operating procedure (SOP) for all onboarding projects.
• Create automation. Use scripting tools and RMM to automate repetitive tasks.
• Utilize a project management platform. Run every onboarding process within a dedicated platform to track progress.
• Document everything. Enforce a policy that no project is closed until 100% of your requirements are met.

Summary: Your MSP Onboarding Checklist at a Glance

Following the MSP onboarding best practices will set you up for success. A structured sequence will move the client from contract signing to a fully managed service with little friction.

To make the transition seamless, focus on these phases:

• Pre-onboarding preparation. Set up the client in your PSA and RMM tools. Align team roles. Gather all necessary access credentials.
• Technical audit and discovery. Map the network. Deploy RMM agents. Audit cloud environments. Identify critical gaps or legacy systems that need attention.
• Security and readiness implementation. Enforce your security baseline.
• Client training and documentation. Educate the client’s team on how to use the ticketing system.
• Formal handoff and review. Transfer responsibility to the account manager and service delivery manager.