What does business continuity really mean for your MSP?
Business continuity for your MSP means keeping critical customer services running within agreed limits even when serious disruption hits. It is about making sure your clients can still operate, invoice and support their own customers when tools fail, suppliers have outages or incidents affect your own environment. Instead of relying on a dusty recovery document, continuity is how you absorb shocks and still meet the promises you have made.
In practice, continuity for an MSP spans everything from remote monitoring and management tools, ticketing platforms, cloud hosting and security stacks to the people who run them and the suppliers you rely on. If any of those stop working, your customers may be unable to log in, transact, manufacture, treat patients or serve their own clients. That is why continuity for an MSP is more than “can we restore a server?” – it is “can we keep our customers’ businesses moving within agreed tolerances?”
This information is general and does not constitute legal, regulatory or financial advice. You should take decisions about standards, contracts and continuity with support from qualified professionals who understand your sector and jurisdiction.
Resilience feels complicated until you map it to the promises you already make.
Why business continuity is different for MSPs
Business continuity is different for MSPs because a single outage in your stack can affect many customers at once, not just your own operations. When shared tools such as backup, monitoring or hosted infrastructure fail, dozens or hundreds of clients can lose the ability to operate safely, even if their own environments have not changed. Continuity planning therefore has to consider multiplied impact and simultaneous incidents.
A simple way to think about this is that you are stacking continuity obligations. You must protect your own operations and protect multiple customer environments at the same time, often across multi‑tenant platforms and third‑party clouds. That means your continuity planning needs to look at three distinct but connected layers:
- Your internal services such as NOC or SOC operations, helpdesk, remote monitoring and management (RMM), professional services automation (PSA), backup and identity services.
- The customer environments you manage, whether on‑premises, in the cloud or in hybrid architectures.
- The third parties you depend on, including cloud providers, telecoms providers, SaaS tools and distributors.
Taken together, these layers mean a single failure can cascade quickly if you have not prepared.
Because of that layered dependency, continuity failures have amplified consequences: contractual penalties, large‑scale incident response, loss of reputation and a genuine risk of customer churn. When customers ask about business continuity in RFPs or due diligence, they are really asking one thing: “If something serious happens to you, do we still stay in business?” A clear answer to that question is part of your value proposition as an MSP.
How ISO 27001 turns continuity from documents into discipline
ISO 27001 turns continuity from a one‑off document into a repeatable discipline by embedding availability into your risk management, objectives and controls. Instead of hoping systems stay up, you decide what disruption is acceptable, design controls to stay within those limits and record evidence that you are doing so. This makes your continuity storey more credible to auditors and customers.
ISO 27001 is not a pure business continuity standard, but it provides the governance, risk and control framework that makes continuity real rather than theoretical. It asks you to understand your context, define an information security management system (ISMS), assess risks and operate controls that protect confidentiality, integrity and availability. Availability is where business continuity lives and where your customers feel the impact first.
Instead of treating continuity as a side project, ISO 27001 links it to your risk register, asset inventory, supplier management, incident response, testing and continual improvement cycle. A document called the Statement of Applicability (SoA) summarises which Annex A controls you have adopted and why; Annex A itself is the catalogue of reference controls in the standard. For an MSP, this means continuity becomes a set of policies, processes, records and technical measures you actually run: backup schedules, recovery tests, failover patterns, communication plans and clearly assigned roles.
When customers ask how you would cope with a data centre outage, ransomware in your tooling, loss of key staff or a cloud provider incident, you are answering from a live management system, not a slide deck. External auditors will expect to see this in your SoA, risk register, test records and management review outputs. Platforms such as ISMS.online help you turn that management system into something practical by connecting policies, risks, continuity plans, incidents, tests and improvement actions in one environment, so you move from theory to everyday discipline.
Book a demoHow does ISO 27001 underpin business continuity for MSPs?
ISO 27001 underpins business continuity for MSPs by turning availability into defined, risk‑based objectives, controls and records that can be audited and explained. Instead of vague assurances about uptime, you identify critical services, assess disruption risks, choose appropriate safeguards and record evidence that those safeguards work. This gives you a structured, defensible way to explain continuity decisions to customers and auditors.
