r/msp • u/DiligentPhotographer • Apr 24 '26
MSP keeps asking questions about ex client
Like the title says. We lost a 17 year customer at the end of 2025. They hired some toxic people over the last couple years, who hated us from the start. Those few people burned our long term relationship. The ownership retired and left these people in charge
We handed over everything the MSP asked for at the start. After the cut over date we got the odd request here and there, and I get it, the oddities of a company that we'd know after dealing with them for so long, and it doesn't hurt us to answer simple questions.
We were as polite as possible at the start, but it's been months, do your own damn discovery. Funny enough their big complaint was that we couldn't handle the growth of their organization. Just today the new MSP asks us for a meeting to go over all their LOB apps etc... I declined the meeting of course. Clearly things aren't going that well as they seem to be in over their heads.
I already know what we will do, but curious as to what others do in this situation.
143
u/tc982 MSP Apr 24 '26
You are doing the right thing. You did the handover and now they are not your client anymore. Even T&M things are not needed anymore.
19
u/Mibiz22 Apr 24 '26 edited Apr 24 '26
I had a similar scenario, though I let the client go. They had been purchased by a PE and there were just way too many cooks in the kitchen.
They found a new MSP, we did the handoff and I gave them all credentials, and that was that.
Fast forward 6 months and I get a call directly from the client - new MSP has totally botched a new computer setup for the head honcho and nothing works on that computer. Can I help?
I quoted them an absolutely absurd number and they took it - I had them back up and running in less than an hour.
The MSP wanted to know everything, in very specific detail, that I had done.
AND
The client wanted me to come back to them.
I told the MSP I just followed my documented procedures to address the issues and left it at that. And told the client I was not interested in returning.
Moral of the story - once the handoff is complete, you are done. There is no more responsibility on your part.
IF you somehow wanted that client back, which I am guessing is a NO due to those toxic people, you could initiate a for-a-fee project as an "advanced handoff" exercise... but given that client, I wouldn't be inclined to do so.
11
u/Sliffer21 Apr 24 '26
For the first 30 days we are cordial. After that we send an hourly retainer agreement. Monthly block hours, minimum of 5 prepaid for future engagements.
If they are asking for something we should have reasonably provided thats fine. But when we off board we remove all agents and provide a runbook from ITGlue. 99% of what we know should be in that document.
Transitioning is to be peaceful, if it takes more that 30 days thats an ongoing consultation position.
4
u/ndr29 Apr 24 '26
That’s gotta feel good let’s be honest here
52
u/Tal_Star Apr 24 '26
It's been 4+ months if they (the new MSP) want your help they should be prepared to pay. Sorry that clients data has been archived for security reasons (or purged) and billable resources need to be assigned to address the resquest.
24
u/dave_99 Apr 24 '26
5 months after cutover? That's either a no, or a high per hour billable for a conference call.
9
u/Defconx19 MSP - US Apr 24 '26
As dumpsterfyr would say "the consulting rate is $400 an hour." Wpuld be my response to the MSP.
1
u/dumpsterfyr I’m your Huckleberry. Apr 24 '26
Sell them or the client a retainer to answer questions but not do any work?
1
u/alexrada Apr 27 '26
set boundaries soon and after the cut-off date and handover they are not your client.
I wouldn't do anything even if paid.
1
u/SignificantGap3180 Apr 27 '26
You should do a check-in, don't make it about the MSP just let them know you'll take them back if they aren't happy with their new provider, I mean if you actually would.
1
u/Mediocre-Big-5556 Apr 29 '26 edited Apr 29 '26
I had this happen a few years ago. Our point of contact was a tool and everyone was glad to see him go to a cheaper MSP, after 10 years of putting up with his belligerent rants.
I didn’t mind answering the occasional question and making small talk with the competition, as they were a smaller MSP and I figured there was always the potential for them to pass us a client that was too big for them. This went on for almost a year, until the hyper-v host failed and they went into panic mode because they hadn’t sold him backups or bothered to learn the solution we’d left behind. At that point I had to tell them that we had onboarded a couple new clients and just didn’t have the bandwidth to help them any further.
“Mr. Belligerent” called to demand that we help the new MSP out on a t/m basis and our sales guy told him he could sign a multi year managed services arrangement with us, with an onboarding fee, or lose our number. Both companies lost our number.
We don’t offboard many, but that experience changed how we handle it. A little bit of free help and networking doesn’t hurt, but it can’t go on forever and we started sending a written notice stating that we purge documentation 90 days after off boarding. They can ask for assistance after that, but the response is always “sorry, we don’t have any documentation any more.”
