IT Support Packages: Which One Do You Need?

Jonathan C. Furman
Sep 8, 2017 · 3 min read

As businesses continue to depend on technology more and more, there is a resulting need to install multiple systems within an organization. Naturally, with all the PCs and what not running the show, there is always a need for IT support and businesses get this done via IT support contracts.

However, IT support contracts can vary in the way they’re drafted. So, which one works for your organization the best? Well, that’s exactly what we are here to find out. But, before that, let’s take a look at the types of IT support contracts out there.


Break-Fix contracts constitute an IT service level agreement. What that means is if there is ever an issue, the business can be sure that they’ll have IT support at their beck and call. However, there are limitations. For instance, there is no provision for network maintenance, which means there really is no way to prevent future IT issues.

As a result, downtime events do continue to occur and the repeated calls to fix issues leads to more expenditure.

Bank of Hours

This is a slightly better contract compared to the Break-Fix agreement. Here, the agreement spells out a certain number of technician hours. These hours are split between two sets of primary tasks. The first set covers hardware management & monitoring, management & monitoring of network basics such as memory usage, virus definition updates, and network traffic. The key benefit here is that the number of IT issues are lowered, thereby, reducing downtime events.

The second set involves pre-paid on-site repairs. The benefit here is that a pre-paid arrangement costs less than a call-out program.

Of course, the catch is that if you were to exceed the agreed upon hours, you will be charged extra. In fact, it has been reported that most Bank of Hours contracts does experience excess usage of hours. This can cause businesses to exceed the IT services budget.

All Inclusive

In an “All Inclusive” agreement, the IT service provider begins to function as though it were the client’s own IT department. Think of it as being similar to an outsourced IT services provider. These contracts typically include proactive network monitoring, help desk support, on-site support, remote support, and support via phone. The response times are also significantly shorter.

Other than the above-mentioned benefits, you also receive expert consultation and advice on topics such as Disaster Recovery, Business Continuity, and Cloud Solutions.

So, which one?

As you can see, it doesn’t take a rocket scientist to figure out that the “All Inclusive” package is the best IT support contract out there. By investing in such a contract, you gain the ability to reduce your IT budget by setting a monthly fee. Plus, the support is unlimited and the onus of preventing issues falls on the IT support provider’s shoulders.

Problems also get solved faster as the IT support provider cannot afford to waste financial resources since they are being paid on a monthly basis rather than on a problem-to-problem or hourly basis. There is also the added incentive of issues getting solved on a permanent basis.

Jonathan C. Furman

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Jonathan is Founder and CEO of Furman Transformation LLC, a "Growth Agency" catering specifically to the Technology Sector.