Commercial technology services
IT support with defined responsibilities and coverage.
Give your team a clear path for IT support and ongoing technology management. Devices, delivery responsibilities, support coverage, and response commitments belong in the service agreement.
Define the environment the agreement covers.
We review your devices, systems, current providers, and business priorities before defining a supported service scope. The agreement identifies covered assets, delivery responsibilities, exclusions, and applicable response commitments.
- Remote and onsite support for agreed devices
- Network monitoring and help desk coverage
- Endpoint protection and cybersecurity assessments
- Backup and recovery requirements
- Windows, Mac, and server support
- IT planning, hardware procurement, and deployment
Separate monitoring from human support.
Monitoring observes system events within the agreed plan. Help desk hours, emergency escalation, onsite response, and responsibility for investigating alerts are separate commitments. Review those expectations with the delivery arrangement before selecting coverage.
Make backup and recovery requirements specific.
Identify the data and systems in scope, business recovery priorities, existing backup arrangements, and ownership of restore testing. The service agreement should explain the contracted protection and recovery activities rather than assume that every device or incident is covered.
Questions to work through.
Can you coordinate with an existing IT provider?
Share the current agreements and the responsibilities you want each provider to retain. Account access, escalation, supported devices, and ownership of changes need to be defined together.
What helps scope an IT support agreement?
Device and location counts, current providers, common support issues, critical systems, and business hours are useful starting points. Do not send passwords or confidential credentials through an initial inquiry.