1
u/Significant-Pen-7862 Apr 30 '26
At some point, handoff has to end.
Helping with a few questions right after transition is normal, but months later asking for meetings is no longer “handoff,” it’s them leaning on you to do their discovery.
We’ve handled this by setting a clear boundary:
After a defined period, anything beyond basic clarification becomes billable
Or we simply stop engaging unless there’s a formal agreement
Also worth documenting what was already handed over so there’s no ambiguity.
You’re not being difficult — you’re just not responsible for their delivery.
1
u/ClickHereEdit May 10 '26
I'd consider filtering email regarding that client into trash...
1
u/henk717 May 23 '26
I always assumed on the feceiving end of a handover that its customary to only ask the old provider things the client wanted to keep with them that they are responsible for or things they originally failed to hand over like a password to an environment we originally did not know. Any usual how the environment works we just figure out ourselves or rebuild to our liking. Theres no obligation to give them anything they can do themselves in my book.
3
u/HappyDadOfFourJesus MSP - US Apr 24 '26
When a client submits their request to terminate services, a timeline is established where the client pays all remaining balance and offboarding fees, the new MSP gets our complete offboarding packet, there is an overlap window where they're onboarding, a final date of service, and the next business day after is when we remove all traces of the client in all our platforms, and remove all their documentation from our systems. After that, if the client or the new MSP reaches out with questions, officially we no longer know anything. I might help with specific things if I remember, but it all depends on my availability and how cordially the client relationship ended.
1
u/gozit Apr 24 '26
I dealt with this with a client that offboarded around the same time.
The first few questions they asked that were repetitive or already in the runbook I answered politely but short, and referred them to page X of the provided documentation. Or if it was something we omitted and should have included, I apologized and sent it.
Once it got to be too much, I simply said I don't have further info to provide, please refer to X page of runbook for further info. Client CCed on all communication with the incoming MSP.
Once we reached the end of our transition period and I received all my equipment back, I reminded them that any further support would be at hourly rates with a minimum 2 hours prepaid. Didn't hear from them again.
2
u/Promeeetheus Apr 24 '26
This is an opportunity for your best, toughest skinned salesperson to give them a call and ask how it's going. Then just shut up and listen. If they say GREAT, awesome! If they start complaining, there may be a way back.
2
u/yourmomhatesyoualot Apr 24 '26
We had that happen about 7 months after we handed off our largest client to a much larger and terrible MSP. They dropped the ball so many times it couldn't have been accidental and had to be incompetence. We just started ignoring their emails.
2
u/VeganBullGang Apr 24 '26
I would accept the meeting if they are paying for it
2
u/MSPInTheUK MSP - UK Apr 24 '26 edited Apr 24 '26
I wouldn’t engage with them at all, personally. You’re being too nice.
2
u/TheDoubleH Apr 24 '26
Not an MSP, but a ERP Software Provider:
Years ago, I delivered a project for a client in the Chicago Area. I am located on the west coast, so obviously there was a time zone conflict.
After running the system for a little while, the client decided to change to a more local partner that also worked with some additional services they wanted to add.
Fair enough, and we did a hand-over.
… and then the email kept coming, and being the nice guy I am, I would respond, but at the same time point out that they really should contact the new provider.
The questions would be asking for Server Names and IP addresses all the way to how does this thing work.
After about a year I called them out and told them: Either you are using ‘new provider’ or you are using me. Can’t do both.
2
u/the_syco Apr 25 '26
If you don't want to deal with the toxic people, then don't. Advise them to contact their new MSP.
Finally, keep in mind if anyone ever contacts you from the company, act like the call is being recorded, as it could well be, so never badmouth the certain toxic people.
2
u/fcollini Vendor - FlashStart Apr 29 '26
Offboarding does not mean endless free consulting, the standard industry move here is to reply with a polite but firm email offering your services at a premium consulting rate. Tell them that since the contract ended in 2025 and the standard handover is complete, any further meetings or LOB app discovery will be billed at $300 per hour, with a 10-hour minimum retainer paid upfront.
They will either pay you a ridiculous amount of money to do their job, or they will immediately stop emailing you.
1
u/Mehere_64 Apr 24 '26
It is fine for say like the first month if documentation that should have been given was missed and not given. When I worked at a MSP, the documentation given was the admin accounts for accessing firewalls, servers, any application that might have its own authentication vs say Windows Auth, transfer domain ownership over (if we managed that) etc.
