The Most Valuable Features to Look for in a Managed IT Agreement

STOP! Before you sign that IT services contract, look for these incredibly important, high-value features.

In this guide, we'll walk you through the most valuable features that your business should get from its trusted IT provider.

Let's dive in and make your Managed IT services journey a little less overwhelming.

Understanding Managed IT Services

Managed IT services are a game-changer for businesses of all sizes. IT companies like Datalyst provide a range of IT solutions, from network management to cybersecurity, all under one roof.

The beauty of a managed IT services agreement is that, in most cases, the IT provider is going to treat your network as if it is their own. They will handle the maintenance and ensure that all of your technology is working. This means you can focus on what you do best—running your business—while a team of experts takes care of your IT infrastructure. It's a win-win situation.

Start with the Service Level Agreement (SLA)

A Service Level Agreement (SLA) is a critical part of any good IT agreement. It sets the expectations for the level of service you'll receive. It's like a promise from your service provider about what they will deliver.

Here are some key elements you should look for in an SLA:

• Clear definition of services provided
• Response and resolution times
• Backup and disaster recovery plans
• Security protocols
• Communication and reporting procedures
• Definitions and response times for emergency and after-hours support

Remember, a well-defined SLA is your safety net. It ensures you get the service you pay for.

Be sure to negotiate this with your IT provider—some businesses really need the occasional after-hours support, while others will never want to take advantage of it. You may be able to get some wiggle room on the billing if you know you’ll never need anything after 5pm, or you might note that your business needs a problem resolved overnight if it will affect the staff at 9am the next day. 

Proactive IT Support and 24/7 Monitoring

Proactive IT support is the core function of managed IT services. It's all about preventing issues before they disrupt your business. This approach includes regular system checks, updates, and maintenance.

24/7 monitoring ensures that your systems are always under watch. This means that any potential issues can be identified and addressed promptly, even outside of regular business hours. It's like having a guardian angel for your IT infrastructure, ensuring smooth operations round the clock.

Data Backup and Backup Testing: Your Safety Net

Data is the lifeblood of any business. That's why regular backup and backup testing are crucial features of managed IT services. They ensure that your valuable data is safe and can be restored quickly in case of any mishap.

Backup testing is equally important. It's not enough to just have backups; you need to be sure they work. A good managed IT service provider will regularly test your backups to ensure data can be recovered when needed. Here are some key points to consider:

• Frequency of backups: Daily, weekly, or monthly? How much time would you lose if you had to rely on your backup?
• Backup testing: How often is it done?
• Data recovery: How quickly can your data be restored?
• Backup storage: Is it offsite and secure?

Flat-Rate Pricing: Predictability in Your IT Budget

One of the most appealing features of managed IT services is flat-rate pricing. This pricing model makes your overall IT budget more predictable. With flat-rate pricing, you pay a set fee each month for a range of services, regardless of how much support you need.

This model is essentially the opposite of the traditional break-fix model, where you pay for each problem that needs fixing. Flat-rate pricing eliminates the worry of unexpected costs, giving you peace of mind. It's a feature that underscores the value of a managed IT services agreement.

Cybersecurity: A Non-Negotiable Managed IT Service Feature

Today, cybersecurity is a critical part of any managed IT services agreement. If you are under a contract now that doesn’t cover modern-day cybersecurity solutions, it’s time to renegotiate. With cyberthreats becoming more sophisticated, businesses need robust protection to safeguard their data and systems. A good managed IT services provider will offer comprehensive cybersecurity measures as part of their package.

This includes regular security assessments, firewall and antivirus management, and proactive monitoring for potential threats. Any good IT services provider should be pushing you to put more effort into cybersecurity, and decision-makers need to take heed. 

By entrusting your cybersecurity to experts, you can focus on your core business operations, knowing that your IT infrastructure is secure. It's an essential feature that provides peace of mind and protects your business.

Help Desk Support: The Frontline of IT Solutions

Technical support for your end-users is essentially the frontline of any managed IT services agreement. It's the go-to resource for your employees when they encounter IT issues. A dedicated help desk ensures that your team gets immediate assistance, reducing downtime and maintaining productivity.

The best managed IT services providers allow your staff to put in tickets or call in for support as much as they need to (within reason) without incurring additional fees. This means that no matter when an issue arises, there's always someone ready to help. It's a valuable feature that ensures your business operations run smoothly, even when IT hiccups occur.

Don't Get Nickel and Dimed: Transparent Billing Practices

Transparent billing practices are a must-have in a managed IT services agreement. You don't want to be nickel and dimed for every little service. Instead, look for a provider that offers a flat-rate pricing model. This gives you predictability in your IT budget and ensures there are no hidden costs.

A good managed IT services provider will clearly outline what's included in the service agreement. They'll also be upfront about any additional costs that may arise. This level of transparency builds trust and helps you avoid any unpleasant surprises when the bill comes.

Custom IT Solutions: Tailored to Your Business Needs

Every business is unique, and so are its IT needs. That's why it's crucial to find a managed IT services provider that offers custom IT solutions. These are tailored to your specific business requirements and help you achieve your goals more effectively.

A one-size-fits-all approach doesn't work in IT. Your provider should take the time to understand your business, its challenges, and its objectives. They should then use this understanding to design and implement IT solutions that drive your business forward. This level of customization can give you a significant competitive advantage.

When New England Businesses Need Modern, Cost-Effective IT Services, They Choose Datalyst

Choosing the right managed IT services partner is about more than just cost. It's about finding a provider that offers the valuable features you need, understands your business, and can tailor their services to meet your unique needs. Datalyst can be your IT partner that can help drive your business forward. Get started today by giving us a call at (774) 213-9701.