At a high level, ISO 27001 requires you to understand your organisation and interested parties, define the scope of your information security management system, assess and treat risks, and measure whether your controls work. For continuity, that means identifying the services whose loss would materially damage you and your customers, then designing and operating controls that keep those services within agreed tolerances. The standard does not prescribe specific downtime limits, but it expects you to set and justify them based on risk and business impact.
The ISO 27001 clauses that support continuity
The ISO 27001 clauses that support continuity in an MSP context are those that connect disruption risks to clear objectives, processes and reviews. They ensure continuity is visible to leadership, backed by resources and subject to internal and external scrutiny, rather than being left solely to engineering teams. This makes continuity harder to ignore when competing priorities arise.
The clauses on context and scope push you to recognise that your information security management system must include the platforms and services customers depend on, not just internal office systems. Clauses on leadership and policy require your leadership team to endorse availability objectives and provide resources to achieve them, rather than treating uptime as something left solely to operations teams.
Planning clauses require risk assessment and risk treatment, which is where you identify business interruption scenarios, evaluate their impact and decide which controls are necessary and proportionate. Operational clauses then ask you to plan, implement and control those continuity‑related processes, including backups, restore procedures, incident handling, communication, supplier oversight and testing. Performance evaluation and improvement clauses ensure you monitor whether continuity objectives are met, review incidents, audit controls and drive changes where you fall short.
For MSPs, this structure is useful because it aligns with how you already think about service delivery. You are used to mapping dependencies, monitoring performance and reporting metrics. ISO 27001 brings that discipline into the governance layer, so continuity is visible to leadership and validated by internal and external audit, not just monitored inside technical teams. Surveillance audits, which are periodic external checks between certification cycles, reinforce this by verifying that your continuity arrangements remain effective over time.
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How do you design an ISO 27001‑aligned continuity strategy for your services and your customers?
You design an ISO 27001‑aligned continuity strategy for your MSP by treating yourself as a critical service provider and building one model that covers your own platforms and the customer environments you manage. You create a single risk assessment, continuity strategy and control set that clearly define responsibilities across internal teams, customers and key suppliers. This unified view helps you avoid gaps between your internal resilience and the commitments you make in contracts and SLAs.
The starting point is to view your managed services as a chain of capabilities rather than isolated tools. Your remote monitoring, ticketing, backup, identity, security monitoring and hosting platforms collectively form the continuity backbone for multiple customers, so a failure in any link can disrupt many businesses at once. An ISO 27001‑aligned strategy requires you to understand how those links fit together, where they depend on third parties and where customer responsibilities begin and end.
Start with an MSP‑focused continuity model
An effective way to begin is to define your own continuity model before extending it into customer estates, so early decisions are grounded in how you really operate. You identify the services that keep your MSP running, understand how they interact and decide which of them are truly critical to your customers’ operations. This keeps continuity work focused on what would hurt most if it failed.
You then list your critical internal services, such as:
- Remote monitoring and management.
- Service desk and ticketing.
- Backup and recovery platforms.
- Identity and access management.
- Security operations and monitoring.
- Core infrastructure such as data centres, cloud platforms and network connectivity.
For each service, you establish what would happen if it failed, how long that failure would be tolerable and what obligations you have to customers in your contracts and service level agreements. This naturally leads into business impact analysis, where you quantify the effect on your own operations and on customers’ businesses, and set priorities for recovery.
Once you have mapped this landscape, you can select ISO 27001 controls that address the identified risks. Organisational controls cover roles, responsibilities, incident management and communication. Technological controls cover backup, redundancy, secure configuration, logging and monitoring. You capture all of this in your information security management system documentation, so there is a clear trace from assets and services through risks to continuity measures that auditors and customers can follow.
Extend your strategy into customer environments
You extend your continuity strategy into customer environments by making shared responsibilities and dependencies explicit, so nobody is surprised during a major incident. For many services, you manage platforms and day‑to‑day operations, while customers decide what must be protected and how much risk they will accept. Those boundaries should be visible both in your management system and in your contracts.
A useful tool here is a shared responsibility matrix for each service or customer type. You clarify which continuity tasks sit with you, such as managing the backup platform or responding to specific incident types, which sit with the customer, such as deciding which datasets must be protected, and which are shared, such as testing restores or approving failover actions. This aligns neatly with ISO 27001’s emphasis on roles, responsibilities and supplier management, and reduces ambiguity during real incidents.
