ConnectWise Managed Service Agreements

Managed Service Agreements in ConnectWise PSA are the contract framework around a recurring-revenue MSP relationship. They tell PSA which work is covered, which is billable, and at what rate — and they drive the profitability numbers on the Sales Dashboard. Most MSPs run multiple managed agreement types to track different contract tiers or SLA levels separately.

Before you build one

1. Gather your contract examples. Every agreement tier you sell becomes its own Agreement Type.
2. Plan one Agreement Type per tier or SLA. Separate types let you review profitability by tier on the Sales Dashboard and set different billing rates for billable work.
3. Set up the Agreement Types in the Agreement Type Setup Table first. Agreement Types act as templates — customer agreements inherit from them.

Create a Managed Service Agreement

There are two entry points:

• The Agreement Maintenance Screen under Finance > Agreements — all fields are covered in the Agreement tab reference.
• The Agreement tab on a company record — this pre-fills the company’s information.

Before you start, confirm a Managed Agreement Type exists in the Agreement Type Setup Table.

Add a recurring discount line

Putting a discount on the invoice as a visible line reminds the customer every month what they’re saving. To add one as a recurring addition to a Managed Service Agreement:

1. In your product catalog, create a product named Discount. The discount amount posts as negative revenue to the General Ledger — configure the product’s category to post to the correct account.
2. Open the agreement and go to the Additions tab.
3. Add the Discount product. Enter a negative quantity or a negative amount.
4. Set Effective Date to the first date the discount should appear on the invoice.
5. If the discount is term-limited, set Cancelled Date to the date it should stop.
6. Select Save.

The discount will now appear on every generated agreement invoice between the effective and cancellation dates.