13 steps to get the best out of your IT contract – Part 3

This is part three in this article series, make sure you have read Part 1 and Part 2.

10. T&C’s and E&O’s

Thankfully, this portion of the contract is usually taken care of by the lawyers. These will state the various Terms and Conditions (T&C’s), along with Errors and Omissions (E&O’s) that are developed by your legal department or legal consultants.

Three tips are:

  • Keep the policy bi-directional
  • Familiarise yourself with the dispute resolution process
  • Make sure that you have adequate E&O cover

Terms and Conditions

11. Keep your domain your domain

If you’re going to contract IT support, under no circumstances should you be handing domain control or ownership over to anyone. Your domain name is your online identity and is part of your overall brand. If needs be, allow limited access in order to implement domain fixes and resolve IT problems.

12. Email

Email downtime is an inevitability especially with an in-house email server. Many companies experience issues whether they be caused by human error, hardware issues or obsolete equipment. When it comes to moving IT Support companies, emails going offline due to changes in anti-virus, anti-spam and email security filtering services can sometimes occur. Prepare ahead by implementing a business continuity plan to allow you to access and respond to emails should your main email services go down temporarily. Alternatively your new IT company can set you up and move you over to their recommended email continuity platform before any major email changes are made.

It doesn’t matter whether your email system is hosted internally or hosted externally in the cloud, an email continuity solution can be achieved by migrating key email routing services which will allow you to access your emails remotely during an email incident and keep your business running.

13. Backups

Ensure that you and your IT Support company implement best backup practices. You never know when a system outage will take place. Just like your email server, you will want to make certain that high availability platforms and structures are implemented into your IT environment as well ensuring support for any data recovery or systems failover. So a minimum of a 5 day roll-back of your data and systems is essential.


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