A platform like ISMS.online helps you capture this complexity without losing control. You can link customer‑specific obligations, risks, controls and records within a single information security management system, making it easier to demonstrate to auditors and customers that your continuity strategy does not stop at your firewall. It extends into the way you design services, structure contracts and operate day‑to‑day, so soft commitments such as “best efforts” are replaced by clear, documented expectations with evidence to match.
How should you structure BIA, RTOs and RPOs inside your ISO 27001 ISMS?
You should structure business impact analysis, recovery time objectives and recovery point objectives inside your information security management system as one auditable chain from risk to obligation. You assess what hurts, decide how long you can tolerate it, choose how much data you can lose and align those decisions with contracts, service levels and technical capabilities. This keeps promises realistic and makes your continuity storey easier to explain.
A common failure in MSPs is to treat BIA, RTO and RPO as isolated concepts owned by different stakeholders. Operations teams may focus on BIA, engineers on RTO and RPO, and commercial teams on SLAs. ISO 27001 gives you a way to connect them: each critical service is an asset in your system, each relevant threat is in your risk register and each continuity parameter is recorded against that risk and asset. When someone asks “why is this RTO four hours?”, you can trace it back to impact analysis and risk appetite, rather than guessing in the moment.
Running a practical BIA for MSP services
A practical business impact analysis for an MSP starts by listing your critical services and asking structured questions about what happens if they are unavailable. For each service, you consider how downtime would affect your own teams and how it would affect the customers whose estates you manage. That gives you a consistent way to compare risks across platforms and business lines.
For each service, you consider internal effects such as lost tickets, delayed response and staff idle time, and customer effects such as outages in business systems, reduced protection or non‑compliance with their own obligations. You then assign impact levels across dimensions such as financial, operational, legal and reputational harm.
Once you have assessed impact, you estimate the maximum tolerable downtime for each service. That becomes the anchor for your recovery time objectives. For instance, you might find that losing your backup management platform for more than a few hours creates an unacceptable risk of compound failures if an incident occurs during that window. You might also decide that your security monitoring platform cannot be offline long enough for overnight coverage gaps to appear without creating an unacceptable exposure.
The business impact analysis should be documented and maintained within your information security management system so it can be reviewed, updated and audited. ISO 27001 expects risk‑based decisions to be revisited when contexts change; for an MSP, that might be when you add a major new client, launch a new service or move key platforms to a different cloud region. Treating BIA as a living artefact helps keep continuity decisions aligned with the reality of your services and avoids surprises during certification or surveillance audits.
List the services your MSP provides, group them into logical categories and describe what happens if each is unavailable for different periods. Include internal and customer‑facing impacts so you do not miss hidden dependencies.
Step 2 – Assess impact across key dimensions
For each service and scenario, estimate financial, operational, legal and reputational impact. Use simple scales at first so you can compare services and highlight the ones that matter most.
Step 3 – Set maximum tolerable downtime
Decide how long you and your customers can tolerate disruption for each service before damage becomes unacceptable. Record those values and the reasons behind them inside your ISMS.
Turning BIA outputs into RTO, RPO and SLA commitments
Your recovery time objectives and recovery point objectives are the numeric expressions of your continuity decisions. RTO is how quickly you need to restore service; RPO is how much data loss you can tolerate. The key is to ensure those values are consistent across business impact analysis, technical design and customer‑facing service level agreements, so promises match what your systems and teams can deliver.
A straightforward way to align these values is to create a simple matrix that sits inside your information security management system and informs customer‑facing documents. For each service, you record the BIA impact rating, the internal RTO and RPO and the standard SLA values offered to customers. For higher‑tier services, you may choose more aggressive RTO and RPO in exchange for higher fees, but the rationale remains visible and traceable for auditors and customers.
These example values are illustrative and you should adapt them to your own services, customer expectations and risk appetite:
| Service type | Example RTO | Example RPO |
|---|---|---|
| Backup management | 4 hours | 1 hour |
| Security monitoring / SOC | 1 hour | 15 minutes |
| Ticketing and service desk | 4 hours | 2 hours |
| Hosted application stack | 2 hours | 30 minutes |
These examples show how BIA and continuity requirements drive concrete targets that your engineers can design for and your account teams can explain. Your information security management system becomes the living reference for these parameters, and a platform like ISMS.online can link them to risks, controls, incidents and improvement actions, so they are not just numbers in a spreadsheet but part of your daily operations. Clear RTO and RPO values turn vague promises into measurable obligations your teams can design and test against.
