IT support covers a variety of requirements and you might not exactly need all the services offered. You should preferably pick a contractor who means that you can tailor the kind of support on your specific needs.
One point you should get clarified especially is the kinds of response you will support requests. Support companies and your expectations will vary widely in this issue.
With the above standard outline, let us delve into your major specifics of THAT support contracts.
Typical Terms of an IT Support Contract:
The contract should be clear regarding the items supported.
Equipment - an IT setup will routinely have servers, PCs, Laptops, Printers and so on. Which specific items will probably receive support?
Age limitations - cautious clauses that put a limit on age the equipment that will be supported?
Software - you will be using many kinds of software for instance server software, desktop OS, functional software like Payroll, system protection software including Anti-Virus, etc. Installing and configuring many of these pieces of software can be quite a daunting task. The software can lock up during operations. Identify which software are going to be supported? What kind of support are going to be provided, e. g., will there be any support for installation and also configuration or upgrades?
Home Users- under adaptable working arrangements, many users might be utilizing company equipment from the homes. Will they be recognized?
The next important issue is the way the support will be furnished. HOW: Typically, support is provided above the telephone first, assessing the the extent from the problem, where possible guiding the person to rectify the problem themselves. If this proves bad, remote support by accessing the clients system from the support company's system might be attempted. To enable such remote support, the support company might use a VPN connection or out of the way desktop support client. If this also attests insufficient, a site visit can be needed. Understand exactly how a support request will probably be handled, and how the service level will likely be escalated to an advanced.
WHEN: Response times can differ with different kinds of problems. Server problems will need to be attended without delay. How much delay is provided within the contract? Desktop problems can afford some delay. Don't insist on expensively quick response times for most of these.
IT support contracts will certainly typically also contain certain obligations on your own part. Some major obligations are listed below. Check that you have made arrangements to meet all such obligations. Designating a specified person because the person responsible for the preliminary fault identification and troubleshooting. This person will function as the main contact person with all the IT support company.
Try not to make system changes without prior consent from the support company. Doing regular housekeeping activities like backups, testing the backups, and so on (check who is liable for these tasks and who accounts for data recovery should the importance arise). Paying bills as agreed inside contracts - there may also be certain exclusions from this scope of support. Pre-existing faults and assistance for functional software like accounting are examples of typical exclusions. Finally, there will typically be described as a clause on how to resolve disputes.
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