What Happens to a Client's Backups When They Change MSP?
Usually the backup history stays behind with the outgoing MSP's tools, and the incoming MSP starts the client from zero. When both MSPs use EnterProtect, the client moves with its recovery points, retention and evidence intact, and only the management and the bill change hands.
Why Clients Usually Lose Their History
You win a client from another MSP. Their backups live on the outgoing MSP's appliance and in its vendor account, and both leave with the outgoing MSP. The client still has to keep its history restorable for its own compliance, so somebody ends up paying the old vendor to keep restore points nobody can move. The outgoing MSP has the opposite problem: a contract that keeps billing for a client who's gone.
What Changes at Cutover
| Part of the client's protection | At cutover |
|---|---|
| Recovery points, retention, holds and evidence | Stay exactly as they are |
| Appliances, serial numbers, agents and storage region | Stay with the client |
| The client's own logins | Keep working |
| Management and the monthly bill | Move to the incoming MSP |
| The outgoing MSP's console access, PSA links and integrations | Revoked |
How a Transfer Works in EnterProtect
The outgoing MSP's Owner requests the transfer and the incoming MSP's Owner accepts it, each with a fresh passkey check. Before accepting, the incoming MSP sees what it's taking on: health, retention, storage, appliances and the recurring charges from cutover, but not the backup content. The request expires if nobody accepts within seven days. Cutover defaults to the first of a month at 00:00 UTC, with at least 72 hours' notice. Capture, verification and the immutable locks keep running through it, and nothing about the move can shorten the client's retention.
Who Pays for What
No moment is billed to both MSPs, and none to neither. Everything before cutover belongs to the outgoing MSP, everything after to the incoming one, including storage for history created before the move. The transfer ends with a signed certificate. If the client leaves for an MSP that doesn't use EnterProtect, that's offboarding instead: backups stop, the data stays recoverable through a 30-day cooling-off under lock, and destruction ends in a signed certificate too. While it ages out, you pay no resource fee for that client.
Client Transfer Questions
What if the outgoing MSP won't cooperate?
EnterProtect support can't move a client on its own or act for either MSP. If the outgoing MSP is unreachable, refuses or is in dispute, the transfer goes through a separate legal and contract review that's time-limited, needs two approvals and is visible to both MSPs.
Can we move only some of a client's backups?
No. A transfer moves the whole client organization across every EnterProtect product it uses. Splitting a client by site, product or resource would need its data, retention and billing separated first.
Does a transfer restart the client's trial or contract?
No. Trial state follows the client unchanged, and there's no contract to restart. Billing moves to the incoming MSP at cutover, at that MSP's own rate.
Want History That Moves With the Client?
EnterProtect BCDR runs on hardware you or your client own, month to month, and moves between MSPs with every recovery point intact.
More Answers
See Every AnswerWhat Is an Immutable Backup?
An immutable backup is a copy that can't be changed or deleted until a set date, by anyone, including the administrator who made it.
Can I Use My Own Hardware for a BCDR Appliance?
With EnterProtect, yes.
What Is BCDR?
BCDR stands for business continuity and disaster recovery.