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Which ISO 27001:2022 clauses and controls are critical for MSP continuity and disaster recovery?
The ISO 27001:2022 clauses and controls that are most critical for MSP continuity and disaster recovery are those that link disruption risks to leadership decisions, operational processes, backup, redundancy and ICT readiness. They create a line from management intent to technical safeguards so that continuity is visible at the board table and testable in the data centre. This is exactly what enterprise customers and auditors look for.
The clauses dealing with context, scope and interested parties ensure you recognise that customer obligations and legal requirements influence your continuity design. Planning clauses embed continuity scenarios into your risk treatment plans. Operational clauses require you to plan and control processes that keep services available. Performance and improvement clauses ensure your continuity posture is measured, reviewed and adjusted over time.
The core clauses to anchor your continuity work
The core ISO 27001 clauses for continuity are those on context, leadership, planning, operation, performance evaluation and improvement. They ensure continuity is treated as part of your management system rather than a separate technical topic handled only by engineers. That governance focus is often what distinguishes mature MSPs in the eyes of enterprise customers and auditors.
Context and scope clauses push you to include the MSP services and platforms that customers depend on within the boundary of your information security management system. Leadership clauses require top management to support information security, including availability and continuity, and to integrate these requirements into business processes, resource decisions and objectives.
Planning clauses on risk assessment and treatment drive you to identify business interruption risks, evaluate their impact and decide on appropriate controls. Operational clauses require you to implement controls, procedures and processes that achieve continuity objectives, including incident response, change management and supplier management. Performance evaluation and improvement clauses require monitoring, internal audit, management review and corrective actions. This ensures continuity is part of your continual improvement cycle rather than something you revisit only when a major incident occurs.
These clauses anchor continuity in management rather than technology. They mean that continuity is discussed at leadership level, documented in objectives, reviewed in management meetings and evidenced in audits. For MSPs, that governance layer is what distinguishes a mature continuity posture from a collection of disjointed technical efforts that may fail under stress when a serious outage or security incident hits your shared platforms.
Annex A controls that keep services available
Annex A in the 2022 edition contains a set of measures that directly support business continuity and disaster recovery for MSPs, especially those that deal with operating securely during disruption, ICT readiness, backup and redundancy. These controls shape how your services behave under pressure and define how quickly you can recover when core platforms fail.
A control dealing with information security during disruption requires you to plan how to maintain security when normal operations are affected. For example, you might define how access is managed and monitored in emergency modes or how you handle temporary workarounds without losing control of privileged accounts. A control on ICT readiness for business continuity ensures that information and communication technology services are designed, implemented and maintained with continuity in mind, so monitoring tools, backup platforms and hosted environments can support defined recovery time and recovery point objectives.
Backup controls require you to define backup policies, implement processes to create and protect backups and test restore procedures. For MSPs, this applies both to your own systems and to customer data you manage. Redundancy or resilience controls focus on having additional capacity or alternative components so that failure of a single element does not cause unacceptable downtime; that might include redundant network links, clustering, replicated storage or multi‑region deployments.
Selecting and implementing these controls in your Statement of Applicability, and linking them to the risks and business impact analysis findings in your information security management system, creates a defensible continuity posture. You can show auditors and customers how each control contributes to keeping services running or restoring them within agreed timeframes. A platform such as ISMS.online helps you keep this mapping current and auditable, so you can demonstrate not only that controls exist, but that they are used, tested and improved over time, with test results and corrective actions recorded for later review.
What are the most common MSP continuity gaps and how do you close them efficiently?
The most common continuity gaps in MSPs are mismatches between promises, risks and actual capabilities rather than obscure technical flaws. Typical issues include SLAs that are more optimistic than the underlying infrastructure, backups that are configured but never tested, unclear boundaries with customers and continuity plans written once for an audit and never exercised. These mis‑alignments often only become visible during a major outage, when many customers are affected at once.
