New Customer Onboarding Checklist for IT Companies

Determine if it is a 'System Down' emergency or a standard request to ensure you meet response times for high-stakes issues.

Ask how many workstations, servers, and users are involved so you can accurately quote $100-$200 per hour or a flat project fee.

Use SkipCalls to ensure that even if you are in a loud server room, a potential $10,000 client is greeted by a professional AI instead of a voicemail.

Assign a unique ticket number immediately to track the issue from first contact to resolution.

Tell the client if you need physical access to their suite or if you can solve the issue via remote desktop tools.

Securely gather Domain Admin, Firewall, and Microsoft 365 Global Admin passwords before the first visit.

Get account numbers and support lines for their Internet Provider and specialized software vendors to act on their behalf.

Request or create a basic diagram of routers, switches, and access points to understand the network backbone.

Check if local or cloud backups are running successfully before making any configuration changes.

Confirm who has the keys to the server closet and if there are any noise restrictions for working during business hours.

Ensure the MSA is signed to protect your business and define the legal terms of your $1,000-$10,000 monthly service.

Clearly state that you respond to 'Critical' issues in 2 hours and 'Standard' issues in 24 hours to prevent client frustration.

Explain that work outside the contract is billed at your standard $150/hour rate to avoid invoice disputes later.

Require a credit card or ACH on file for recurring managed services to ensure consistent cash flow.

Deploy your Remote Monitoring and Management agents to all workstations for proactive health checks.

Push out Antivirus and Endpoint Detection (EDR) to immediately secure the client from cyber threats.

Physically label servers and switches so the client can identify equipment if you need them to do a 'power cycle' over the phone.

Tidy up messy cabling during the first visit to show the client you provide high-quality, professional work.

Present the results of their $2,000 Cybersecurity Audit and prioritize the high-risk items that need fixing.

Set a date for a Quarterly Business Review (QBR) to discuss their long-term IT roadmap and budget.

Send a short 1-question survey (NPS) to see how the first job went and address any lingering concerns.

Provide the client with a copy of their updated network credentials and asset list for transparency.