A clear IT contract saves many disputes.
Clauses worth checking in an IT support contract: covered devices, coverage and visits, ticket priorities, exclusions, and how service is measured.
A good IT contract states exactly what is covered, when and how. These clauses make expectations clear for both sides.
- Covered devices
- Coverage and visits
- Ticket priority
- Exclusions
Key clauses
- List of covered devices, systems and users.
- Support hours, remote help and on-site visits.
- Ticket priorities and response time per level.
- What is excluded: parts and new projects.
- Regular reports on tickets and status.
Some of our clients
- Deeb Furniture — Website, communications and customer relationship management.
- Aviation Sporting Club — Development and maintenance of the club's systems.
- Brighton British School — Communication and firewall solutions for a school.
- Z Group — A corporate website backed by IT services.
- Roaya Aluminum — Business, inventory and manufacturing systems.
- ONCRETE — Website, networks and systems in one engagement.
- Sycamore Furniture — Manufacturing management at the core of the system.
- BANKA Furniture — From the website to business systems and infrastructure.
Frequently asked questions
Response time vs resolution time?
Response is when work on the ticket starts; resolution is when work resumes. A clear contract separates them.
What do you need to scope the work?
A short description of your need and current setup, who will use it, and any constraints of place or time. Send it in the brief and we come back with the next step.
- A full IT department for your company, without the hiring overhead.
- IT hire or support company? It depends on your size.
- Every incident follows a clear path.
- Start your project brief
- Web Weavers — Websites & digital experiences
- Support Squad — IT solutions
- Swift Dev — Software & custom solutions
- ECCO Connect — Contact centers & customer service
- Creative Sparks — Marketing, identity & content
- Power Pros — Electrical & smart space solutions
- Back Office — ECCO Connect