What should be included in managed IT services?

"Managed IT" can mean very different things from one provider to the next. Some agreements cover nearly everything; others cover little beyond remote help desk support. When comparing proposals, it helps to know what to look for.

Core services you should expect

• Help desk support: how your team requests help, during which hours, and whether remote and on-site support are both included.
• Monitoring: health monitoring and alerting for computers, servers, and network equipment.
• Patch management: operating system and third-party application updates, applied on a schedule.
• Endpoint protection: antivirus or endpoint detection and response on every device, with someone watching the alerts.
• Microsoft 365 administration: users, licenses, mailboxes, and security settings.
• Onboarding and offboarding: setting up new employees and removing access for departing ones.
• Backup monitoring: confirming backups run, and testing restores.
• Documentation: an up-to-date record of your systems, accounts, and vendors that belongs to your business.
• Planning: periodic reviews and recommendations for upcoming replacements and improvements.

Things often handled separately

Most agreements quote certain work separately. Make sure you know how a provider handles:

• Hardware and software purchases.
• Large projects such as migrations, office moves, or network replacements.
• After-hours or emergency work.
• Support for personal devices or home networks.
• Third-party software support.

Questions to ask before signing

• Who will actually work on our systems, and will we talk to the same person each time?
• How do we request support, and how are requests tracked?
• What exactly is covered by the monthly fee, and how is out-of-scope work quoted?
• How are users, devices, and new hires counted?
• Do we own the documentation and administrator credentials if we leave?
• What happens during onboarding, and how long does it take?
• How are security incidents handled?

Watch for vague language

Phrases like "unlimited support" or "full coverage" mean little without specifics. A good proposal explains what's included, what isn't, and how changes are handled. You should finish reading it knowing exactly what you'll receive and what it will cost.

Zach Albano

Founder of Albano Tech, providing managed IT, Microsoft 365, and cybersecurity services to businesses in Delaware, Maryland, and the Philadelphia region. More about Zach.