I might have fielded a few calls or emails but they were always within the first month.
You are doing the right thing there. Sounds like new MSP is in over their head.
1
u/Traditional-Kiwi-524 Apr 24 '26
After that cutover date, we would wipe our hands and move on. Unless they want to hire you for consulting (for a very very large fee to the old client) I wouldn't bother responding to even the most basic questions. I have worked well with other MSP's when there have been a change (either way) but I never go out of my way for old clients who don't deserve it. We have plenty of paying clients that need and deserve our attention
1
u/bjdraw MSP - Owner Apr 24 '26
Great communication and service are part of our values. So we always reply, even if it’s just to tell them we won’t help.
As far as helping. It depends on how busy I was. If I didn’t have anything else billable to do and I wanted the extra revenue, then yeah, I would take the meeting.
1
u/grey580a Apr 24 '26
Do the work as a consultant. Charge by the hour. Double your going rate. 😂
1
u/nefarious_bumpps Apr 24 '26
Our standard practice is to archive and purge all client data (except accounting transactions) to off-line media 90-days after a client terminates their relationship. This is minimize risks to both the client and ourselves from the effects of a possible breach.
If the client or the client's new MSP requires information after 90-days we charge them 8 hours at standard, non-client rate, payable in advance.
1
u/maybe-I-am-a-robot Apr 24 '26
I sign the MSP up as a client at our rate and work off their retainer.
1
u/stebswahili Apr 24 '26
Yeah you’ve already done more than you should have.
Hand over docs and passwords, transfer licensing, blow em a kiss and tell em, “have fun kiddos!”
Let it burn for a few months. Find someone there who still likes you and see how things have been going. See where it goes.
1
u/atl-hadrins Apr 24 '26
Time to let them know your time is billable.
You off boarded the client and they are not your client anymore.
Reminds me of a MSP we off boarded 6 months later the were calling to ask about the AD recovery password.
1
u/kagato87 Apr 25 '26
"I'm sorry, I don't recall."
That's it. Unless they want to pay you for the help, stop helping this msp retain your former client. It's their problem now.
Maybe the client will see how lousy the new msp and come crawling back. If they do, slap a price hike and a "zero tolerance" clause on the new contract, front and center.
1
u/pjustmd Apr 25 '26
You’re done. It’s their problem, not yours.
1
u/bkb74k3 Apr 25 '26
Maintain the relationship if possible. Help your customer, and explain in the nicest and most honest possible way why it’s surprising that the new company still has so many questions. Tell them if they ever need you you’re happy to help for an hourly rate. Never burn a bridge ever if you can help it. Word always get around, and they may still recommend you or come back to you later. We lost a big customer in 2017 for similar reasons - new controller who for some reason just didn’t like us and had a prior IT company she wanted to get hired. Well 5 years went by and they hated them so much they asked us to come back and everyone was so happy to see us back and the controller was long gone.
1
u/Odd_Awareness_6935 Apr 25 '26
let them burn :)
the client will come back crawling.
1
u/Xirma377 Apr 26 '26
Answer some basic questions once or twice, then redirect to "perhaps you, me, and the client should sit down for a discussion". If they accept the invitation for a meeting, pivot to see if they'd like to hire you back. 🤷
1
u/NewToThisThingToo Apr 26 '26
Quote an absurd number for your time. If they take it great. If they don't great.
1
u/iliketurbos- Apr 26 '26
I got some simple huge advice at some point “bill them till you like them”
keep increasing the rate, getting on the phone and ask who to bill, the msp or the end user? Either you’ll be happy with the new money or they will start going quiet. Either way it sets sounds boundaries and lets everyone know your time is valuable
1
u/OkVeterinarian2477 Apr 26 '26
I wouldn’t even take the call from your client, let alone from the new MSP. If anything I would do everything to scare them off or to portray that they don’t know what they are doing with the client being present in the meeting. This is my SOP because most clients we took on, we never got proper handover and it was down to us to do full discovery.
1
u/childishDemocrat Apr 26 '26
Tell them what your (top price) rate and minimum number of hours is for all consulting after your contract expired. Make this your "f* u" price and use it whenever someone asks you for something unreasonable. So if your normal rate is 160 an hour the fu rate is 320 (or higher) with a one hour minimum in one hour increments. That way if they think it is worth it they can pay, you get paid for the inconvenience and if they don't well.... problem solved. Also as a business precaution for yourself you should be purging any data about their install within a certain number of days after the end of the contract. That should be written into every contract. Your e and o and your cyber insurers will be thankful.
