RACI matrix templates and a co-managed IT SOP that define exactly who owns what — before confusion, blame, and client frustration set in.
Co-managed IT is one of the best revenue models in the MSP business — and one of the most likely to blow up in your face. When your team and the client's internal IT share responsibility without clear documentation, every incident becomes a blame game. Who patches servers? Who owns the firewall? Who calls the vendor? Nobody knows. Until something breaks.
When both sides think the other is handling something, it doesn't get handled. A RACI makes the invisible visible before it becomes a problem.
Without clear boundaries, client IT staff route everything to your team. You end up doing full-managed work at co-managed rates.
If you're building the responsibility matrix from scratch for each engagement, you're spending hours on structure instead of delivery.
Everything you need to structure a co-managed IT engagement before it starts. 47 RACI scenarios. 22 MSP responsibilities + 16 client responsibilities mapped in the SOW. 5 client communication templates.
MSA-style services agreement that defines the co-managed relationship, responsibilities, and terms. Written for MSPs. Have your attorney review before sending — but the structure is done.
Defines exactly who owns what: 22 MSP-side responsibilities and 16 client-side responsibilities, clearly mapped. Attach to your agreement to make scope concrete from day one.
47 scenarios across endpoint, network, security, identity, backup, helpdesk, and cloud. Each scenario maps R/A/C/I across MSP and client IT roles. The definitive answer to “who handles that?”
Step-by-step escalation process for incidents, change requests, and disputes in a co-managed environment. Defines who calls who, in what order, and what happens if a response SLA is missed.
5 ready-to-use templates: co-managed relationship introduction, RACI kickoff email, monthly check-in, scope change notice, and escalation follow-up. Tone-calibrated for professional MSP communication.
How to use each document, in what order, and what to customize before your first co-managed kickoff. Get up and running in under an hour.
Notion, Confluence, IT Glue, Google Docs, Obsidian, Word — Markdown renders cleanly everywhere. No proprietary format lock-in.
Adjust role names, add scenarios, brand with your logo block. These are your documents — adapt them to every co-managed engagement you run.
⚠️ Note: The services agreement is a template, not legal advice. Have your attorney review before sending to clients.
$47 gets you a complete co-managed framework — services agreement, SOW, 47-scenario RACI matrix, escalation SOP, and 5 client communication templates — ready for your next kickoff.
If it's not what you expected, email hello@helionforge.com within 30 days for a full refund.
Instant download • Markdown (.md) • One-time purchase