Managed IT Support and Maintenance Agreements

A support plan built from your inventory

We begin with the computers, servers, network equipment, applications and locations that need support. The service scope is then agreed around user numbers, critical systems and the role of any existing internal IT team.

This approach is suitable for businesses that need an external IT team or specialist assistance alongside their own staff. Included equipment, responsibilities and exclusions should be clear at the start of the agreement.

What the maintenance scope can include

• User, computer and application support
• Periodic server and workstation maintenance
• Network, Wi-Fi and firewall checks
• Backup monitoring and restore testing
• Security updates and access reviews
• Infrastructure documentation and asset inventory
• System status and improvement reports

Remote support and planned on-site work

Requests that can be handled remotely are assessed through the support process. Installation, physical intervention and site assessment are planned according to the nature of the task and the agreed service model.

Support levels differ according to infrastructure size and operational needs. Service hours, priority definitions, response expectations, site visits and escalation arrangements should be confirmed in the proposal rather than inferred from a package name.

Keep operational risks visible

Regular reporting helps distinguish isolated requests from recurring infrastructure problems. Backup errors, capacity limitations, licence status and planned changes can then be prioritised alongside daily support.

The cost of an agreement depends on the supported users and equipment, locations, required hours and the extent of security and backup management. An assessment allows us to prepare a scope that reflects the work and responsibilities involved.