A cheap IT contract is expensive if nobody answers the phone on a Monday morning. Before you sign, get the scope in writing — not a brochure list of tools you will never see.
Questions worth asking
Start with how work actually happens, then check the commercial small print.
- Who picks up the phone? A named engineer who knows your site beats a rotating national queue.
- What is the response time for a downed server versus a printer, and is it a target or a promise?
- What is excluded? After-hours, third-party software, cabling and on-site visits are common extras.
- Who owns admin passwords and how quickly are they handed over if you leave?
- Are backups tested, or does the quote only say “backup included”?
Local cover still matters
Remote support fixes most day-to-day issues. You still want someone who can be in Stockton, Middlesbrough or Durham when a server, firewall or till system needs hands on site.
Compare that with a national desk in our guide to local IT support versus national helpdesks, and with typical IT support costs for North East SMEs.
Garvey's IT quotes managed IT support after a short look at what you already run. Ask us the same questions — we would rather you compare properly than sign in a hurry.
Common questions
Is a monthly IT support contract worth it for a small team?
Usually yes once you have more than a handful of PCs. A retainer covers patching, backups and a named person to call. Pay-as-you-go suits very small teams with rare issues, but the hourly rate is higher when something breaks.
Should IT support include the website and Microsoft 365?
It helps when one team owns the lot. Email, the website and the office network fail together more often than people expect. Ask whether those are in the contract or billed as separate projects.