IT support, also called managed IT services, is a service in which an outside firm monitors, maintains and repairs a company's computers, servers, networks and software, usually under a monthly agreement.
What is usually included
- A help desk for employees, by phone, email or remote session
- Monitoring of computers, servers and the network, with updates applied
- Backup management and restore testing
- Account and licence management, including employee onboarding and offboarding
Frequently asked questions
What is the difference between on-demand IT support and managed IT?
On-demand support is billed per call or per hour when something breaks. Managed IT is an ongoing agreement that includes monitoring and preventive maintenance, to stop problems before they happen.
Does a small business need managed IT?
Not always. A business with a few computers can get by with on-demand support, but once downtime hurts sales or customers, an ongoing agreement often pays for itself.
What should I check in an IT support agreement?
Check the hours covered, guaranteed response times, what is included or billed extra, how backups are handled and the cancellation terms.