Top 5 Considerations When Evaluating a Support Contract

Understand the Timings Offered

It’s crucial to have clarity on the support hours stipulated in the contract. A common oversight is underestimating the required support hours. For instance, if you anticipate needing only 10 hours of support monthly but request 30 minutes of proactive monitoring daily, you’ll quickly exhaust your monthly allowance. This could leave you without additional support for the rest of the month. Always ensure the hours align with your actual needs.

Know What’s on Offer

Every support contract varies, with different tiers offering distinct levels of support. Whether it’s standard, premium, or enterprise support, it’s vital to understand what each tier entails. Thoroughly read the contract, ensuring that the chosen tier provides all the services and features you’re seeking. 

Negotiate for More

Remember, contracts are not set in stone. If you feel the standard offering doesn’t align with your needs, don’t hesitate to negotiate. Whether it’s extending support hours or increasing the monthly allowance, always voice your requirements. Tailoring the contract to your specific needs ensures optimal value. 

Err on the Side of Caution

It’s always better to overestimate than underestimate. If you anticipate needing 10 hours of support, consider opting for 15. These additional hours can be invaluable for proactive monitoring, training sessions, or unforeseen issues. Similarly, if your team’s operational hours extend beyond the standard 9-5, negotiate for extended support hours. This proactive approach can mitigate potential challenges down the line. 

Patience Pays Off

Crafting the perfect support contract can be a meticulous process. It might require multiple iterations and discussions to get it just right. But remember, a well-structured contract is the foundation of a seamless support experience. At 345 Technology, we’re with you every step of the way, ensuring that your contract aligns with your business objectives and offers unparalleled value.