Account health scorecard for IT and managed service providers
10 signal categories calibrated for MSP and IT service client relationships: SLA compliance, uptime, incident trends, CSAT, scope alignment, and more. Free Excel download.
10 signal categories, pre-configured for IT & MSP relationships
Each scored 1–10. Weights configurable. Weighted health score calculates automatically.
What this spreadsheet can’t do
The template gives you a structured starting point. EvaluationsHub is what happens when the manual process stops scaling.
SLA data sits in the ITSM, not this sheet
EvaluationsHub connects to ServiceNow, Jira, or Freshservice and updates SLA compliance automatically — no manual entry.
Clients escalate before you see the trend
A rising P1 volume or string of SLA breaches is visible in the ITSM long before the client calls. EvaluationsHub surfaces the trend as it develops.
QBR prep takes half a day
Pulling SLA stats, uptime, open tickets, and satisfaction scores from four different systems is a manual tax that adds no client value. EvaluationsHub pre-populates it.
Salesforce tracks the contract, not the risk
Your CRM knows when the renewal is. EvaluationsHub writes health scores and CAPA status back into Salesforce automatically.
The handoff problem in managed services
When an account changes hands, the new CSM inherits a ticket queue but no relationship context. EvaluationsHub preserves every signal and recovery plan.
Compliance posture is a pre-audit scramble
EvaluationsHub tracks patch currency and certification status continuously as a scored health dimension.
21-day pilot. Unlimited accounts. No credit card.
Configure your scoring model, run one live QBR, and trigger one recovery workflow.
About this template
This free Excel template is built for customer success and account management teams at IT service providers and managed service companies (MSPs). It covers the signal dimensions that determine whether a client relationship is healthy, at risk, or in crisis.
SLA compliance and uptime carry the highest default weight because they are the primary contractual obligations in most MSP relationships. The weights are fully configurable to reflect your specific contract structure.
When your portfolio grows beyond 10–15 accounts, EvaluationsHub replaces this spreadsheet with a platform that keeps scores current, runs structured QBRs, and triggers recovery workflows in one click.