A good IT support contract makes clear what is covered, how fast the provider responds, what costs extra, who owns your data and accounts, and how you leave if it is not working. Vague scope and long lock-ins are the warning signs.
Scope – what is covered
- Which users, devices, servers and locations
- On-site as well as remote?
- Is the helpdesk unlimited, or capped?
- What is explicitly excluded (projects, hardware, third-party apps)?
Response and resolution times
- Response time by priority – a down server should not sit in the same queue as a password reset
- After-hours and emergency cover
- The difference between response time (someone starts) and resolution time (it is fixed)
Security and standards included
- MFA, endpoint protection, email filtering, patching – standard or extra?
- Backup configuration and how often restores are tested
- Documentation you can access
Ownership and exit
- You own your Microsoft 365 tenant, domain, licences and documentation
- Data and configuration handed back on exit, in a usable form
- Notice period – 30 days is reasonable, 12 months is a red flag
- No penalty for leaving beyond the notice period
Pricing clarity
Per-user or per-device, what triggers an extra charge, and how price changes are handled. See how managed IT is priced.
IT buyer’s guides
- What is a managed service provider?
- How much do managed IT services cost?
- Break/fix vs managed IT services
- What to look for in an IT support contract
- In-house vs outsourced vs co-managed IT
- How to switch IT providers
- Signs your IT provider is failing you
Thinking about managed IT in Edmonton? Call +1 (587) 400-9991 (also on WhatsApp) or request a quote. We start with a short review at no cost.
Frequently asked questions
What is an SLA?
A Service Level Agreement – the part of the contract that commits the provider to specific response times and, sometimes, resolution times or uptime targets, by priority level.
Should an IT contract have a long lock-in?
No. A month-to-month or annual term with a 30-day notice period is normal. A multi-year lock-in with penalties suggests the provider is not confident you would stay by choice.
Who owns our Microsoft 365 and domain?
You should – always. If a provider registers these in their own name, that is a serious problem and a reason not to sign.
How does Scandifix contract?
Clear scope, response times by priority, security included as standard, your accounts in your name, and a 30-day notice period. We will walk through it before you sign.