MSP Client Offboarding Checklist Template

• Record the notice — the date it was received, who gave it, the reason and the contractual end date
• Check the termination terms — notice period, minimum term, exit fees, data return and any handover obligations in the agreement
• Agree the exit date and service until then — support continues at the contracted level until the end date, and both sides know it
• Confirm who at the client can approve the exit — the contact who signs off the handover and receives credentials
• Ask whether another provider is taking over — and, if so, get the client’s written permission to work with them

List everything before anything is removed. The plan is what the access-removal letter is checked against at the end.

• Inventory what you hold — credentials, documentation, licences, agents, backups, client data in your systems and hardware on loan
• Identify what is in your name — domains, DNS hosting, certificates, CSP subscriptions, vendor accounts and any portal registered to your email
• List every access route — named admin accounts, delegated admin relationships, remote access, VPN, firewall and vendor consoles
• Write the transition plan — each item with an owner, a handover date and the order it happens in
• Agree the plan with the client in writing — including what is handed over, what is deleted and when access ends

Shown only when an incoming provider is taking over. The client stays in charge of what is shared and when.

• Hold a handover meeting with the incoming provider — walk through the environment, known issues and anything unusual
• Agree the tooling cutover sequence — their RMM, EDR and backup in place and confirmed before yours come out
• Hand over open tickets and projects — status, next steps and anything promised to users
• Coordinate the CSP subscription transfer — the incoming partner sends the transfer request in Partner Center and you approve the subscriptions it covers

Credentials never go by email or spreadsheet. Use a secure share and get receipt confirmed.

• Export the client’s documentation — network diagrams, configurations, asset list, procedures and vendor contacts
• Hand over credentials securely — through an expiring secure share or a password manager transfer, and confirm receipt
• Transfer administrative ownership — Microsoft 365 or Google Workspace super admin, firewall, Wi-Fi, ISP and line-of-business admin held by named client accounts
• Move domains and DNS into the client’s control — into the client’s own registrar account, or provide the transfer authorisation code
• Get written confirmation of receipt — the client’s contact confirms they hold everything on the handover list

• Decide each subscription’s future — transfer to the new partner, move to the client directly, or cancel at the end of its term
• Recover hardware and loan equipment — or agree a purchase price for anything the client keeps
• Reconcile final time and usage — billable work, licences and seats up to the exit date
• Raise the final invoice — remaining fees, agreed exit charges, any outstanding licence commitment and credits due

Remove protection only when the client or the incoming provider confirms cover is in place.

• Remove RMM and remote access agents — from every device, and reconcile the RMM list against the asset list so nothing is left behind
• Remove EDR and backup — once replacement protection and backups are confirmed, then delete or return backup data as agreed
• End GDAP relationships — terminate them in Partner Center rather than waiting for them to expire
• Remove your accounts and app consents — named admin accounts, service accounts and enterprise applications your tools added to the tenant
• Remove the reseller relationship — once no active subscriptions remain on it
• Approve the access-removal sign-off — the service manager answers Approved or Not approved after checking every route on the plan is closed

• Send written confirmation of access removal — every account, relationship and tool removed, with dates
• Return or delete client data — as the agreement and data processing terms require, and record which
• Archive the client record — tickets, documentation and agreement kept for your retention period, then marked inactive
• Hold an internal exit review — why the client left, what the handover revealed and what to change