Define the supported environment
Start with a list of people, devices, locations and systems. A service that covers business laptops may not automatically cover personal devices, specialist applications or every office. Record the supported environment and who is responsible for each service. This gives both the business and provider a practical basis for support.
Separate response from resolution
A response target describes when a request is acknowledged or assessed. Resolution depends on the issue, supplier dependencies and what work is required. Ask how priorities are assigned, what happens outside service hours and how a serious issue is escalated. Put those arrangements in the service schedule.
Check what recurring work is included
Updates, account administration, device setup and service reviews can form part of managed IT. Security products, backup services, on-site work and larger projects may be separate. Review licence and hardware costs alongside the provider’s fees so the overall arrangement is understandable.
Plan for changes and handover
Your support needs will change as staff join, offices move and systems are replaced. Agree how changes are approved and charged. Keep ownership and access arrangements clear for domains, business email and critical services. A useful support relationship should also define how information and access are handed over when it ends.
Want to talk it through?
Tell us about your business and we’ll help define a practical next step.
Discuss your requirements