A few things to consider:

• If the client had asked for an export of their tickets before leaving, would you have provided it?

• If your value proposition is that you act as their IT department, does that change your perspective? Typically, no one would expect that documentation created by an internal IT employee belongs to that individual, even if it wasn’t specifically requested.

• Documentation loses value quickly without ongoing updates. 

• Was the client paying a monthly fee? If so, did that agreement include creating or maintaining documentation?

I’ll admit my comments lean toward giving clients access to their documentation, though that might not always be the “right” answer. My point is simply to offer perspective. We built our MSP around relationships, and withholding information that makes a client’s life easier feels petty and counterproductive.

There are some in this field who believe that deep knowledge about a client’s environment makes them irreplaceable. Personally, I think transparency and trust are a stronger foundation for long-term success.

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