IT PLANNING FOR SMEs
7 Agreements That Reduce Surprises in IT Services
The same service name can cover different scopes. Put the following seven topics in writing during quotation and contract discussions to make work, costs and responsibilities easier to compare.
1. Which systems are included?
Match the scope to an inventory of users, devices, servers, applications and locations. Specify separately how new devices and users are added and which versions are unsupported.
2. When and how is support available?
Document support hours, public holidays, request channels and remote and on-site working conditions. If “unlimited support” is offered, explain usage limits and exceptions clearly.
3. Which time is being measured?
Distinguish first response, intervention, workaround and permanent resolution. Agree severity levels, the measurement starting point, waiting states, reporting and escalation steps.
4. Which charges can change?
Show setup, licensing, traffic, backup retention, travel, on-site visits and out-of-scope projects separately. Define the unit, approval threshold and price-renewal method for variable charges.
5. Who is responsible for backups and data?
Define copy frequency, retention period and location, daily checks, restoration requests and testing responsibilities. Backup and disaster recovery should not be assumed to be the same service.
6. When is work considered delivered?
Define analysis, the project plan, test scenarios, acceptance criteria, outstanding work and operational handover documents. Approve the price and schedule impact of additional work before implementation.
7. How is the service handed over when it ends?
Explain the data export format, access and documentation handover, licence ownership, notice period, transition support and potential charges at the outset. This checklist does not replace the contract; binding terms are set out in the parties’ agreement.
LET’S PLAN TOGETHER
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Share your current needs and priorities. Let’s clarify the scope, technical requirements and information needed for a quotation together.