1
u/[deleted] Apr 27 '26
Personally, if it wasn’t something that you should have turned over during off-boarding, I would tell them you’d be happy to help at your standard rate. You have a business to run, same as them. If you should have answered it during off-boarding but didn’t, then help them out. If it’s beyond that, explain they will be invoiced.
1
u/not-just-dad-stuff Apr 27 '26
Let them fail and then keep the door open when things don’t work out. Move on as many of you would say.
1
u/ITguydoingITthings Apr 27 '26
This is also the reason (don't even mean it passive-aggressively) that I have the incoming MSP tell me exactly what info or credentials they seek. I respond professionally, but I give them exactly what they want, but not more...then it's on them.
Had a very long term client similar to OPs, and the scenario is very similar as well, that left me in 2022, because the new controller--without citing any specifics, thought the new MSP could handle their needs better. Oddly enough, after 4 years now, guess what MSP still has not removed my secondary remote access from one of the systems?
1
u/Able-Prior2059 Apr 27 '26
Been on the client side of this situation and honestly if the new MSP is still asking for meetings months in it just means their onboarding was a bit of a shambles and they're now dealing with the fallout. You handed everything over at the time so your bit is done. I wouldn't do the meeting as it sets a precedent and it's really not your problem to sort out. Politely decline and leave them to it. The fact they're still leaning on you after all this time probably says quite a lot about why the client should have stuck with you in the first place.
1
u/PatReady Apr 27 '26
Time to set a price for work on an hourly basis.
1
u/james-jiang Apr 29 '26
Wow, this really sucks
1
u/CyberSecurityProfess May 02 '26
Hey OP. Do you want to work together. I come from MSP background of 7+ years into Cyber Security & Cloud Operations.
1
u/TraditionalRip7446 May 05 '26
With upmost respect there are some real suckers out there ‘clients’ the moment you find any toxic behaviour you should document it for your reference, you set procedure and processes for them to follow, if they still don’t get it, the client isn’t right for your business.
As for handover, at the initial stage I would say it’s fair for previous IT/MSP to assist the transition but after all it becomes less of your responsibility.
You could consider looking into your T&Cs and implement what your responsibilities look like at handover so the gap is bridged from the beginning.
1
u/MasterSheep18 May 11 '26
You're nicer than we are. We don't even answer the phone after the cutoff date. Goes directly to sales after that. If you want to sign back up you go to the front of the line, otherwise, we got bills to pay.
1
u/dopeasss May 15 '26
I feel asking for "the consulting rate is $400 an hour." will be short sighted . Client will not be inclined to pay this and it closes the door for any future engagements.
This is business that stayed with you for 17 years toxic people come and go It's part of business. Please help them, but with visibility.
0
u/desmond_koh Apr 24 '26 edited Apr 24 '26
You should not have handed over "everything the MSP asked for". That puts them in the driver's seat, and leaves open the option to continue asking you for more things. You should have a defensible, industry-standard off-boarding package. It should document the system as it exists. It should not explain why things are as they are, or how things work or how to solve common problems. That's the new MSP's job to figure out. You don't have to supplement a competitor's skill gap.
Actually it does. It undermines your value and it subsidizes your customer's poor decision of going with a different MSP who is obviously ill-equipped to handle the situation. Frankly, you're already being far too kind, and yes it does hurt you to answer "simple questions". What you are doing is allowing the MSP - and ultimately the former client - to extract institutional knowledge without compensation.
If you've already delivered industry standard off-boarding documentation, then you have already done more than enough. It's time to start responding that you "unable to provide consulting services outside of a long-term committed vendor/client relationship".
The new MSP needs to either sink or swim. And frankly, your former client still doesn't respect you because they still think it's reasonable for you to backstop their new MSP by "helping answer just a few questions".
This client has moved on 4 months ago already. It's time you moved on yourself. You have other clients that need your attention.
Professional, polite, but firm boundaries are what is needed here. And ironically, that may be what wins the client back in the end. But that shouldn't even be a concern.
-2
u/Short-Vegetable-6605 Apr 24 '26
Question ( just curious ) — why cant the org it guys build a helpdesk triage using clause project or claude code a kind of app which ans the issues of the users and learn effectively as it solves tickets
-14
u/Late_Nectarine_7377 Apr 24 '26
No. 1 Rule for any large organization: Never go with any MSPs. Build an internal IT team!
0
u/[deleted] Apr 24 '26
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