Managed IT · 4 min read
What a good IT support agreement should actually include
A monthly fee is not a service level. Seven things to check before you sign a managed IT agreement.
Managed IT should make technology predictable: one point of contact, one process and a cost you can budget. Whether you get that depends on what the agreement actually says.
Seven things to check
- What is in scope — users, devices, servers, sites and Microsoft 365
- Support hours and how after-hours issues are handled
- Response and resolution targets by priority
- How backups are tested, and how often you see the results
- Patching, endpoint protection and email security responsibilities
- When on-site support is included, and what it costs when it isn’t
- What reporting you receive each month
Ask for evidence, not promises
A good provider will show you ticket reports, patch compliance and restore-test results as a matter of routine. If the only time you hear from your IT partner is when something breaks, the agreement is not doing its job.
The best support agreements are the ones that reduce how often you need support.
Published by Digital Express Technologies.
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