IT support contract for small company,

edscdk

edscdk

edscdk

Soldato
Joined
17 Jul 2008
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anyone able to link / pm / post a simple support contract that I could (after chopping and changing) give to a company who want phone / other support for their IT?

I know there are a lot of variables, but if I have something to start from I can chop and change it myself.

any suggestions on a reasonable monthly cost per user for remote support? (general IT)

so that's me as a 1 man band giving IT support to a small 1 - 5 user company if its not clear


ta for looking
 
Basher said:
What are you looking to cover? Base costs? SLA's? Daily rate for project work?
Click to expand...

base costs for a few calls a month and the odd "quick visit" sort of thing.. (i find myself dropping in and swapping - for instance a faulty network cable, obviously i don't want to charge them a call out for that currently they get it for free.

no project work, no daily rate small companies nothing takes more than 2 hours to fix

i don't need something tailored to me really, jsut a starting point really
 
Everything costs man, get them to pay a base rate every month so things like the network cable are covered under wear and tear for instance, no point giving things out for free constantly.

However, I am interested in seeing how this goes as it's something i'm interested in :)
 
edscdk said:
base costs for a few calls a month and the odd "quick visit" sort of thing.. (i find myself dropping in and swapping - for instance a faulty network cable, obviously i don't want to charge them a call out for that currently they get it for free.

no project work, no daily rate small companies nothing takes more than 2 hours to fix

i don't need something tailored to me really, jsut a starting point really
Click to expand...

So you just need to draw something up stating how many calls per month are included, how much site visits will cost (I suggest you throw a few in to the base cost but add an uplift for going over that number) and what the SLA will look like (and what happens if you don't achieve it). You also need to consider if it will be a response based, or fix based SLA and think about the risks involved in delivering that (for you).

Will you be supplying the hardware?
 
Basher said:
So you just need to draw something up stating how many calls per month are included, how much site visits will cost (I suggest you throw a few in to the base cost but add an uplift for going over that number) and what the SLA will look like (and what happens if you don't achieve it). You also need to consider if it will be a response based, or fix based SLA and think about the risks involved in delivering that (for you).

Will you be supplying the hardware?
Click to expand...

I will supply hardware,

I will not give them a fixed SLA, if they want that they can spend £100's a month with a large company (and probably get a worse and much slower service)

they currently get for free 24/7 365 day phone support and usually 1 - 4 hours on site response with a same day fix. I also hold everythign except servers in stock
 
Consider the purposes of any contract, it should specify:
  • Costs and payment terms
  • What exactly is covered
  • What is expected of each party
  • What the consequences are of failure to meet the terms of the contract
  • How disputes are resolved

Use these as headings and fill in the banks - you will have the basic outline of a contract :)

To be honest, unless a lawyer draws up the contract for you, it will probably be unenforceable anyhow :(


ps - NEVER, EVER use the term "Best endeavours", always use "Reasonable endeavours" ;)
 
edscdk said:
I will supply hardware,

I will not give them a fixed SLA, if they want that they can spend £100's a month with a large company (and probably get a worse and much slower service)

they currently get for free 24/7 365 day phone support and usually 1 - 4 hours on site response with a same day fix. I also hold everythign except servers in stock
Click to expand...

How do you make any money?

Surely, from their perspective they're going to need some form of SLA to commit to, otherwise it's a bit of a risk ...
 
edscdk said:
I will supply hardware,

I will not give them a fixed SLA, if they want that they can spend £100's a month with a large company (and probably get a worse and much slower service)

they currently get for free 24/7 365 day phone support and usually 1 - 4 hours on site response with a same day fix. I also hold everythign except servers in stock
Click to expand...

A contract for IT service support with no SLA at all? The company must be very small to not be bothered about that.

Hypothetical situation, but what if they report something critical and you just say nah sorry I'm off on holiday for 2 weeks, see you later.

As much as you probably don't want to there needs to be some level of agreement as to the services you will provide, eg a service level agreement :)

It doesn't necessarily have to all be about time scales, as the name suggests it's an agreement as to what services you will provide and how you will go about providing them, what you actually support etc.
 
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