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In this SOP video for managed service providers, Karl discusses the importance of having or updating a managed service agreement. He emphasizes that the service agreement is not just about the services provided but primarily defines the relationship between the service provider and the client. It establishes the tone of the partnership and reflects professionalism and branding. The agreement also outlines expectations for both parties. Additionally, having a contract is essential for maintaining accurate tax records, which is becoming increasingly important across various regions. Overall, a well-structured agreement is vital for a successful business relationship.