A client onboarding and offboarding checklist for MSPs

Adding a new client user

• Confirm the request came from an authorised contact at the client
• Create the account with the right name, email and groups
• Turn on multi-factor sign-in before first use
• Assign the right licences and group memberships
• Set up the device, or confirm the user has one
• Give access to the shared drives and apps for their role
• Send a short welcome with how to ask for help
• Close the request only after the user confirms they can sign in

Removing a leaver

• Confirm the request with an authorised client contact and note the exact leaving time
• Disable the account and sign the user out of every session
• Reset passwords and revoke app tokens
• Forward or hand over the mailbox and files as the client directs
• Collect or wipe the device, and record it
• Reclaim licences so the client stops paying for them
• Review access to shared systems and remove what remains
• Record who did each step and when

Ending a client relationship

• Agree the end date and what the client still needs from you
• Hand over documentation, passwords and admin access to the client or the new provider
• Remove your accounts, remote tools and integrations from their systems
• Return or transfer every asset and licence you hold for them
• Close open tickets or hand them over with notes
• Send the final invoice and a written confirmation that access has been removed

Make each list a request

A checklist in a document gets skipped. A request that splits into tasks, each with an owner and a due date, does not. Keep a record of who approved the request and who did each step, so you can answer a client auditor in minutes.