You've decided to acquire managed IT support services for your company. But do you know if your contract provides you with everything it should? As with any other type of contract, an IT service agreement may contain difficult-to-understand jargon, making it difficult for the layperson to comprehend exactly what he is agreeing to. You may be duped into believing that you are receiving more than you are!
The following items should be included in your managed IT support service agreements to determine if an offer is too good to be true:
- Services offered
Before entering into any type of contract with an MSP (Managed Service Provider), it is essential to determine whether or not they have the necessary expertise to perform the offered services. If the MSP does not offer any services included in your package, this should be made clear. Here are a few services they should offer that can help you determine whether you're getting your money's worth:
- Network administration and network monitoring
- Technology management includes anti-spyware, email, spam, and malware management, desktop/laptop optimization, data backup administration, and documentation.
- Assistance services. Will the MSP be available anytime you require them? What is the anticipated response time? Does your agreement include help desk support, on-site and mobile support, and remote recognition and solution of problems?
- Client-specific account management. How many individuals will be managing your company's network systems? What is the turnover rate of your prospective MSP? Recognizing there is a dedicated team that understands the ins and outs of your business, as well as common IT issues and processes, assists your company to maintain continuity.
- Data backup. What occurs in the event of data loss? Your MSP should have the necessary systems in place to ensure minimal downtime in such a scenario.
- Performance Standards
Does your contract outline your expectations for the health and operation of your systems? The OS and hardware specifications, update levels, spyware and firewall versions, and other details may be among them. You should be aware of what you are receiving and what to anticipate.
- Fee Breakdown
Numerous MSPs include a flat fee in their contracts. This is a poor method. If a managed service provider (MSP) cannot break down their costs and pinpoint exactly how much each service costs, or if they cannot identify any additional fees that may be incurred in addition to the flat-rate fee, you may want to reconsider entering into a contract with them. Examine whether the contract clarifies when payments are due and what occurs if you miss one. The signing of any contract requires complete openness. To obtain the maximum benefit from your MSP, you must have complete faith in them.
- Confidentiality Clauses
When entrusting an MSP with protecting your confidential data and business practices from external threats, the last thing you want is for the MSP to be the source of a data breach. This can be prevented by carefully locating the clause that describes the company's systems for protecting your confidential data and the individuals who have access to it. Furthermore, inquire as to how the MSP safeguards its systems from cyberattacks. What occurs when your contract expires? Do they still abide by the terms of the contract?
- Termination Clauses
You do not want to be locked into a contract for more than a year with an MSP that is ineffective or underperforming. Verify if your contract specifies acceptable grounds for termination and if there is a fee associated with it.
- Exclusions
What does your MSP not include? Whether you are purchasing a customized plan for your business that excludes certain services or the MSP lacks the resources to offer certain services, these should be plainly stated in your contract.
- Disaster Management Plan
What will occur in the event of a data breach or cyber attack? What safeguards does your MSP have in place to prevent you from experiencing significant downtime and losses? If it is not already specified in the contract, request that it be added.
- Flexibility
Suppose your business experiences a significant uptick in the next six months and you decide to grow. Or you have experienced consistent losses and may need to reduce your workforce. In either case, you will need to modify the terms of your agreement and the scope of your coverage. Ensure that you managed IT support services agreement allows you to modify the plan as needed to meet your business's requirements.
A managed IT support services agreement must be carefully architected and assessed because it is a legally binding contract, just like any other agreement. You don't want to pay for services that your business may never use, nor do you want to be underinsured despite paying the full fee!
IT support and managed services to keep your business process streamlined well with high security standards.
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