IT SUPPORT
CONTRACTS
LONDON
What should your IT support contract actually include? From SLAs and security obligations to exit terms and licence ownership — this guide explains what to look for before you sign.
What every IT support contract
must include
Service Level Agreement (SLA)
Documented response and resolution times — e.g. 15-minute critical response, 4-hour resolution for business-impacting issues.
Scope of Services
Exactly what is included: helpdesk, monitoring, patching, security, on-site visits, Microsoft 365 management, and account management.
Security Obligations
Your provider's responsibilities for patch management, antivirus, email security, and data protection under GDPR.
Pricing & Billing Terms
Fixed per-user monthly fee, billing cycle, price review process, and any conditions for out-of-scope work.
Termination & Notice
Notice period (typically 30–90 days), early exit conditions, and data/access handover obligations on exit.
Data Protection
Data Processing Agreement (DPA) under GDPR — defining how your IT provider handles personal data on your behalf.
6 questions to ask
before signing an IT contract
What response times are guaranteed?
Look for specific SLA tiers — e.g. "P1 critical: 15 minutes, P2 business-impacting: 1 hour". Vague terms like "as soon as possible" are a red flag.
Is on-site support included or extra?
Many contracts charge call-out fees for on-site visits. Ensure the contract specifies whether on-site is included and the expected response time.
What security services are included?
Ask specifically: is antivirus, patch management, email security, and dark web monitoring included? Or are they quoted separately?
What is the notice period and exit process?
Standard is 30–90 days notice. Ensure the contract specifies what happens to your data, systems access, and documentation on exit.
Are Microsoft 365 licences included or separate?
Most contracts bill M365 licences separately to the management fee. Ensure you know who owns the licences — you should, not your IT provider.
What counts as out-of-scope project work?
Day-to-day support should be included. Larger projects (migrations, office moves) are typically quoted separately — make sure the contract defines this clearly.
IT support contract
questions answered
Q.What should an IT support contract include?
A good IT support contract should include: a Service Level Agreement with specific response times, a clear scope of services detailing what is and isn't included, security obligations (patching, antivirus, email security), fixed pricing terms with no hidden extras, a Data Processing Agreement for GDPR, and clear termination and exit terms including data handover obligations.
Q.What is a typical IT support contract length?
Most managed IT support contracts in London are 12 months, with monthly rolling options available at a small premium. Multi-year contracts (24–36 months) are available at a discounted rate. Always ensure there is a performance exit clause — the ability to exit early if the provider fails to meet their SLAs.
Q.Who owns the Microsoft 365 licences in an IT support contract?
You should always own your Microsoft 365 licences — they should be in your company's name. Be cautious of providers who register licences in their own name, as this creates a dependency that makes switching difficult. Coreitech registers all licences in the client's name and provides full admin access.
Q.What happens when an IT support contract ends?
When an IT support contract ends, your provider should: remove their monitoring agents from your devices, return full admin access to all systems (Microsoft 365, firewalls, etc.), provide your IT documentation, and assist with handover to your new provider. If your provider owns your licences in their name, this is a significant complication — avoid this arrangement.
Q.Can I exit an IT support contract early?
Early exit is possible if: the contract has a performance exit clause (allowing exit if SLAs are repeatedly missed), you negotiate an early exit with your provider, or you find grounds for breach of contract. We can review your existing IT contract and advise on exit options — free of charge, with no obligation.