What to look for in an MSP contract
An MSP contract should explain what is supported, how the service is delivered, what it costs and how you leave. If those answers are unclear, disputes become more likely when you need help most.
Check the commercial essentials
- Supported users, devices, applications and locations.
- Support hours, on-site cover and out-of-hours charges.
- Response targets, escalation and reporting.
- Licence costs, minimum fees and price-change rules.
- Contract length, automatic renewal and notice deadlines.
- Exit work, documentation transfer and associated fees.
Check data and access responsibilities
Where an MSP acts as your personal-data processor, the arrangement needs appropriate UK GDPR contractual terms. The ICO explains the required controller–processor provisions. ICO guidance on processor contracts.
Also agree practical access arrangements: who owns the tenant, who holds emergency credentials and what happens to supplier access at termination. Have a qualified adviser review material liability, indemnity and data-protection terms.
Does unlimited support mean everything is covered
Usually it means support within a defined scope. Projects, unsupported software, hardware replacement and incidents caused by excluded systems may still cost extra. Ask for concrete examples of included and excluded work.
Next step: request the contract and service schedule together, then test them against a new starter, a major outage and an eventual provider change.
Want to discuss your IT support requirements? Talk to the Tech Savvy Solutions team.