A friendly sales conversation is not what you are buying — the contract is. It is where promises become commitments, and where the gaps and loopholes hide. Before you sign an IT support agreement, work through this checklist so there are no expensive surprises six months in.
1. Scope: what is in, what is out
The most important section. Exactly what is covered by the monthly fee, and what is billed separately? A good provider clearly separates ongoing Support from one-off Implementation projects — vague scope is the number-one source of later disputes.
2. SLAs: response and resolution
Look for specific response *and* resolution targets, broken down by priority. Check what counts as "after hours," the uptime commitment, and what happens if targets are missed. Numbers, not adjectives.
3. Pricing and what triggers extra charges
- Is pricing per user, per device, or tiered — and is it clear?
- What is included vs billed on top (onboarding, projects, after-hours incidents)?
- How and when can the provider change pricing?
- Are there minimum terms or volume commitments?
4. Exclusions and responsibilities
Read what is explicitly *not* covered, and what responsibilities fall on you (e.g. providing access, maintaining certain licences). Surprises here are common — know them upfront.
5. Exit terms
How easy is it to leave? Check notice periods, contract length, early-termination terms, and — crucially — whether your documentation and data are handed back cleanly. A confident provider does not lock you in; reluctance here is a red flag.
Reviewing a proposal and want a second opinion on the terms? Talk to a specialist — and see how to choose a provider for the bigger picture.
Topics
- IT support contract
- SLA driven IT support
- IT support pricing plans
- how to choose IT support provider
