IT Support Contract

An agreement between you, the client, and Syndrome Newedge, your managed service provider, that details the technical support and the core benefits that await you once our team is deployed.

The Need for an IT Support Contract

While organizations may have their own in-house IT support, most find it more cost effective to outsource this aspect of their business to a managed service provider like Syndome. Businesses looking for a more flexible, cost-effective IT solution often find that they gain not only cost advantages but an increased technical skill set, less internal administration and a greater level of service.

Your in-house IT staff does have the advantage of internal company knowledge and structure but lacks the greater technical knowledge and expertise of an outsourced IT team. As service providers we generally have a wider skill set incomparable to an internal team as we deal with many clients with varying infrastructure on a daily basis, have the budgets for regular IT training and a staff that has passion for all things tech.

What does an IT Support Contract contain?

An IT support contract is an agreement between two parties in which one party will provide IT services in exchange for payment. Contracting IT support means you will be hiring an outside service, like Syndrome Newedge, to ensure the technological aspects of your business continue to run without mishap. Or, if you do encounter technical difficulties, these difficulties will be fixed in a timely manner.

Although specific details will vary from contract to contract, some areas commonly covered in an IT support contract include:

Items covered

This will detail what hardware, software, and services will be maintained.

IT support exclusions

This will set out what technology or scenarios will not be covered by the contract.

Activities covered

This will detail what work needs to be done to maintain your technology. This could include checking security software, testing backup systems, installing software updates, and administering general technical support.

Service level agreement (SLA)

A service level agreement that sets out the aims and objectives in responding to and resolving IT faults or change requests. Each logged IT support request will have a priority assigned to it which our team will aim to respond to and resolve within a set time frame.

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Why Syndrome Newedge for Managed Services?

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Technical knowledge and industry experience

At Syndrome Newedge, we believe that sound technical knowledge, deep industry experience and thought leadership are essential aspects of leading our clients through technology transformation. From IT monitoring and help desk support to security, threat protection and disaster recovery, we apply all our learnings and collective knowledge from working with hundreds of clients to provide the best service to our clients.

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Strategy and innovation

Investing in modernising an organisation’s infrastructure is crucial for you to be able to compete in the digital economy. Our IT services team can help you build and orchestrate a strategy that supports your organisation.

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The big picture

We help you grow, adapt and change your network designs to suit your business needs. We look at areas such as bandwidth and resilience as well as how you intend to use your infrastructure going forward.

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We have your back

From an initial assessment through to design, implementation, managed and optimisation services, we have your back as we modernise your network infrastructure.

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Reduced risks

We provide secure connectivity to you based on a reference architecture that can meet your individual requirements.

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Compliance

Our security and compliance service will help you to design, integrate and transform your infrastructure so you have the right protection to compete in the digital economy.