Clear accountability is essential in any managed service or support partnership. When expectations are undefined or unevenly distributed, projects stall, service issues escalate and trust erodes. That’s where a customer responsibility matrix becomes essential.
Used widely in managed service provider (MSP) relationships, a customer responsibility matrix outlines who’s responsible for which tasks, decisions and deliverables. It clarifies shared responsibilities between the service provider and the customer, making collaboration more transparent and efficient.
The guide explores how a customer responsibility matrix works, why it’s critical for MSP-client success and how to create one that supports better service delivery and long-term partnership alignment.
Key takeaway for a customer responsibility matrix:
A customer responsibility matrix clarifies which tasks are owned by the MSP, the customer or both, reducing confusion and delays.
Shared responsibilities support stronger partnerships by aligning expectations and promoting accountability.
Mapping responsibilities early, especially during onboarding or SLA-driven projects, helps avoid service gaps.
Regularly reviewing the matrix ensures it stays aligned with evolving service needs, tools and teams.
Platforms like Pipedrive help manage shared responsibilities through custom pipelines, automation and team visibility. Try Pipedrive free for 14 days.
What is a customer responsibility matrix?
A customer responsibility matrix is a structured tool that outlines which tasks, processes or outcomes are owned by the customer, the service provider or both.
It’s widely used in MSP relationships to reduce ambiguity, align expectations and create accountability across both parties.
The matrix typically lists key responsibilities and identifies who owns each one. Some organizations use the RACI model (Responsible, Accountable, Consulted, Informed), while others prefer simpler formats that assign tasks to the customer, the service provider or both. Regardless of the approach, the aim is to clarify ownership and prevent overlaps or gaps.
For example, the MSP might manage infrastructure uptime and backups, while the customer handles user access control and data classification. In other cases, tasks like patch testing or compliance audits might be shared. When these roles are clearly defined, both sides can work more efficiently and avoid confusion.
Responsibility matrices are particularly helpful during onboarding, major service rollouts or SLA-driven projects. They serve as a living document that evolves with the partnership, helping to streamline handoffs, prevent disputes and improve service delivery.
A responsibility matrix visually informs team members about their responsibilities and those of other team members. A responsibility matrix reduces confusion over responsibilities and supports successful collaboration.” – UseMotion (project management expert)
Why shared responsibility matters in MSP and customer relationships
In managed service partnerships, success depends on more than technical delivery, it hinges on collaboration. A shared responsibility model helps establish that collaboration by clearly defining who does what, when and to what standard. Without it, teams can run into misalignment, delays or unspoken assumptions.
MSPs often manage infrastructure, networks, security and support layers. Their ability to deliver reliable service also depends on what the customer contributes, such as user data, access permissions or timely feedback.
A shared responsibility matrix gives both parties clear visibility into their roles. It supports faster decision-making, reduces finger-pointing when issues arise and helps build mutual trust. It also lays the groundwork for stronger SLAs, more efficient onboarding and smoother escalation processes.
As MSPs take on more strategic roles, the need for clear operational boundaries becomes even more important. A maintained customer responsibility matrix becomes a practical tool for guiding day-to-day execution and long-term collaboration.
How to create a customer responsibility matrix
Creating a customer responsibility matrix starts with mapping out every core service or function involved in the partnership, from onboarding and account management to security protocols, data access, software updates and support workflows.
Once the services are outlined, assign responsibility categories for each. A common model uses RACI, but simpler labels like MSP, Customer or Shared can be just as effective depending on the complexity of the relationship.
It’s important to go beyond technical tasks. Include areas like user training, escalation paths, access permissions and data backups, all of which require active participation from both sides.
The matrix should be created collaboratively. Involve key customer stakeholders early to align expectations and responsibilities. According to the Project Management Institute, organizations that actively engage stakeholders are up to 2× more likely to deliver successful projects.
Avoiding future disputes over who was meant to do what, especially when SLAs or compliance are involved.
Finally, keep the matrix visible and updated. Roles, tools and business needs evolve and so should the matrix. Review it regularly during QBRs (Quarterly Business Reviews) or major service changes to ensure it continues to reflect the current operating model.
What to include in your customer responsibility matrix
A well-structured customer responsibility matrix should cover every functional area that affects service delivery, customer experience and compliance. While the exact format depends on your service model, here are the core categories most matrices include:
Onboarding and account setup. Detail who handles system configuration, user provisioning, data migration and access controls. Clarity at this stage prevents downstream issues with permissions or misconfigured tools.
Security and compliance. Include shared responsibilities around firewall settings, password policies, patching schedules and audit preparation. For MSPs, this is where the shared responsibilities MSP and customer matrix becomes most critical, particularly in regulated industries.
System maintenance and updates. Specify who manages routine updates, hardware maintenance, backups and software licensing. If the customer is expected to restart systems or maintain endpoint security, document it clearly.
Support processes. Define how support tickets are handled, who submits them, expected first response times and what counts as critical vs. non-critical. Also outline escalation procedures and approval steps for major changes.
Data ownership and access. Clarify data storage locations, retention policies and recovery expectations. If customer data is stored across multiple systems, make sure responsibilities are clear for access, protection and compliance.
User training and communication. Note who’s responsible for end-user training, internal communication and adoption of new tools or policies. This area is often overlooked but plays a big role in service success.
