You just signed a managed services contract, or you're about to. So you’re wondering, what does the MSP cover, exactly? You think you know what's included, but you've heard enough stories about surprise invoices to wonder whether something you assumed was bundled is actually going to show up a few months in as a “separate project.”
You shouldn’t have to guess. Most MSPs don't draw this line clearly upfront, which is exactly how honeymoon-period surprises happen. This article breaks down what's typically bundled into your monthly contract, what's normally scoped and billed as a separate project, and what to ask before you sign.
“We don't want anybody to assume what's included. We're a big fan of not having surprises. We never want our clients to get a bill that's a surprise.”
— Ivan Shore, VP of Sales & Marketing, Bit by Bit
Here's what is usually included in managed IT services under a standard contract like Bit by Bit's, based on how managed IT services are priced and what that monthly fee is built to cover:
That last point is not something every MSP provides. When Bit by Bit onboards a new client, they run what's called an RFI — a request for information — to catalog every third-party vendor that touches your IT. That means when something goes wrong with your ISP, you're not the one on hold with your internet provider.
"When we onboard a customer, we do what's called an RFI, a request for information, and we get a list of every one of the critical vendors that affect your IT. If we monitor your network and it goes down at 1 a.m., we're going to contact the ISP and find out what's going on."
— Ivan Shore
Platinum Systems' breakdown of standard managed IT agreements backs this up: a well-scoped contract should name specific inclusions — monitoring, endpoint protection, and backup testing among them — rather than relying on a vague promise like “we handle security.” Vague scope language is one of the most common ways buyers end up surprised later.
Managed services contract exclusions follow a pretty consistent pattern across the industry, and Bit by Bit's are no different. “The easy answer is projects,” Ivan explains. Cloud migrations, server refreshes, office moves, and custom software development and integration are the classic examples. Microsoft 365 licensing is another one that is not always initially identified. Bit by Bit keeps this as its own line item rather than folding it into the monthly fee.
"Your Microsoft Office 365 licenses, we keep that as a separate line. A cloud migration is an example of a project. Maybe you're going to stay on-prem, but you need to get new servers or refresh your hardware. You're moving your office from one location to another — these are all examples."
— Ivan Shore
If you're wondering what's not included in an MSP contract more broadly, the standard list looks similar everywhere. Beyond projects, most agreements also exclude hardware purchases, advanced or specialized cybersecurity services, and ad-hoc consulting. This is a pattern confirmed across multiple industry breakdowns, not just Bit by Bit's own approach.
It's tempting to assume a flat monthly fee means unlimited support for anything technology-related. Ivan is direct about why that assumption doesn't hold up.
"You have to understand the definition of what 'all you can eat' really means. It's rare that it's unlimited projects forever and ever. If you think about it, the pricing model would just be too high."
— Ivan Shore
Morefield Communications makes a similar case from the provider side: projects introduce variability and risk that a flat monthly agreement isn't built to absorb, so keeping them scoped separately is what protects your budget and your outcome. It’s not unlike budgeting a home renovation as its own project rather than folding it into a monthly utility bill. Managed IT services billed separately isn't a hidden cost; it's the mechanism that keeps your monthly number stable in the first place.
Not every situation is a clean MSP project vs. support ticket call. Sometimes it isn't clear upfront whether something was supposed to be included, and that ambiguity is where trust either holds or breaks.
Ivan describes how Bit by Bit generally approaches those moments: by working with the client to find a fair resolution rather than pointing to the contract's fine print. In his own words, describing how he's handled specific cases:
"We try to come from the place where the customer's always right. We'll say, sorry, it wasn't clear that this was a project. What we'll do with this one is do it at no charge or do it for a deep discount."
— Ivan Shore
Of course, that's a description of case-by-case judgment calls, not a guaranteed policy. The right resolution depends on the specifics of what was and wasn't made clear at signing. But it points to something worth asking any provider directly: what happens when something falls in a gray area? A good answer should sound like a conversation, not a clause number.
Two of the simplest diagnostic questions you can ask any MSP, according to Ivan, are how often you'll get a backup report, and how often your backups are actually tested. A provider who can't answer clearly is probably reactive rather than proactive, which tells you something about what's really included in their service, well beyond backups.
"How often do you get a backup report? Or how often do you test your backups? I think light bulbs start going off for customers when they hear the answers to questions like that."
— Ivan Shore
NinjaOne's guidance to MSPs makes a related point: a strong managed services agreement should include a checklist of exactly what's covered, presented clearly enough that a client understands it before signing, not after the first invoice. If your provider can't hand you that in writing, that's worth asking about before you sign anything.
Because a flat monthly fee is priced around predictable, ongoing support, not open-ended project work. If “all you can eat” really meant unlimited projects forever, the monthly price for everyone would have to climb to cover it. Scoping projects separately keeps your baseline fee stable and fair.
No. A cloud migration is typically scoped and billed as its own project, not folded into your monthly contract. It involves a defined start and end point, dedicated planning, and one-time work that doesn't repeat month to month, which is exactly the kind of work standard managed services pricing isn't built to absorb.
The clearest way to know what's covered under your contract and what isn't is to see it broken down in writing rather than find out after an invoice arrives. Book a free assessment and we'll walk through exactly what's included in your setup, and what isn't, before anything is signed.
Learn more about Bit by Bit's managed IT services.