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Should your IT managed services plan include support?

Keyboard with Support Key

Should your IT managed services plan include support?

For some businesses, an all-inclusive monthly support fee seems like a great option when engaging an IT services vendor.

While in principal we don’t disagree with the model, how does a business leader understand what they’re getting? 


What do you do when “the trip doesn’t match the brochure”? 


Managed IT services contracts generally follow a rigid set of one-size fits all services and support terms. While most issues are covered, many customers find themselves with unexpected monthly bills for issues that don’t fall within agreed to parameters.


So what can you do if you want a predictable billing model? What if that’s the only option the vendor is offering? Here are a few things to do…

1) Review the “fine print”. Discuss service exclusions, data retention fees, technology refreshes, and network updates. These “edge cases” (which many are led to believe will never happen) are in fact where IT vendors can profit the most.  


2) Ask about what’s not included. It’s not just about Service Level Agreements (SLA’s) and response times. Exclusions should also be clearly documented and easily explained. Most IT providers won’t cover things like printers, phones and 3rd party apps. But what if those are critical to your business?


3) Talk with your team.  Understand all your company’s specific technology needs. A more technically savvy staff with modern equipment could require less support, but things like remote access, collaboration tools, cybersecurity, and support for third-party apps should be considered.  


4) Don’t get locked in.  Critical is a solution where you aren’t locked into a single provider and can move business apps and data without a massive lift and shift operation. This is key to the client-vendor relationship and ensures transparent billing and the best service possible.


5) Check the MSP’s reviews! And not just two or three referrals…It’s 2022 and every service business on the planet is being reviewed by satisfied and not-so-satisfied clients. OWG has over 100 five-star reviews

It’s important to note that as systems have advanced, some service providers can now match all-inclusive offerings with specific, individualized client needs. 


However, this is more difficult than it sounds and requires a mature MSP with an empathetic approach, and an ability to problem solve. It also requires buy-in from both sides, and a true desire to for that trusted partner relationship. 


Success today stems directly from an organization’s flexibility and its ability to adapt. A trusted IT services partner/MSP is a must-have, and critical for any organization looking to build or even remain competitive. Take your time, chose your partner carefully, and reach out with any questions or concerns. We’re happy to be a resource!

Drop your name and email below to learn more, or tag our calendar and let’s have a conversation.

Mathew Mendel