Commercial
Contract terms, service level agreements, billing accuracy and pricing structure. Whether what you are charged matches what was agreed — and whether what was agreed still makes commercial sense.
Fell Consult
Independent inspection of what your MSP is actually delivering.
A structured inspection across four pillars — commercial, operational, risk and strategic — giving boards and finance leaders evidence-based assurance that the managed service relationship reflects what is delivered, not what the contract or the account manager says.
Entry point
A short scan of your existing MSP contract that surfaces the obvious risk indicators — the low-commitment way to find out whether a full inspection is worth commissioning.
The framework
Four pillars over a domain-based inspection.
Operational
Service delivery quality and measurement integrity. Whether reported performance reflects the experience of the business, and whether the measurement itself can be trusted.
Risk
Continuity, third-party dependency, exit readiness and lock-in exposure. What happens if the relationship ends, degrades, or the provider changes hands.
Strategic
Whether the provider drives genuine improvement and partnership behaviour, or simply satisfies the contract. Roadmap contribution and proactivity versus box-ticking.
Any single domain can be commissioned as a standalone deep-dive; a full inspection covers the whole framework. Findings roll directly into renewal or exit decisions — they are written to be used, not filed.
Lead-in offer
MSP contract red-flag report
A short scan of your existing MSP contract that surfaces the obvious risk indicators — auto-renewal traps, undefined service levels, uncapped charging mechanisms, weak exit provisions.
Free or low cost, confidential and deliberately low commitment. It is distinct from a full inspection: enough to tell you whether one is worth commissioning.
Request the reportTiers
Bronze, Silver and Gold
Bronze
Focused inspection of a single domain with a written findings report.
Scope in development
Silver
Broader inspection across multiple domains with comparative scoring.
Scope in development
Gold
Full four-pillar inspection with evidence pack and leadership debrief.
Scope in development
Tier definitions and pricing are still being finalised. Until then, scope is agreed directly against the domains you want inspected.
Process
Five stages from scope to debrief.
01
Scope
Agree which domains are in scope, which stakeholders are involved, what evidence exists and what a useful outcome looks like.
02
Evidence
Collect contracts, invoices, service reports, ticket data and stakeholder input. Facts before judgement.
03
Score
Assess each domain against the framework, recording findings alongside the evidence that supports them.
04
Report
A clear written report: what is working, what is not, what it is costing and what to do about it.
05
Debrief
A working session with your leadership team to agree next steps for renewal, remediation or exit.
Vantage point
18+ years leading IT infrastructure and managed-service delivery, including running a global infrastructure function across EMEA, APAC and the Americas.
That is the vantage point this framework is built from — the same seat MSPs sit in when they are managing the account you are trying to see clearly.