Define exactly what is covered
Start with an equipment and software inventory. List user devices, network equipment, servers and any systems you expect the support team to maintain. Clarify whether CCTV, access control and meeting-room equipment are included or handled separately. Record the location and responsible contact for each site. A contract described simply as “complete IT support” can leave important assumptions unresolved.
Separate response from resolution
A response target describes when someone starts handling the request; it does not necessarily mean the issue will be fixed by that time. Ask how urgent incidents are prioritised, when remote support is used and how an on-site visit is arranged. Write down service hours, escalation contacts and what happens outside the agreed window. Do not assume around-the-clock attendance unless it is explicitly included.
Make preventive work measurable
Agree which routine checks are included and how they will be reported. Useful discussion points include equipment health, updates, available storage, backup responsibilities and recurring fault trends. Where backups are in scope, clarify who checks them and how restore tests are agreed. A visit count alone does not explain what will be inspected or which findings will be followed up.
Check exclusions and the exit process
Ask whether parts, replacements, vendor subscriptions, new installations and project work are charged separately. Clarify who owns administrator accounts and documentation, how remote access is authorised and how access will be removed when the contract ends. Keep a copy of the asset list, support contacts and agreed changes. These details help your business continue operating if people or providers change.
Common questions
Does an AMC include replacement hardware?
Only if the agreement says so. Ask for a clear list of included parts and replacement arrangements, and separate those from labour or support charges.
Can we request support for more than one office?
Yes, this can be discussed as part of the scope. Identify each location, equipment list and access arrangement so the quotation reflects the actual coverage required.
Explore the relevant solutions
Equipment to discuss: Servers & storage, UPS systems.
Documented project context
CCTV, structured cabling and system integration, followed by maintenance support. Redwood Nursery · Kids First Group ↗
This portfolio example shows the recorded project scope; it is not a promise of the same specification, price or outcome for another site.
Sources and editorial approach
Prepared with AI assistance from the company’s supplied service and project materials. These planning guides are general information; confirm equipment and site-specific decisions with the technical team.
