Confused by IT support contracts? Here’s what London SMEs should look for—key terms, red flags, and how to avoid lock-in.
IT Support Contracts: What London SMEs Should Know Before Signing
Choosing an IT support provider is a big commitment—and the contract you sign can make all the difference between a smooth partnership and a year of headaches. For London SMEs, understanding the fine print is just as important as picking the right partner.
Amazing Support is a multi-award winning, Microsoft Partner and Cyber Essentials certified provider supporting SMEs across London, Greater London and Manchester. Here’s what we advise every client to look for before signing.
1) Contract length and notice period
- Standard: 12-month terms, with notice only in the last 3 months
- Red flag: auto-renewals without clear reminders, or punitive early exit fees
- Good contracts are transparent and allow for fair review before renewal
2) What’s included (and what’s extra)
- Clarify which services are covered: helpdesk, monitoring, patching, security, on-site visits
- Ask for a full list of “chargeable extras” (e.g., projects, out-of-hours, cloud migrations)
- Don’t assume everything is included—get it in writing
3) SLAs and reporting
- Ensure SLAs are clearly defined (response, resolution, escalation)
- Monthly reporting should be built in, not just “on request”
- Ask to see anonymised SLA stats from similar clients
4) Data protection, security, and liability
- Check who is responsible for backups, security updates, and compliance
- Look for Cyber Essentials or similar standards in the provider’s credentials
- Understand liability limits for data loss or breaches
5) Exit and transition clauses
- Good contracts spell out what happens if you leave (handover, documentation, data access)
- Avoid contracts that “trap” you by withholding admin credentials or documentation
Quick FAQs
Can I negotiate IT support contract terms?
Yes—especially on notice, SLAs, and included services.
What’s the most common contract mistake?
Assuming everything is included, or missing the fine print on exit terms.
How do I compare contracts?
Use a checklist: contract length, notice, SLAs, inclusions, extras, exit terms.
We can review your current or proposed
IT support contract and highlight any risks or red flags—so you sign with confidence.