Efficiency in closing these gaps comes from treating them as management problems first and technical problems second. ISO 27001 gives you the structure to do that by allowing you to record gaps as risks or non‑conformities, define corrective actions, assign owners and track progress. Instead of reacting to weaknesses only when an incident exposes them, you build a habit of regularly testing, reviewing and improving your continuity arrangements.
Typical weaknesses auditors and customers notice
Auditors and enterprise customers tend to notice a familiar set of weaknesses when they look at MSP continuity arrangements. These issues usually show up quickly during audits, due diligence or large procurement exercises, and they can undermine confidence in your overall resilience if they are not addressed. Recognising them early lets you deal with them on your own terms.
Common patterns include:
- Continuity plans that exist as documents but are not linked to current services, assets or suppliers.
- Business impact analysis, recovery time objectives and recovery point objectives that are missing, inconsistent or not clearly tied to service level agreements.
- Backups that are configured on paper but lack evidence of regular restore testing or verification.
- Vague or missing shared responsibility definitions, leaving it unclear who does what in a major incident.
- Limited evidence of continuity testing, such as tabletop exercises, failover tests or restore drills, and few records of lessons learned.
Taken together, these patterns signal to auditors and customers that continuity may not withstand a real‑world multi‑tenant incident, such as a widespread RMM compromise or a regional cloud outage. For MSPs, these weaknesses often arise because continuity has grown organically as services evolved. New platforms are added and customer obligations increase, but continuity documentation and testing regimes lag behind. ISO 27001 does not remove this pressure, but it gives you a way to catch and correct drift before a serious incident exposes it in front of customers or regulators.
A pragmatic roadmap to fix gaps without stalling delivery
Closing continuity gaps efficiently requires focus and a recognition that you cannot redesign everything at once. You are unlikely to have spare capacity to rebuild continuity for every service simultaneously, especially if you are mid‑way through an ISO 27001 project. A pragmatic roadmap starts with the highest‑impact risks and builds momentum through visible improvements that staff, auditors and customers can see.
Step 1 – Prioritise by risk and customer impact
Start by ranking your continuity risks based on potential impact on customers and your own business. Services with the highest combined internal and external impact should move to the front of the queue. For each, confirm the current recovery time and recovery point objectives, the actual technical capability and the promised service level agreements. Where there are gaps, decide whether to upgrade capability or adjust commitments.
Step 2 – Stabilise backup and restore first
You will often see significant early gains by stabilising backup and restore practices. Confirm which systems and data are in scope, check backup schedules and retention settings, and perform documented restore tests. From an ISO 27001 perspective, this provides immediate tangible evidence against backup and recovery controls and reduces the risk of serious data loss for customers.
Step 3 – Clarify shared responsibilities and communication
Next, focus on shared responsibility models and communication plans. For each major service or customer tier, define who is responsible for backup configuration, restore initiation, failover decisions and public messaging in a serious incident. Capture those responsibilities in your information security management system and, where appropriate, in customer contracts. Design simple communication templates for multi‑customer incidents so that messages are consistent and timely across your customer base.
Clarity in roles, responsibilities and communication often does more for continuity than adding another layer of technology or tooling. A system like ISMS.online can help you capture these changes as linked risks, controls, actions and records, so that auditors and customers see continuity as an active programme rather than a static document. That in turn strengthens trust and makes it easier to secure investment in further improvements to your resilience.
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How does an ISO 27001‑driven continuity programme help you win and keep customers?
An ISO 27001‑driven continuity programme helps you win and keep customers by turning continuity from a vague assurance into a structured, evidence‑backed storey you can use in RFPs, due diligence and renewal conversations. It allows you to answer difficult questions with confidence and to show that your resilience is part of a recognised management system, not just a marketing message. That combination of structure and proof is increasingly important for enterprise and regulated customers.
From a commercial standpoint, larger customers now expect managed service providers to demonstrate structured continuity and resilience. They want to see that you have thought through disruption scenarios, defined recovery time and recovery point objectives based on business impact, implemented appropriate controls and tested them. ISO 27001 certification, backed by a live continuity programme, gives you a way to provide that assurance in a format they recognise and can compare across suppliers.
