It doesn’t matter if you’re outsourcing just technical support, hiring an expert, or outsourcing your entire IT department, it is important that you get an IT service contract. This will help you to settle on IT Services Utah for your needs. 

In this article, we’ll take a closer look at some of the crucial things that you need to consider while drafting your service licensing agreement.

1. An extensive list of all the support and services you would need 

To put it simply, your SLA should have a complete list of all your requirements. From what kind of services you will need to what software and hardware you require, and what other responsibilities should the IT service company has to taken on.

Say for example, you are signing a contract for tier-1 IT support with a consultant, it will likely include basic services such as hardware replacement for end-users, phone and web support, help desk management, along with ticketing, and a wide variety of other similar services.

Take effort to ensure that all the services are listed out and agreed upon during the negotiation phase itself and ensure that there isn’t any unnecessary services that are included and charged for.

2. Clearly define roles and limitations

IT SLAs will generally have a section in which the limitations and exclusions are defined clearly. This section would generally deal with the limitation of their responsibility in certain potential situations and circumstances that are certainly out of everyone’s control.

This will include parameters such as water and fire damage, natural disasters, serious employee error or sabotage, unapproved modifications to IT hardware, internal data theft, and other similar odd case scenarios.

3. Mutually agreed upon response and resolution times

Both the parties should ensure that your IT services contract clearly outlines both the response and resolution times as part of it. This is highly important if you’re hiring an IT Managed Services Provider (MSP) in order to completely replace your existing internal IT team.

Response time is something that is defined as the time that is taken by a support provider to acknowledge and start the investigation on an issue that you have raised in the first place. Resolution time is the time that it takes to resolve that issue and get it fixed.

Most of the times, response time is clearly-explained in an SLA. However, resolution times are a bit more difficult to predict as they might change on a case by case basis. Different hardware and software issues will take different approaches and time. It is best to list them out and agree upon accepted standards before you begin in the first place.


I hope this article was useful for you to learn more about the importance of having a managed IT support team and how you can use it for the growth of your business. There are so many possibilities that are unlocked with the help of this. Make the most out of it. If you have any doubts with regards to this, let us know through the comments and we will be glad to help you out. If you have any suggestions regarding how we can improve the article, let us know them through the comments as well for us to improve.

Do you have any other reservations against getting your business a managed IT support team? Are you facing any problem with your existing IT support team? If you already have an IT support department, what is your experience with them? What do you think of their importance in business processes and workflows?  Let us know through the comments.