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Service agreement and W-9

Updated

Your service agreement is the set of terms your MSP is billed under. This article explains where to view it, the difference between the standard catalog and a custom agreement, and how to handle tax forms such as a W-9.

Who This Is For

MSP Owner and Finance users.

Viewing Your Agreement

  1. Go to /billing/contract (or click Contract in the billing sidebar).
  2. The page shows Your Agreement — your service agreement, terms, and lifecycle.

There are two cases:

  • Standard catalog — most MSPs are billed at the platform's published catalog pricing. The page shows "You're on the standard catalog," meaning your subscriptions follow the public price list and standard terms. There is nothing to sign beyond accepting the terms at sign-up.
  • Custom agreement — some MSPs negotiate custom pricing or terms. In that case the page shows the specific agreement, its effective dates, and the negotiated terms. Custom agreements are signed electronically (via eSign) and the executed document is linked here.

W-9 and Tax Forms

A W-9 is a US tax form your MSP may request from the platform (The One Stack's W-9), or that you may need to provide depending on your arrangement. The platform's W-9 and tax identification details for vendor onboarding are available on request — open a support request from the Help menu and ask for the current W-9, and it will be provided by the finance team.

If your accounting requires the platform to be set up as a vendor (for accounts payable), the service agreement page and your invoices contain the legal entity name and remittance details you need. The W-9 supplies the tax identification number.

Changing or Renewing Terms

  • Standard catalog terms update automatically when the public catalog changes; material changes are communicated in advance.
  • Custom agreements renew per the dates shown on the contract page. To change a custom agreement, contact your account manager — custom terms cannot be self-edited.

Troubleshooting

"I need the platform's W-9 for our books." Request it via support; it is not self-serve because it is updated periodically.

"My agreement page says standard catalog but I was quoted custom pricing." Custom pricing only applies once a custom agreement is executed. If you signed one and it is not reflected, contact your account manager with the signed envelope reference.

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