IT Support and Maintenance

Reliable IT support keeps your business running — from resolving user issues and maintaining hardware to supporting critical business applications.

Whether it’s end-user support, infrastructure maintenance, or ongoing application servicing, these contracts sit at the heart of operational continuity.

We help clients structure clear, responsive, and future-proofed support arrangements — across desktops, servers, networks, apps, and more.

Some areas to be aware of when contracting for managed services:

Specification vs requirements    
See our detailed breakdown on the importance of specification vs requirements. 

Preventative maintenance    
Be precise about what is covered — including supported systems, hours of coverage, response and resolution times, and the boundaries between support, maintenance, and enhancement.

Preventative maintenance - check heading    
Good contracts don’t just respond to problems — they prevent them. Include obligations for monitoring, patching, upgrades, and lifecycle management of supported systems.

Software & hardware obsolescence    
Be clear about what happens when supported items become end-of-life. Consider clauses around vendor support cessation, upgrade paths, and client obligations to keep systems current.

On-site vs remote support    
Set expectations around delivery method — including when on-site presence is required, how remote access is granted, and what resources each party must provide.

Time to restore vs time to respond    
Distinguish between initial response times and actual resolution targets. Ensure SLAs reflect business impact and not just a prompt acknowledgement.