IT Support & Managed Services
IT Support Contracts & SLA
A support contract turns IT spend from unpredictable call-outs into a fixed monthly figure. It covers unlimited remote support during business hours, guaranteed response times, preventive maintenance, 24/7 monitoring of critical systems, backup verification, licence management and periodic reporting to management.
Who it is for
- Businesses with no internal IT department
- Companies currently paying for unplanned call-outs
- Sites heavily dependent on ERP, email and the network
- Boards that want predictable cost and written reporting
When we are NOT the right choice
- If hourly charging for isolated jobs is what is wanted
- If the infrastructure cannot be documented and inventoried
- If we are not permitted to fix what generates the incidents
PROCESS
The process
Indicative times from signature of the proposal, subject to hardware availability. Every project is shaped to the size and the needs of the client.
01Survey and infrastructure inventory
We record workstations, servers, network equipment, licences, providers and backups, and deliver a report ordered by severity.Time: 2-5 working daysDeliverable: Findings report with prioritised risks
02SLA definition
We agree what counts as a critical incident, which response times apply, and which communication channels are used.Time: With the quotationDeliverable: Agreed response times by severity
03Onboarding
We deploy remote support and monitoring tooling, document credentials and contracts, and build the equipment and licence register.Time: 5-10 working daysDeliverable: Support tooling, monitoring and registers
04Preventive operation
We monitor critical systems 24/7 and act before the phone rings. Security updates and backup verification run to a schedule.Time: OngoingDeliverable: Alerts before a failure surfaces
05Periodic review
At a scheduled review we look at what went wrong, what it cost and what needs upgrading, based on recorded incidents.Time: Per reporting periodDeliverable: Incident, response time and recommendation report
| What is included | What is not included |
|---|---|
| Unlimited remote support during business hours | Hardware and software licence costs |
| Scheduled visits or priority for on-site attendance | Projects outside the contract, charged at preferential rates |
| Preventive maintenance and security updates | Third party application support provided by their vendor |
| 24/7 monitoring of critical systems with alerting | Work on infrastructure we are not permitted to control |
| Backup verification | |
| Licence management, equipment register and periodic reporting |
Technology and equipment
- Microsoft 365
- Bitdefender
- MikroTik RouterOS
- Synology
- Veeam
- Proxmox
From practice
The usual trigger for a support contract is not a failure. It is the moment management cannot answer three simple questions: what IT cost this year, who has access to what, and whether the backups actually restore.
The findings report from the first inventory answers all three before anything is signed. If it turns out you do not need a contract, we say so.
Prerequisites
- A completed initial infrastructure inventory
- Deployment of the remote support tooling
- Access to system and provider management credentials
- A single point of contact on your side
Cost
Charged monthly based on the number of users and devices and the SLA level, not by the hour. The purpose of the model is to make IT cost predictable. Projects outside the contract are quoted separately at preferential rates.
We do not publish a price list. Every proposal follows a site survey and separates hardware from labour.
What moves the cost
- Number of users and devices
- SLA level and response times
- Number of sites and on-site requirements
- Count and criticality of monitored systems
Frequently asked questions
What does a guaranteed response time mean?
Why monthly rather than hourly?
What happens if a large project is needed?
Can you take over undocumented infrastructure?
NEXT STEP
Request a free IT infrastructure audit
We document what you have, deliver a prioritised findings report, and propose a contract with a clearly defined SLA.
GET IN TOUCH
Tell us what you need
Four fields. An engineer replies, not a sales desk.