How often should you review a managed service agreement
Review service performance regularly and review the contract before renewal or a major business change. A practical starting point is quarterly service reviews and an annual commercial review, adjusted to your risk and pace of change.
Separate service reviews from contract reviews
A service review asks whether support is working: recurring incidents, response performance, customer feedback and progress on agreed actions.
A contract review asks whether the agreement still fits: supported systems, user counts, security scope, fees, term and notice requirements. You can have a well-performing provider on an agreement that no longer covers your business properly.
Review sooner when something changes
- An acquisition, office move or new trading location.
- A significant increase or reduction in employees.
- A new essential application or sensitive-data workflow.
- A serious incident or repeated service failure.
- A change to the provider's delivery model or key suppliers.
Keep a dated action log with named owners. Reviews that produce slides but no completed actions add little value.
How early should we review before renewal
Work backwards from the contractual notice deadline, allowing time to negotiate or switch suppliers. Do not assume that a renewal reminder will arrive before you are committed to another term.
Next step: record your notice date now and schedule a review with enough time to act on the findings.
Want to discuss your IT support requirements? Talk to the Tech Savvy Solutions team.