What Managed IT Support Actually Includes – Quotes for IT support can look similar on paper, but what’s actually delivered underneath varies a lot. Here’s what a proper managed IT contract should cover, so you can check it against what you’re paying for.
Helpdesk And Remote Support
For day-to-day queries, such as when a laptop will not start or when you are unable to access your email account, you will need to be able to contact the helpdesk by phone or email. Most managed IT services provide 24/7 helpdesks but respond times will vary between providers. Typical response times are outlined here IT Support Gloucestershire you should challenge your current IT provider to provide you with similar guarantees in writing.
Proactive Monitoring And Patching
All support should include proactive work to detect potential problems before they occur. Monitoring of systems and software and application of security patches and updates on a regular basis is standard practice. You should expect your provider to tell you how frequently patches are applied and to provide evidence (e.g. reports) that they have applied patches as promised.
Backup And Disaster Recovery
Ask how often data will be backed up (a daily backup is typical for a small business) where backups are held and how long a full restore would take from backup if servers crashed or there was loss of laptops etc. Also ask when last a backup was tested with a full restore. See also IT Support Gloucestershire.
Cybersecurity Protections
Technical controls such as firewalls, anti-virus software and email filtering which can help prevent phishing messages from entering your email inbox. Basic cyber security awareness training to help your staff recognise potential scam emails. The cyber security basics for small businesses from the National Cyber Security Centre cover these issues and make a good benchmark to check against your existing supplier’s offering.
Strategic Planning And Budgeting
Good IT support isn’t just reactive; it should also include planning for future upgrades and ensuring that your current hardware and software are up-to-date and cost-effective. Regular reviews (e.g. every quarter or every six months) should outline current provision and highlight future requirements to enable adequate budgeting.
Staff Onboarding And Offboarding
Set up access to email, shared folders and applications for new joiners and withdraw access for leavers. Ensure all systems that have user account detail (e.g. email, shared folders, applications etc) are updated promptly. See Gloucestershire County Council’s website for wider support for businesses across Gloucestershire, including guidance on digital tools and local business resources.
These are key points to check with your current IT supplier and to ensure are covered in full should be a key point to raise at your next review.
