What is and Isn’t Included in Managed IT Services

January 11, 2025

Managing your business’s IT infrastructure can be challenging, especially if you don’t have the in-house expertise to handle evolving technology needs. This is where managed IT services come in, offering an outsourced solution to take care of what you can’t so you can focus on what you do best. But what exactly is and isn’t included in your typical managed IT services contract?

This article explores what is and isn’t typically included in managed IT services contracts. For personalised advice, contact our team at Levit8 today.

What are Managed IT Services?

Managed IT services involve outsourcing the management of your IT systems to a third-party provider, known as a Managed Service Provider (MSP). For a fixed monthly fee, MSPs deliver services like system monitoring, troubleshooting, cybersecurity, and IT strategy, all tailored to meet your business’s needs.

While managed IT services cover a wide range of supports, they’re not all-inclusive. Understanding what is and isn’t included in your service agreement ensures you’re well-prepared and can make informed decisions about additional resources if necessary.

What is Included in Managed IT Services?

While every contract and provider is different, most MSPs offer a standard set of services designed to keep your systems running securely and efficiently. Some key inclusions may be:

 1. IT Helpdesk Support

This is the go-to resource for resolving day-to-day technical issues. Whether you need help troubleshooting a software problem or fixing your connectivity, IT helpdesk support is there to provide fast, effective solutions.

2. Proactive System Maintenance

Proactivity is key when it comes to managed IT services. Instead of waiting for a problem to arise, managed IT providers regularly monitor for potential issues, perform routine updates, and patch things up as required. This helps to reduce downtime and ensure your systems are always performing at their best.

3. Cybersecurity

From firewalls and antivirus software to real-time threat monitoring, managed IT services include strong security measures designed to keep your data safe from cyber threats.

4. Backup and Disaster Recovery

A solid backup plan is essential for business continuity. Managed IT providers back your data up regularly so it can be restored quickly in case of an emergency.

5. User Management

User account management includes setting up new users, managing permissions, and removing access for former employees. This helps to keep your systems secure as well as organised.

6. Compliance Management

If your business is in a regulated industry, staying compliant is crucial. Managed It services help to ensure your systems meet the required standards and are always ready for an audit.

7. Strategic IT Guidance

Good providers don’t just solve problems— they help you plan for the future. This might include scaling your systems, adopting new technologies, or improving efficiency.

What Isn’t Included in Managed IT Services?

While managed IT services cover many aspects of your technology needs, there are some areas that typically fall outside the scope of standard agreements. These usually include:

1. Major IT Projects

Big upgrades or changes to your infrastructure, such as migrating to a new system or setting up an entirely new office network, are usually considered separate projects. These require extra planning and resources, so they’re typically billed separately.

2. Custom Software Development

If your business needs custom-built software, this won’t be part of a standard IT package. While your provider might guide you or recommend developers, creating bespoke software is outside their usual responsibilities.

3. Hardware Procurement and Management

While providers might help you choose and set up hardware like servers or laptops, the actual cost of the equipment isn’t included. However, some may provide rental options, so make sure you check with your provider or potential provider.

4. On-Site Support

Most managed IT service providers use remote support to best solve problems quickly and efficiently rather than taking the time to come to your location. On-site visits aren’t impossible, though they’re typically reserved for more complex issues and are charged as an extra service.

5. Extensive End-User Training

Basic onboarding for new systems might be included, but in-depth training sessions for staff on software useage or cybersecurity practices are often considered additional services.

6. Unforeseen Security Breaches

Cyberattacks can happen, even if you take preventative measures. Many providers will charge extra for the time and effort it takes to restore systems after an attack, especially if you haven’t followed the recommended security practices.

Looking for Managed IT Services Brisbane?

When looking for managed IT services, it’s crucial to understand what is and isn’t included in the package. Clear communication helps to ensure there are no surprises and to identify areas where extra services might be needed.
At Levit8, we understand the importance of clear communication, which is why you’ll always speak to a real person when you contact us. With quick response times and years of experience, we offer you access to a dedicated team without needing to build one of your own in-house. To get started, contact us today.

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SGD Team