Frequently Asked Questions About Our IT Support Agreements

Without a doubt.
In fact, you’re probably the type of business which will benefit most from an IT support agreement. Why? Because you’ll waste less time banging your head against a computer screen and more time working on what really matters.
At Get Support, we’ve spent decades building a team of computer wizards who can answer practically any question or resolve practically any issue – very often over the phone or a remote connection. The upshot? You don’t have to lift a finger – just get in touch, tell us there’s a problem, and we’ll do the rest.
Isn’t that refreshing?

We completely understand that IT can be a highly technical field. From SSDs to PCI slots, cloud-based servers to HTTPS connections – it can certainly be a little overwhelming.
But not with Get Support.
We’ve built our business on the promise that everything we do is based on a plain English approach. So, if you’re ever left scratching your head about exactly what an IT issue is, we’ll take the time to explain it as clearly as possible. This helps you learn how to avoid the issue in the future and hey – everyone’s a winner!

All our IT support agreements are designed to operate like your own in-house IT department (without all the fuss).
That means we’ll respond to, investigate, and solve IT problems wherever we can, either over the phone, remotely, or – if the task calls for it and it’s part of your agreement – in person.
As with any IT department, we don’t directly cover the cost of any additional hardware you might require, but we do offer expert advice on which hardware to buy and how to maximise its lifespan.
This is all part and parcel of our unique IT Director service, which is included with all our agreements. (You can learn more about IT Director right here).

Absolutely not.
As part of your IT agreement, we’ll discuss all of the costs which may be required and agree them with you up front. These costs cover things like additional hardware, new services, and so on, and they’ll always be something we discuss openly with you so you’re totally aware.
When it comes to day-to-day support, you’ll never see any unexpected bills – and that’s a promise.
All of this means no unexpected bills for you, and a sigh of relief for your finance team.

Our IT support agreements are structured in a way which scales with your business.
This means that, if your company grows, we’ll adjust your agreement pricing to reflect that. However, if staff turnover means that your employee numbers remain stable, setting up a new user on an existing workstation is all covered by your IT support agreement.

We understand that nothing is more important than your company’s security.
That’s why our IT support agreements are designed to be keep your critical data safe in the event of a data breach or other form of disaster.
The level of data backup and protection you implement is totally up to you, and it’s something we’ll discuss as part of our onboarding process, during which we’ll review your current setup and advise on any opportunities for improvements.
There’s always a balance to be struck with backups, of course, (you wouldn’t have an entire office sitting and waiting just in case, would you?) – and we’ll help you find it.
We’ll explain all of the potential risks, figure out what your acceptable downtime looks like, and assess the lookback period you need for data recovery – all balanced in the flat rate pricing.

All our minimum response times will be detailed in your support agreement and we’ll establish Support Level Agreements (SLAs) based on the severity of the issue.
For example, for a showstopping, business-critical IT issue, we’ll always aim to respond within 30 minutes. For a low-priority issue, like a slow-running computer, we’ll aim to respond within 2 hours.
Of course, even with our SLAs in place, we always like to beat our personal best response time. There’s nothing like a bit of healthy competition with yourself.

It’s totally understandable that you might see a switch to a new IT support company as potentially daunting, but we can assure you it’s simple.
Of course, we would say that, wouldn’t we?
So, to assuage any potential concerns you might have, feel free to check out our article covering 7 reasons switching IT provider isn’t as scary as you might think.