IT Management
What Is an IT Maintenance Agreement? Scope and SLAs
IT care agreement is the service contract that determines maintenance and support responsibilities for enterprise information technologies systems. What is an IT maintenance agreement, the question can not only be answered by monthly fee: which creates the basis of the agreement where devices are supported, when intervened and which works require additional fees.
Scope of IT maintenance agreement
Computers, servers, firewalls, network switches and applications used are listed in an inventory. Planned care with user support is defined as separate business pens. Update, performance review, disk capacity tracking and backup tasks control can be parts of this plan.
It does not mean that there is a device in the scope, including the warranty and license services of the manufacturer. Part change, new installation, application version upgrade and project works should also be specified. The third-party software support is also cleared who will manage communication between service providers.
How to read SLA and intervention conditions?
SLA describe the level targets and measurement format of service. Single user’s printer problem with Critical server failure is not the same priority. The first response should be taken apart from the start of review, interfering and solution targets.
Check the conditions for requests, formal holidays and different locations outside working hours. The operator must write in the contract where periods will be assessed if there are external dependency such as failure or manufacturer part supply. The solution in non-measure is not a healthy service goal.
Pre-contracted checklist
- Is the list of supported devices, users and locations updated?
- Is periodic visit frequency and maintenance outputs defined?
- Who is responsible for spare purchase, storage and restore test?
- Remote access is made with personal accounts and registered?
- Are there a quotation and approval process for non- Scope jobs?
- How to transfer password, inventory and technical documents at the end of the contract?
What changes the maintenance agreement price?
It is misleading to compare computer number only. Server roles change the impact workload, which will occur in the event of application dependency, number of branches and systems stand. You may need to start editing on an infrastructure that is very old or not certified.
For example, a three branch business needs with the same number of users with a single office business will not be the same. Regular reporting; If the maintenance is carried out through open risks, repeating demands and proposed investments, the value provided by the agreement may be seen.
Frequently Asked Questions
What is the difference between the maintenance agreement and the support per malfunction?
The maintenance agreement covers regular controls and defined support models. Support per failure focuses on a specific event; preventive maintenance may also not be included unless they are agreed.
Is backup included in the contract automatically?
No. Backup software, storage, storage time and restore tests should be written separately. The responsibility for the protection of data with control liability should not be mixed.
What to do when the contract expire?
Open requests, technical documents and access authorizations are transferred. Service account access is closed or reorganized according to the new provider.
IT care agreement: scope, SLA and quotation process
Compare the offers only coverage instead of comparing it through monthly fee. The number of users and devices should be included in the evaluation of servers, network equipment, locations, support hours and work needs on site.
SLA defines service level expectations. It is not the same concept that completely solves the problem with the first response goal. Priority classes, notification channel, non- scope jobs and service reporting should be clearly indicated in the agreement.
- Prepare inventory and critical applications within the support scope.
- Specify the need for support hours, remote and on-site operation.
- Clear the responsibility of backup and restore tests.
- Separately assess the non- Scope project, hardware and license costs.
IT support and maintenance services You can review the service approach from the page, custom coverage and quotation request for your business You can create. The exact price and SLA are determined by the agreement after the requirements are evaluated.
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For your existing infrastructure and priorities Related Quad Bilişim Service Check out. To clarify the scope Contact us.
Resources & Advanced Reading
Product specifications and license conditions may vary; Check the relevant official documents before application.