Using continuity proof to stand out in RFPs and due diligence
Continuity proof helps you stand out in procurement exercises because it shows you can back up your promises with structure and evidence. When large customers run due diligence, they often include extensive sections on resilience, business continuity and disaster recovery, and they expect detailed, coherent answers that match recognised standards instead of generic statements.
With ISO 27001 in place and continuity integrated into your information security management system, you can:
- Provide copies or structured summaries of relevant policies and plans, with sensitive details redacted as needed.
- Map customer questions about continuity to specific clauses and controls, showing that your approach aligns with recognised practice.
- Share high‑level business impact analysis outcomes, recovery time objectives and recovery point objectives for key services, demonstrating how you design for agreed service levels.
- Describe your testing regime and recent exercises, together with lessons learned and improvements implemented in response.
Taken together, these elements demonstrate that continuity is part of your regular management cycle, not an afterthought. This level of detail can be decisive, especially when customers must answer to their own regulators or boards. You position your MSP not just as a technically capable provider, but as a partner that understands governance and risk. ISMS.online can support this by keeping your continuity documents, risks, controls and test records linked, so you can respond quickly and consistently when questions arrive.
Turning continuity into ongoing customer trust
Continuity continues to matter long after the initial sale, because customers will experience incidents during the lifetime of the relationship. Those incidents may occur in their own environments, in your infrastructure or in third‑party clouds, and how you handle them often matters more than whether you prevented every possible failure. Customers remember how you respond when things go wrong.
An ISO 27001‑driven continuity programme gives you a structured way to respond. Incident management processes, escalation paths, communication plans, backup and restore procedures and post‑incident reviews are all documented and tested. When events occur, you can:
- Communicate promptly with clear, consistent information about impact, actions and next steps.
- Execute predefined recovery and failover playbooks rather than improvising under pressure.
- Capture records of actions and decisions for later review, both internally and with customers.
- Feed lessons learned back into your information security management system, adjusting risks, controls, plans and training.
Customers notice this level of professionalism. It reduces anxiety, helps them explain incidents internally and reassures them that you will improve over time. A platform such as ISMS.online can make this visible by linking incidents to risks, controls, tests and corrective actions, so your account managers and leadership can demonstrate ongoing improvement in reviews and renewal discussions. When prospects or customers want to see how you manage continuity in practice, offering a short walk‑through of your ISO 27001‑aligned environment becomes a natural, low‑pressure next step rather than a hard sell.
Book a Demo With ISMS.online Today
ISMS.online helps you turn ISO 27001 from a one‑off project into a living continuity and resilience programme for your MSP and your customers. By replacing scattered documents and spreadsheets with a single environment, you gain a clearer storey about how your services, risks, continuity plans and evidence fit together, and you make it easier to demonstrate that storey to auditors and customers.
See your continuity and ISO 27001 storey in one place
When you bring your information security management system into ISMS.online, you gain a clear line of sight from the services you deliver to customers through the risks you face, the continuity controls you use and the evidence you produce. You can map critical services, record business impact analysis outcomes, define recovery time and recovery point objectives, and link them directly to Annex A controls for backup, redundancy, disruption and supplier management. Annex A is the standard’s reference list of information security controls; seeing your continuity measures mapped to it reassures auditors and customers that you follow recognised practice.
That makes it much easier to show auditors how your continuity strategy fits your risk landscape, and to show customers how your ISO 27001 certification translates into real resilience. Your teams can see their responsibilities, tasks and deadlines in To‑do lists and dashboards, while leadership can view progress across projects and frameworks. When you need to respond to a security questionnaire or an RFP, you are drawing on a maintained information security management system, not a scramble of last‑minute documents.
Make the next audit and RFP round your strongest yet
If you are already on the path to ISO 27001, or you are certified but want more value from the work you have done, now is a good time to see how ISMS.online can help. A focused walkthrough can show how to capture and maintain business continuity plans within the platform, link incidents and tests to improvement actions and present a unified storey about resilience to auditors, boards and customers.
Choosing ISMS.online when you want continuity and ISO 27001 in one environment is a practical next step. You give your teams a clearer way to run your information security management system, make it easier to evidence continuity and resilience and strengthen the storey you tell to customers who rely on you when things go wrong. When you are ready to see that in action, arranging a short session with the ISMS.online team is a straightforward way to explore what a live, auditable ISMS and continuity programme could look like for your MSP.
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