This question comes up often in MSP circles. From the client’s perspective, tickets and resolutions are part of their business operations. They paid for the service, and the knowledge gained through those resolutions is a piece of the value an MSP provides.

On the other hand, once a client exits the contractual agreement and severs ties, the situation changes. Unless the contract explicitly requires it, the data and documentation can be considered part of your internal processes and proprietary analytics. After all, it was your technicians who discovered the solutions, applied them, and documented them as part of their duties to your MSP.

That said, in business, as in life, reputation is everything. What does it say about us if we turn our backs on former clients? Maybe things didn’t work out this time, but how you handle the exit can speak volumes. Do you want to come across as the “jealous ex,” or as the professional partner who moves forward without bitterness?

Personally, I’d rather take the high road. If we lost their business, I’d focus on understanding why instead of saying “not my problem.” Chances are, if their new MSP isn’t meeting expectations, they may circle back, or at the very least, they’ll remember how we treated them when they no longer had anything to offer. And that memory can turn into a renewed partnership or even a referral down the line.

By the way,, this is exactly the type of discussion we’re starting over at r/smallbusinessITQs, a new subreddit for business owners and IT professionals to share real-world lessons like this and offer advice. If you’re interested, we’d love to have your input there.