Master Services Agreement Salesforce

A Master Services Agreement (MSA) is a legal document that sets the terms and conditions for the relationship between a service provider and a client. In the technology industry, MSAs are usually used to govern long-term relationships between software vendors and their customers. Salesforce, a leading customer relationship management (CRM) software provider, offers MSA agreements to its clients.

Salesforce`s MSA is a comprehensive document that covers many aspects of the relationship between the vendor and the client. It outlines provisions related to the software license, services provided, support and maintenance, warranties, liability, and more. Let`s take a closer look at some of the key components of the Salesforce MSA.

Software License

The MSA outlines the terms of the software license, which is the permission granted to the client to use Salesforce`s software. The license can be for a specific number of users, a certain geographic area, or a predetermined time frame. The MSA also specifies the conditions under which the license can be terminated, such as non-payment or breach of the agreement.

Services Provided

The MSA defines the services provided by Salesforce to the client. These services may include implementation, customization, training, technical support, and maintenance. The MSA specifies the scope of the services, timelines, and any fees associated with them.

Support and Maintenance

The MSA sets out the terms of support and maintenance provided by Salesforce to the client. This may include access to technical support, software updates, and bug fixes. The MSA will also specify the level of support provided, such as response times for support requests.


The MSA outlines the warranties provided by Salesforce to the client. This may include guarantees related to the functionality of the software, the level of service provided, and compliance with applicable laws and regulations.


The MSA defines the liability of both parties in the event of a breach of the agreement or other issues. It outlines the damages that may be awarded in the event of a breach, as well as any limitations of liability that may apply.


In summary, a Master Services Agreement is a critical component of the relationship between a software vendor like Salesforce and its clients. The MSA provides a framework for the relationship, outlining critical provisions related to licensing, services, support, warranties, and liability. As a buyer of Salesforce`s software services, it is essential to carefully review and understand the MSA to avoid any misunderstandings or issues down the line. By having a thorough understanding of the agreement, buyers can ensure that they receive the services they need and that their legal rights are protected throughout the relationship.