Managed IT Services for Small Business: What to Expect

Most small businesses do not have a full IT department. Someone looks after the network in between other jobs, or a provider is called when something breaks. Managed IT services replace that pattern with ongoing, planned support. Here is what that usually means and how to judge an offer.

What managed IT services usually include

• Monitoring of networks, firewalls, servers and key services, so problems are noticed early
• Support when something stops working, through an agreed way of reporting issues
• Maintenance such as updates, configuration changes and regular health checks
• Security basics such as firewall management and access control
• Documentation of what you have, so it does not live in one person’s head

The exact list varies by provider, which is why the written scope matters more than the headline.

Managed IT versus break-fix

With break-fix support you pay when something goes wrong. With managed IT you pay an agreed amount on an ongoing basis, and the provider works to prevent problems as well as fix them. Break-fix can be cheaper in a quiet year. Managed support makes cost more predictable and tends to catch issues earlier. We compare the two models in Managed IT Support vs In-House IT Team.

How contracts are usually structured

Many providers use an annual maintenance contract, often called an AMC. It sets out which systems are covered, what support is included and for how long. Read the scope closely. What an AMC Covers and What to Ask lists the questions worth raising.

Questions to ask a provider

1. Which systems and sites are covered? Get the list in writing.
2. What is included, and what costs extra? Hardware, licences and project work are often separate.
3. How do I report a problem, and who answers? Understand the process, and be cautious of promises that are not in the agreement.
4. What will I receive regularly? Reports and records of what was checked and changed.
5. How does the contract renew or end? Know the notice period and what you keep.
6. How is security handled? Ask about firewalls, updates, backups and access.

Where to start

Before you compare prices, find out what you actually have. A review of your network, security and cloud setup shows what a support agreement would need to cover. NetworkAE offers a complimentary infrastructure assessment, and provides Managed IT Support & AMC once the scope is agreed with you.