Name the people and systems
List your users, devices, locations and business-critical applications. Include remote workers, shared computers and specialist software. Ask whether charges follow headcount, devices or another measure, and how changes during the month are handled.
A useful scope names what is supported and what is excluded. “All IT” is too vague to resolve a disagreement when a supplier, application or device falls outside the usual setup.
Separate availability, response and resolution
Support hours describe when someone is available. A response target describes when a request should be acknowledged or worked on. Resolution depends on the problem and may involve another supplier. These are different commitments.
Agree how urgent issues are identified, who can escalate, what happens outside the support window and whether on-site attendance is available. Ask how leave and absence cover are arranged.
Look beyond the ticket queue
Ask about new starters, leavers, routine maintenance, account administration and supplier coordination. For backups, define who checks successful jobs, investigates failures and tests recovery. If these responsibilities are excluded, someone still needs to own them.
Large changes such as an office move, migration or security remediation are often projects. Confirm how they are estimated and approved before work begins.
Make the commercial boundaries explicit
Separate the service fee from hardware, licences, cloud consumption, model usage, travel and specialist work. Check onboarding charges, minimum terms, renewal rules and how the scope can change.
Use the same workload in each comparison. A cheaper proposal may simply leave more work with your own team. The hiring comparison calculator can help you include those retained costs.
Keep ownership and exit clear
Your business should retain control of domains, cloud accounts, software subscriptions, data and key credentials. Agree how access is granted and how records are maintained.
Before signing, ask what documentation you receive, how it stays current and how it would be handed to you or another provider at the end of the relationship.
Keep this checklist.
- Covered users, devices, locations and applications
- Support window, priorities and escalation route
- Routine tasks and named responsibilities
- Extra charges, approval limits and contract terms
- Account ownership, documentation and exit process
General planning guidance. Your service scope, provider terms and business requirements determine what applies.