End the finger-pointing.
Define who owns what.
A co-managed IT services agreement and RACI matrix built for MSPs sharing responsibilities with in-house IT. Clear boundaries, documented ownership, and an escalation path that prevents the "I thought you handled that" conversation.
Instant download. Lifetime access. Editable DOCX + PDF.
Co-managed IT without a RACI is a blame-transfer waiting to happen.
Co-managed IT is one of the fastest-growing MSP service models — and one of the most difficult to execute without conflict. The moment an incident happens, someone's pointing at someone else. Clear documentation is the only thing that stops that.
Two documents that do the heavy lifting before the engagement starts.
The co-managed IT services agreement defines the commercial relationship and boundaries. The RACI matrix makes those boundaries operational — a living reference both teams use throughout the engagement.
Co-Managed IT Services Agreement Template
A complete, editable services agreement built specifically for co-managed IT engagements. Covers scope of services, division of responsibilities, SLA commitments, change management, billing terms, escalation procedures, termination conditions, and liability clauses. Written in plain language that clients sign without their lawyer calling you back twice.
Key sections include: engagement scope definition, MSP vs. internal IT responsibility matrix (tied to the RACI), incident ownership and escalation hierarchy, service hours and response commitments, change request process, and how scope expansions are handled. This is the document that protects you when the co-managed relationship gets complicated.
Full RACI Matrix for Co-Managed IT Environments
A comprehensive, pre-populated RACI matrix covering the core IT functions in a co-managed environment. Every row is a function — helpdesk, endpoint management, server administration, network monitoring, security, backup, vendor management, and more. Every column is a stakeholder: MSP team, internal IT, client management.
Each cell is pre-assigned R, A, C, or I based on industry-standard co-managed IT patterns. You customize it to your specific engagement by moving assignments, adding functions, and removing rows that don't apply. Both parties sign off on the final RACI — it becomes the operational reference for the engagement and the first document you pull when there's a dispute.
Why MSPs doing co-managed IT need a RACI — not just a contract
A services agreement defines what you're responsible for. A RACI matrix defines who does what when it comes time to actually do it. They work together — the agreement is the legal boundary, the RACI is the operational one.
In a co-managed IT environment, the most common source of conflict is ambiguous R and A assignments. Who is responsible for patching workstations — you or internal IT? Who is accountable when a patch cycle is missed? The RACI makes these explicit before an incident turns it into a heated conversation.
IT functions mapped across the full co-managed environment
The RACI matrix covers the core functional areas where co-managed IT engagements typically create ownership confusion. Every function has a pre-assigned starting point that you customize to match the engagement.
Built for MSPs navigating the complexity of working alongside in-house IT
🤝 MSPs starting their first co-managed IT engagement
Co-managed IT feels different from a standard managed services contract — and it is. The relationship dynamics, scope definition, and escalation paths are more complex when there's an internal IT team to coordinate with. This bundle gives you the structure before you discover the hard way that you needed it.
⚠️ MSPs dealing with scope creep from internal IT
You said you'd manage endpoints. Now internal IT is routing all helpdesk tickets your way and wondering why you're not handling the server room too. Without a signed RACI, that conversation is hard to win. With one, you have a document to point to. Renewals become renegotiations instead of arguments.
🔥 MSPs who've been burned by co-managed conflicts
An incident happened. Fingers pointed. Neither side had a clean answer for who was responsible. Maybe you lost the client. Maybe you kept them but the relationship is strained. The RACI and agreement exist to prevent exactly that — to give both parties a reference document when things get difficult.
From prospect to signed engagement — four steps
The agreement and RACI work best when used together at the start of a co-managed engagement. Here's the recommended process.
Customize the agreement
Open Document 01 and fill in your MSP name, the client's name, and your service terms. The scope section references the RACI matrix — decide at a high level which areas you'll own, share, or support. This takes 30–60 minutes for a new engagement.
Work through the RACI with internal IT
Sit down with the internal IT lead and go through Document 02 row by row. Who is Responsible for each function? Who is Accountable? Doing this together surfaces assumptions, prevents resentment, and creates alignment before the engagement starts.
Get both documents signed
Present the final agreement and RACI to the client's decision-maker. Both documents get signed before any work begins. The RACI becomes an exhibit to the agreement — legally tied together, operationally separate.
Use the RACI as a living reference
Post the RACI where both teams can access it. Review it quarterly or whenever scope expands. When a conflict arises about who owns something, the RACI is the first document you pull. Most conflicts resolve immediately when there's a signed reference.
Questions worth answering
Is this a legal contract I can actually use with clients?
It's a professionally written contract template designed for co-managed IT engagements. Like any legal document template, we recommend having your attorney review it before use, particularly if your state has specific service agreement requirements or if you're in a regulated industry. That said, it's written to be practical and readable — not boilerplate legalese that nobody actually understands.
What format are the files?
Both documents come as editable DOCX files and final-form PDFs. Open the DOCX in Microsoft Word, Google Docs, or Apple Pages. Customize the placeholder text, add your branding, and export a new PDF for the client to sign. No special software required.
Can I use this for multiple clients?
Yes — one purchase covers unlimited internal use. Customize the DOCX for each co-managed engagement. The RACI in particular is designed to be re-customized for each client, since every co-managed environment has different ownership patterns.
What if the client's internal IT team won't agree to the RACI?
That's actually valuable information. Internal IT teams that resist defining ownership are often protecting scope they want to keep or don't want to be accountable for. The RACI negotiation itself is diagnostic — it reveals where the real friction is in the relationship. The matrix is designed to be flexible enough that you can usually find assignment patterns that work for both sides.
How is this different from a standard MSP services agreement?
Standard MSP agreements assume you're the sole IT provider. Co-managed agreements have to handle the complexity of shared responsibility — joint escalation paths, split ownership of functions, procedures for when the two teams disagree, and how scope expansions are handled when an internal IT person leaves and their work falls to you. This agreement is built for that complexity.
Does the RACI cover all the IT functions we handle?
The RACI covers 12+ core functional areas common to co-managed environments. If you have functions specific to your client or industry (OT/ICS environments, specific compliance functions, etc.), you can add rows to the DOCX. The structure is designed to be extended — add whatever functions are relevant to your engagement.
Is there a refund policy?
Because this is a digital download with immediate access, we don't offer refunds. If you have questions about what's included before buying, email hello@helionforge.com and we'll answer them before you commit.
Clear boundaries before the engagement starts.
$47 one-time. Instant download. Co-managed IT services agreement + full RACI matrix — editable DOCX and PDF, ready to customize for your next engagement.
Instant download · Lifetime access · Editable DOCX + PDF
Also available as part of the full MSP ops toolkit: