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What Items Must Be Covered in a Managed IT Services Agreement?

MSPs might provide fairly similar services, but the way they provide those services and the agreements those services are covered under will differ. So how do you know what should be covered and what shouldn’t be covered? This can be especially hard if it’s your first time shopping around for managed IT services.

You definitely don’t want to miss anything essential because it’s truly up to you to make sure the agreement you’re signing covers all of the bases. A properly prepared managed IT services agreement achieves the following:

  • Each party’s responsibilities are documented.
  • Each party’s best interests are protected.
  • Appropriate expectations are set among all parties.
  • A service level agreement for services provided to the client is outlined.

Essentially, a managed IT services agreement should act as an instrument in which to measure against in terms of performance, health, and client satisfaction.

Must-Cover Items In A Managed IT Services Agreement

What Has To Be Covered

Here are the “non-negotiable” items that MUST be covered:

Services: First and foremost, the services provided to you should be covered. This may include the following:

  • Telecommunications
  • Monitoring
  • Maintenance
  • Data backup and disaster recovery
  • Cybersecurity
  • And more

Terms of Agreement: As a binding contract, the agreement should outline the length of time the overall terms are active, any cancellation policies in place, and what to do in order to renew them. The rights of each party in regards to the terms of the agreement should be outlined.

Support Coverage Standards: This is standard in most contracts. They should outline their helpdesk support team’s responsibility to you in terms of core hours of operation, the level of support, and expected response times to have someone get back to you. They may also outline expected resolution times for various issues.

Performance: 99.999% uptime is great, but if you’re constantly struggling with a lack of performance in terms of workstations lagging, software failing, and so on – it’s not very helpful. There should be an expected performance level outlined for ISPs, operating systems, and other factors.

Fee and/or Payment Breakdown: Every managed IT services agreement should be transparent when it comes to the cost, including payment schedules, monthly costs, and any potential fees that may be incurred and how they will be addressed. If any new pricing arrangements are made, the agreement should be updated.

For more information, click here to get in touch with us or call us at (305) 944-7300.

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Elizabeth Mitrani
Elizabeth Mitrani
17:23 06 Aug 19
Palindrome Consulting was key in establishing my business and helps me keep it running. They are the consummate... professionals, incredibly knowledgeable and are always available to help. They have gone above and beyond to ensure that I was up and running quickly and that any issues that may arise on my end or dealt with immediately. I highly recommend Palindrome Consulting.read more
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Moshe Rubinstein
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Palindrome Consulting is customer centric. For Palindrome Data Safety is paramount; they keep their and our systems... updated with the newest technologies and are not shy at changing to better alternatives. Their platforms are always running and in the odd case there is an event, their technical team has an awesome response time.read more
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We have been using Palindrome since 2005. They make my company feel like we are #1 all the time. Expert staff are... always available to help all my users all around the country.read more
Martin Feldman
Martin Feldman
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As a partner in Fischer & Feldman, P.A. we have utilized Palindrome Consulting as our IT experts for many years. In... addition to keeping our server up and running, they are available to consult on the everchanging cloud and web landscape. We could not function as a successful law firm without their constant care, attention and almost IMMEDIATE RESPONSE TIME.read more
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Rebecca Fischer
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Palindrome has been my IT company for more than 15 years. We have been through four server and computer replacements... over the years all of which went smoothly. As technology has changed Palindrome has kept us current in their recommendations and are extremely responsive when we run into a software or hardware problem. We have been through hurricanes with Palindrome and felt confident they would have us up and running as quickly as possible and despite the fact we are probably a smaller client, they have treated us as one of their most important clients. I highly recommend Palindrome and have complete confidence in their capabilities and service. They have even gone the extra mile when we wanted to donate our old computers to a children's special needs school and delivered the computers, set them up and provided service for the same. Ilan Sredni is the consummate professional and has surrounded himself with top professionals and skilled technicians.read more
Nelson T
Nelson T
20:32 25 Jun 19
Palindrome Consulting has proven itself time and time again to be the epitome of professionalism and technical... expertise. They take the time to listen to your needs and then apply their wealth of technical knowledge to create truly innovative and robust solutions. They truly deliver piece of mind.read more
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