IT support contracts

It’s important you ensure there is a clear, written IT support contract between your business and its IT support supplier. This will ensure both parties understand exactly who is responsible for what and gives you something to hold the supplier to in the event of problems. The IT support contract should also specify charges clearly.

Dell ProSupport provides professional support services that take care of your business’ IT needs around the clock.

What's covered by your IT support contract?

Most computer support contracts include a full list of services, plus hardware and software items which are supported. This might include cloud computing services, PCs and servers, network equipment (like cabling and routers) and anything else - perhaps your website or email systems.

Dell’s Basic Hardware Support offers phone assistance for any hardware-based technical problems 7 days a week, 365 days a year. This can be upgraded to Dell ProSupport at any time.

It should also be clear to what level each item is supported. Generally, your contract will show a response time for each item. This is the maximum time you should wait for help after alerting your support company to a problem.

Deciding what your IT support contract should cover and to what level is a balancing act. If a system failure is likely to bring your business to a halt, you may need to pay for immediate response. But getting everything supported to this level may be prohibitively expensive, so it's often best to skew your contract towards the most important pieces of kit. Dell can advise you on the equipment that your business needs to keep running smoothly and efficiently.

For instance, you might want key pieces of equipment, like your server, to be covered by a one-hour response. However, individual PCs rarely go wrong, so you could support these on a pay-as-you-go basis to save money.

How do you get IT support?

Your IT support contract should explain the process for seeking support. It is common for support companies to use email or an online system. Don't let this put you off – it helps them manage support requests fairly. Just make sure you can contact them by phone too. Dell offers support via email, instant messaging, phone and Twitter so you can choose the option that suits you best.

You'll probably want critical items (like your website) to be supported 24/7. This should be specified in your contract. Be aware that some support companies only log support requests out of hours, waiting until they reopen for business to respond.

All the information about support levels and response times should be in a service level agreement, or SLA. This is an important part of your IT support contract which guarantees you a certain level of service. Be wary if there's no SLA.

IT support costs and timescales

IT support contracts generally run for a fixed period of time. There's usually a minimum term – a year is common – followed by a rolling contract. In any case, your IT support contract should clearly state how you can end it. Pay close attention to any penalty clauses and notice periods and make sure you renew your Dell ProSupport contract before it runs out.

Charges for IT support are often determined by the number of PCs being covered. A typical IT support contract covering 10 PCs and including 10 hours of support could cost £500 per month. Check whether unused time rolls over from month to month, and when it expires.

Some contracts may charge on a pay-as-you-go basis. These are usually good for businesses with minimal IT support requirements. You could pay anything from £70 an hour for help – and more for on-site visits.

Finally, although many support companies will have a standard IT support contract, you may be able to negotiate with some suppliers. It is certainly worth querying any clauses you feel uncomfortable with. Dell can advise you on which support services would work best for your business.

Popular content about IT support

• Download an example IT support contract
• Taking up references for IT support contracts
• IT support directory