MSP Quarterly Business Review Template

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Quarterly Business Review

[Client Company Name]

Quarterly Business Review

Quarter: [Q1 / Q2 / Q3 / Q4] [Year] — e.g. Q2 2026 Review period: [Start date] to [End date] Prepared by: [Your MSP Name] Prepared for: [Client Contact Name], [Client Company Name] Meeting date: [Date of QBR meeting]

Section 01 Quarter in Review

Write a 3–5 sentence narrative covering the quarter as a whole. Focus on outcomes, not activity. What changed? What improved? What risk was reduced? Then list three specific wins. A win is a completed project, a problem prevented, or a measurable improvement — not a general statement.

[Summary of the quarter in plain English. Example: "Q2 was defined by two threads: completing the MFA rollout that started in Q1, and managing the increase in ticket volume tied to the office expansion. Both were resolved within the quarter. As of June 30, all 34 user accounts are enrolled in MFA and the new office location is fully provisioned and monitored."]

[One sentence on the overall health status heading into the next quarter.]

Three Key Wins This Quarter

1

[Describe a specific, completed win — e.g., "Completed MFA enrollment across all user accounts, reducing account takeover risk flagged in the Q1 security review."]
2

[Describe a second win — e.g., "Resolved the recurring print server issue that generated 11 tickets in Q1. Root cause identified and patched; zero recurrences in Q2."]
3

[Describe a third win — e.g., "Successfully onboarded 6 new users during office expansion with zero provisioning incidents and full device encryption from day one."]

Section 02 Technology Health Score

Score each category 1–10 based on your assessment this quarter. 1–4 = needs immediate attention, 5–7 = acceptable with known gaps, 8–10 = strong. Add a brief note in the Notes column explaining the score, especially for anything below 8. This scorecard is designed to be reviewed on screen during the QBR meeting.

Category	Score (1–10)	Notes
Security	[0–10]	[e.g. MFA fully deployed. EDR coverage at 100%. One unpatched critical CVE pending vendor fix — tracked.]
Backup	[0–10]	[e.g. 99.4% backup success rate Q2. Recovery test completed May 12 — all systems restored within RTO. No issues.]
Infrastructure	[0–10]	[e.g. Primary server approaching end-of-life. Replacement scoped for Q3. Network switches are current.]
Compliance	[0–10]	[e.g. Patch compliance at 97%. One device offline for 3 weeks — owner notified, on watch list for Q3.]
Support	[0–10]	[e.g. SLA compliance 96% across Q2. Average response time 1h 08m. No escalations.]

Section 03 Service Desk Performance (Quarterly)

Pull quarterly aggregates from your PSA. "Trend" should reflect whether each metric improved, held steady, or declined quarter-over-quarter. A simple "Up," "Flat," or "Down" with an arrow is sufficient, or add a brief percentage change. Add a note below the table if any metric needs explanation.

Metric	This Quarter	Last Quarter	Trend
Total Tickets	[Number]	[Number]	[Up / Flat / Down]
Tickets Resolved	[Number]	[Number]	[Up / Flat / Down]
Avg. Response Time	[e.g. 1h 08m]	[e.g. 1h 24m]	[Improved / Flat / Declined]
SLA Compliance %	[e.g. 96%]	[e.g. 93%]	[+3 pts]
First Call Resolution %	[e.g. 74%]	[e.g. 70%]	[+4 pts]
Escalations	[Number]	[Number]	[Up / Flat / Down]

Section 04 Security Review

Cover three areas: (1) any notable incidents this quarter, (2) a brief summary of the current threat landscape relevant to this client's industry, and (3) current compliance status. Keep the language accessible. The goal is an informed client, not a technical briefing.

Notable Incidents This Quarter

[Describe any security incidents that occurred this quarter. Include: what happened, when it was detected, how it was resolved, and whether any change was made to prevent recurrence. If no incidents occurred, write: "No security incidents were recorded in [Quarter]. Monitoring continued without interruption."]

Threat Landscape

[2–3 sentences on the current threat environment relevant to this client. Example: "Phishing campaigns targeting [industry] businesses increased in Q2, particularly credential-harvesting attacks disguised as vendor invoices. We recommend reviewing email filtering rules with staff, and a refresher is scheduled for [date]."]

Compliance Status

[Current compliance posture. Example: "Patch compliance closed Q2 at 97%. One device is pending update due to a known compatibility issue with a line-of-business application — tracked and scheduled for resolution in July. All other compliance benchmarks were met."]

Section 05 Roadmap and Recommendations

List 3–6 recommendations for the coming quarters. Each row should give the client enough context to understand the recommendation and make a decision. "Priority" options: High, Medium, Low. "Est. Cost" can be a range or TBD if not yet scoped. This section is the foundation of your upsell and renewal conversations.

Recommendation	Priority	Timeline	Est. Cost
[e.g. Replace primary file server — approaching end-of-life, warranty expired Q1]	High	Q3 2026	[$4,200–$5,800]
[e.g. Deploy DNS filtering to all endpoints — current gap in web threat protection]	High	Next 30 days	[$18/user/mo]
[e.g. Security awareness training for all staff — phishing attempts increasing in sector]	Medium	Q3 2026	[$12/user/mo]
[e.g. Network switch refresh in main office — hardware 6 years old, end-of-support approaching]	Medium	Q4 2026	[TBD — scoping in Q3]
[Add additional recommendation if needed]	Low	[Quarter / Year]	[TBD]

Section 06 Next Quarter Goals

Set three specific, measurable goals for the coming quarter. Each goal should have a named owner (your MSP, the client, or shared) and a target date within the quarter. Vague goals erode trust over time. Specific goals build accountability on both sides.

Goal	Owner	Target Date
Goal 1 [e.g. Complete server replacement and validate backup integrity on new hardware before going live]	[e.g. [Your MSP Name]]	[e.g. August 15, 2026]
Goal 2 [e.g. Enroll all staff in the new security awareness training platform and complete the first module by end of quarter]	[e.g. Shared — [Client] to communicate to staff, [MSP] to configure platform]	[e.g. September 30, 2026]
Goal 3 [e.g. Scope and quote the network switch refresh for Q4 decision — no procurement yet, assessment only]	[e.g. [Your MSP Name]]	[e.g. July 31, 2026]