Agreed scope
We list the assets covered (servers, switches, firewall, users) and write down where our responsibility ends. Anything outside that list is agreed separately.
Managed IT
Network and server support contracts with a written SLA
Small IT problems grow when nobody owns them. A network support contract puts that ownership in writing: which systems we look after, how quickly we respond at each priority level, and when an engineer comes on site. We agree those terms with you before anything is signed.
Tools & technology
support-contract
- Windows Server
- Active Directory
- Ubuntu Server
- MikroTik
- Zabbix
- Veeam Backup
- AnyDesk
- GLPI
6work areas
4deliverables
4steps
What is IT Support Contract?
A network support contract is a monthly written agreement that puts the upkeep of a company's servers, network and users in the hands of one technical team, with the scope and response tiers spelled out. It suits companies that never know who to call when something breaks, lost their IT person, or run updates and backups only when someone remembers. Under a PikoSystem contract, the covered assets are listed, response and resolution targets for each priority level are set in the SLA, security updates are installed in an agreed window, logs, disk space and RAID health are checked, and backup jobs are verified with periodic test restores. Most requests are handled remotely, and on-site visits follow the terms in the agreement. You receive network documentation, a monthly report on work done, and a request procedure for your staff.
When you need IT Support Contract
- We never know who to call when something breaks.
- Our IT person left and the network was never documented.
- Updates and backups happen when someone remembers.
- Ad-hoc repair bills come to a different figure every month.
What IT Support Contract includes
Written response tiers
Requests are ranked by business impact, for example full outage, partial disruption and routine request. Response and resolution targets for each tier are set in the contract.
Scheduled maintenance
Security updates in an agreed maintenance window, review of system logs and Windows Event Viewer, and checks on disk space and RAID health.
Backup verification
We check backup job results and run periodic test restores on a sample, so you know the files can actually come back.
Remote and on-site support
Most requests are handled remotely over a secured connection. The number of on-site visits, or the conditions for one, are written into the agreement.
Monthly report
A summary of tickets, completed work, notable alerts and recommended actions for the month ahead.
What you get from IT Support Contract
- A contract with the scope and response tiers spelled out
- Network documentation covering the asset list, IP addressing and access records
- A monthly report on work done and system health
- A contact sheet and request procedure for your staff
IT Support Contract: a practical guide
Network support contract template: clauses to check
The contract should separate response time from resolution time. Response means work has started and resolution means the service is back, so a contract that only commits to response says nothing about how long an outage lasts. Exclusions need to be explicit too: hardware parts, license purchases and problems with software supported by its own vendor.
Ownership of access is often overlooked. Every password, admin account and document belongs to you and must be handed over in full when the relationship ends. Also check the termination notice period, terms for adding users or a new branch, confidentiality, and who pays travel costs for on-site visits.
Beyond user count: what shapes IT support pricing
Equipment variety changes the workload. A network with switches, firewalls and servers from several brands and generations needs more documentation and upkeep than a uniform one. Systems past vendor support, such as Windows Server 2012 or old routers with no firmware updates, add risk and handling time.
The number and distance of branches, after-hours coverage and your own documentation requirements also count. If the infrastructure needs a cleanup at the start, that is usually scoped as a separate initial project, so the monthly fee reflects a stable environment.
How to choose a network support company
Ask who exactly will work on your systems and who covers when that person is unavailable. Ask to see a sample monthly report and network documentation from another client, with confidential details removed, to judge how deep the work goes.
Ask how credentials are stored. Passwords passed around in Excel files or chat apps are a risk in themselves, and a password manager with logged access is safer. The remote access tool, how it is controlled and where changes to your systems are recorded all show how disciplined the provider is.
The first month of a network maintenance contract
The first month usually goes into taking over the environment. Credentials are gathered and shared passwords changed, devices that were on no list turn up, and the first version of the network documentation is written. Overdue work such as missing updates or incomplete backups comes to light at this stage too.
Expect the issue list to get longer in the first month, because things nobody looked at before are now visible. We prioritize that list with you and track progress in the monthly review.
How IT Support Contract works
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01
Assessment
We review your network, servers and current way of working, on site or remotely, and note the high-risk areas.
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02
Proposal
Scope, response tiers, coverage hours and on-site visits go into a draft contract for you to review.
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03
Onboarding
We take over credentials, build the first set of documentation and switch on basic monitoring.
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04
Ongoing work and review
Monthly work runs as agreed, and in periodic review meetings we go through the report and adjust the scope together.
IT Support Contract: frequently asked questions
How is IT support pricing worked out?
It depends on the number of servers and users, the response tiers, coverage hours and how many on-site visits you need. That is why we do not publish a fixed price. After an initial review we send you a written proposal with a clear figure.
What exactly does the SLA in a support contract define?
The SLA is the part of the contract that sets priority levels, response and resolution targets for each level, and coverage hours. It also defines how requests are logged and who on your side approves work.
Do your engineers come on site?
Yes, when the contract includes it. Some companies want a fixed weekly or monthly visit, others call us in only when needed. Anything that can be done remotely is done remotely, because it saves time.
We have an in-house IT person. Is a contract still useful?
In that case we usually act as second-line support. Servers, firewall, backups and harder problems come to us, while day-to-day user issues stay with your team. The split is written into the contract so nothing falls between the two.
Related searches
- network support contract
- IT support pricing
- network and server maintenance
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- outsourced IT support
- IT support SLA
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Tell us what you need, we'll come back with a plan and a price
A few lines on where things stand and what you want is enough. An engineer calls you back, not a sales rep.
- 01We read your request and call if anything is unclear.
- 02If needed, we do a quick remote review or a site visit.
- 03You get a written proposal with scope, timeline and cost.