1.0 - Introduction
As an MSP, we know that not everything you offer falls neatly into the security bucket. While security services are often front and centre, many providers also deliver a wide range of Managed IT services alongside them. That’s exactly why we’ve introduced the ability for you to choose which category the service you’re building belongs to - Security or Managed IT.
This gives you greater flexibility when documenting and structuring your services in HighGround, ensuring they accurately reflect the full scope of what you provide to your customers.
When it comes to Managed IT services, we’ve worked to make sure you have everything you need to properly define how those services operate. You’ll find dedicated fields that allow you to clearly outline key operational details, including:
Support hours – so clients know exactly when your team is available to help
SLA tables – making response and resolution expectations clear
Service operations – helping you define how the service is delivered day-to-day
Microsoft 365 licences – allowing you to capture licensing elements that often form part of a managed service
In short, we’ve tried to cover as many of the practical components of a Managed IT service as possible. The goal is simple: give you a straightforward way to document and present your services in a way that mirrors how MSPs actually deliver them in the real world.
2.0 - Security Services
Your security services focus on protecting your customers’ systems, data, and users from cyber threats. This includes things like monitoring for suspicious activity, identifying vulnerabilities, responding to incidents, and helping customers improve their security posture. While managed IT keeps everything running, your security services are there to make sure it stays protected.
2.1 - Creating your Security Service
To create your Security Service:
Step 1: Go to 'Add' on your Packages module and select Security Service.
Step 2: give your service a name you will remember and a description everyone will understand.
Step 3: Enter the pricing details for your service.
Tip: If you price your services on-demand you can select this too!
Step 4: Fill out the contract terms you follow for the service.
Step 5: Align your security service to the NIST CyberSecurity Framework.
Step 6: Make sure to add your product costs and labour costs so your pricing summary reflects correctly.
Step 7: Check the pricing summary to make sure everything is correct.
Click Save and your service will now been added to your HighGround account.
To learn more about aligning your services to the NIST CyberSecurity Framework please read our Adding NIST Controls to your Services article.
Note: When adding labour to services this information comes from your Work types & Rates section in your MSP System settings. To learn more about this please read our Understanding Work Types & Rates article.
3.0 - Managed It Service
Your managed IT services are the day-to-day support and maintenance you provide to keep your customers’ technology running smoothly. This typically includes monitoring devices and networks, installing updates, managing backups, and providing helpdesk support when users inevitably click the wrong thing. In short, it’s the operational side of IT that keeps systems stable, available, and working as expected.
3.1 - Creating your Managed IT Services
Follow the steps below to create a Managed IT Service in HighGround.
1. Start a New Service
Go to the Packages module, click Add, and select Managed IT Service.
2. Name and Describe Your Service
Give your service a clear name that makes sense to you and your team.
You’ll also want to add a description that clearly explains what the service includes. This helps ensure anyone reviewing the service (whether internally or in a proposal) understands exactly what it delivers.
3. Configure the Pricing
Enter the pricing details for your service based on how your MSP delivers it.
Tip: If this is something you provide on-demand, you can select the On-Demand pricing option instead.
4. Define the Contract Terms
Next, configure the contract terms associated with the service.
5. Review the SLA Table
HighGround automatically generates a default SLA table for the service. You can leave this as-is, or fully customise it to reflect the response and resolution times your MSP actually delivers.
6. Set Your Support Availability
Define the support coverage you offer for this service, including:
Support hours
On-call hours
Supported contact methods
This ensures clients understand how and when they can access support.
7. Configure Service Operations
Next, select the service operations you provide as part of the service.
For each operation, you can define how it’s delivered:
Limited – Use this if the service includes a fixed allowance (for example, a certain number of hours per month). You’ll be able to specify the amount and time period.
Billable – Use this if the work is available but billed separately. You’ll be able to select the work type, which will automatically pull through the hourly rate.
Unlimited - The service operation is something you will provide at no added cost or limited amount.
This allows you to accurately reflect how your MSP delivers and bills for operational work.
8. Select Supported Assets
Choose the assets that are supported under this service. If needed, you can also create custom asset types to match the environments you manage.
9. Add Microsoft 365 Licences
If your Managed IT Service includes Microsoft 365 licences, you can add them here so they’re included as part of the service.
10. Align the Service to the NIST Cybersecurity Framework
HighGround allows you to map your service to the NIST Cybersecurity Framework, which is how you add your tools and therefore security components to the service.
11. Add Product and Labour Costs
Enter the product costs and labour costs associated with delivering this service.
Adding these ensures your pricing summary accurately reflects the true cost of delivery.
12. Review the Pricing Summary
Finally, review the pricing summary to confirm everything looks correct before finishing the setup.
This gives you a clear breakdown of the service cost, pricing, and margins.
Click Save and your service has now been added to your HighGround account.
To learn more about aligning your services to the NIST CyberSecurity Framework please read our Adding your tools > security components to your Services article.
Note: When adding labour to services this information comes from your Work types & Rates section in your MSP System settings. To learn more about this please read our Understanding Work Types & Rates article.