From small startups to large corporations, the need for reliable IT support is undeniable. However, finding the right IT support contract for your business can be a daunting task, with numerous providers offering a range of services. In this blog post, we'll delve into the intricacies of IT support contracts, shedding light on what businesses should look for when finding the right IT support contract for their business.

Simply put, a contract is there to protect both parties. A contract ensures that both parties uphold their end of the agreement and should there be any discrepancies or a disagreement about services rendered further down the line, the contractual agreement creates a promise that certain rights and obligations will be fulfilled by each party.

The contract should also include detailed information on:

1. Provision of Services and Goods
2. Fees
3. Confidentiality
4. Data Protection
5. Intellectual Property Rights
6. Health and Safety
7. Communicating with You
8. Termination

One of the most important parts of an IT support contract, is to make sure you and the IT provider are completely clear about the services they will be providing. It is beneficial in having an understanding of what type of support you require, and if the IT provider can support this.  A simple question to ask yourself is:

‘What level of support does my business need’?

One way to gain an understanding of your current IT support is to obtain a report from your current incumbent which details the time spent on support. This then gives you an overview of your usage, and will guide you on what type of support you should be looking for. Essentially, you’ll be able to compare apples with apples.

There are several options available for IT support. In our blog ‘Elevate your business with expert IT Support’ we delved into the most common types of support. As we mentioned above, take into consideration that some IT providers might not include certain types of support, or offer to accommodate your needs.

Check how proactive the IT provider is with its IT estates, and how they support their end-users. How often is Microsoft 365 monitored and maintained? Will this have a knock-on effect on your business?

With a Managed Service Contract, check to see what is included and what the average costs are.

Use your report from your current incumbent to cross-check each item to see if you are getting a similar or better service and the costs involved. Are you getting value for money or not?  

A Fixed Cost Contract can seem like a good idea for smaller entities. However, this can lead to huge financial implications should there be a problem that requires more IT support than has been allocated and paid for.

Once you go over your allotted support hours, the cost for support goes up, and prices for additional support can vary from provider to provider. If you wish to go down the fixed cost route, be sure to check the additional fees that will be applied should you exceed your contracted hours of support.

Something to consider before taking the leap into new territory is would your potential new IT provider be open to a short-term contract before you fully commit to their services? This then allows you to gain a better understanding of their services, which may put you and your board of directors at ease.

Gather is a Managed Service Provider (MSP) who proudly offers a range of services and solutions to our customers. We pride ourselves on being different from everyone else by putting you, the customer, first.

From IT Support to bespoke Software solutions, we are here to support your business needs, every step of the way.

Our IT experts are specialists in a range of industries from Law and Accountancy firms to Recruitment and Healthcare. Our Case Studies give a great overview of the array of services we provide for our clients.