According to Gartner (2023), 70% of service disruptions are caused by miscommunication or unclear ownership across internal teams and external partners. A clear responsibility matrix helps eliminate these gaps by assigning accountability upfront.
Including these categories ensures both parties know their role and helps reduce delays, miscommunications and finger-pointing when issues arise.
How to build a customer responsibility matrix
A customer responsibility matrix helps define who’s responsible for what across a managed service partnership. For MSPs and clients, it ensures there’s no confusion around task ownership, which is critical for performance, security and compliance.
According to McKinsey (2021), 37% of employee time is spent on duplicative work due to unclear responsibilities and siloed teams. By clearly assigning roles (MSP, customer or shared), the matrix improves transparency and prevents wasted effort.
To build one, list out the key operational tasks involved in the service. Then assign clear responsibility, MSP, customer or shared. The goal is transparency and alignment.
Here’s an example of how that might look:
Responsibility area | Primary responsibility |
Initial system setup | MSP |
Patch management | MSP |
User account provisioning | Customer |
Backup and disaster recovery | MSP |
Password policy enforcement | Customer |
Compliance documentation (e.g. SOC2) | Customer |
Incident response | MSP |
Hardware lifecycle management | Customer |
Even in shared tasks, one party should take the lead. For example, while both sides care about security, the MSP might manage firewall configurations while the customer handles user training.
Once the table is agreed upon, it becomes a central reference point, especially useful when onboarding new team members or revisiting SLAs.
Best practices for maintaining shared responsibility over time
Creating a customer responsibility matrix is only the first step. To get long-term value from it, both the MSP and the customer need to keep the matrix updated and relevant as services evolve. These practices help maintain clear, shared accountability:
Revisit the matrix regularly: Roles and responsibilities shift over time. Schedule quarterly or biannual reviews to ensure the matrix still reflects your working reality.
Align it with your SLA: Reference the matrix within your service level agreement to reinforce accountability in contractual terms.
Involve the right people: Include both technical and operational stakeholders from both sides. That ensures the matrix is actionable, not just a leadership document.
Document escalation paths: For shared or high-risk responsibilities, clearly define who to contact and how issues should be escalated.
Use it during onboarding: Make the matrix part of the sales onboarding process for new team members so expectations are clear from day one.
Add a sales memo for internal alignment: Create a short internal summary that highlights key customer responsibilities, especially for sales, success and onboarding teams. Helping customer-facing staff set the right expectations early and ensures the handoff from sales to service is aligned with what’s been agreed.
Keep it visible: Store the matrix in a shared space or project hub where both parties can easily access and reference it.
Keeping the matrix front and center helps teams collaborate more effectively, respond faster when issues arise and stay aligned as service needs change.
Why Pipedrive supports shared accountability in service partnerships
Pipedrive gives service providers and customer-facing teams the structure and visibility they need to manage shared responsibilities with confidence. As a customer relationship management (CRM) platform built around clarity and collaboration, it helps both managed service providers (MSPs) and customers stay aligned on roles, deliverables and timelines.
With customizable sales pipelines, you can map your service stages to reflect shared touchpoints, making it easy to see what’s in progress, what’s waiting on the customer and what needs attention.
Custom fields allow teams to log roles, responsibilities and SLAs directly inside deal or project records, so accountability is always transparent.
Activity tracking and workflow automations help teams stick to commitments, whether that’s scheduling onboarding sessions, requesting documentation or following up on shared tasks.
Pipedrive also supports internal notes, visibility controls and integrations with support tools, allowing MSPs to coordinate service handoffs without losing context.
Customer responsibility matrix common FAQs (Frequently asked questions)
What is a customer responsibility matrix?
A customer responsibility matrix defines which tasks, deliverables or support obligations fall to the managed service provider (MSP) and which are the customer’s responsibility. It helps clarify expectations and avoid service delays or miscommunication.
Why is a responsibility matrix important in MSP partnerships?
MSP engagements often include shared responsibilities, like security, onboarding or content delivery. A matrix ensures both parties understand their roles, reducing friction and supporting successful outcomes.
How do you create a customer responsibility matrix?
Start by listing all major tasks and project phases. Then assign ownership (MSP, customer or shared) based on who has the knowledge, access or obligation to complete them. Review and align these with any SLAs or contracts.
What tools can I use to manage shared responsibilities?
CRM platforms like Pipedrive can track deliverables, assign ownership and document progress. Using integrated workflows and shared visibility keeps teams aligned and accountable.
Can a responsibility matrix improve customer satisfaction?
Yes. When responsibilities are clearly defined, there are fewer misunderstandings, quicker resolutions and smoother collaboration. That leads to a more reliable and positive partnership experience for both sides.
Final thoughts
Clear accountability is the foundation of strong MSP-customer partnerships. A customer responsibility matrix builds trust, supports transparency and keeps momentum moving in the right direction.
Mapping out who does what and using the right tools to track progress, both service providers and customers can stay aligned, avoid missed expectations and deliver better results.
Whether you’re delivering onboarding, managing a long-term SLA or collaborating on a time-sensitive project, shared responsibility backed by clarity and structure is key to success.
Try Pipedrive free for 14 days and see how it helps you manage shared responsibilities with ease and transparency.
