Ideally, [network maintenance contracts] should be compatible with the technology or business objectives of the contract. Misthewriting can have a negative impact on agreement pricing, service quality, and customer experience. – (Click to Tweet) The more competent the provider, the more it should be able to support technologies. You don`t want a management service provider that has a limited knowledge base and only offers solutions that force your business to support these limited technologies. A service contract is established when a service provider and a customer (or customer) exchange services for compensation. It can exist in a verbal format (such as when a client goes to a hair salon to get a haircut) or in a written format (such as a contract a freelance author might have with a site owner). This is the case where the coverage provided for in the network maintenance contract is identical to that contained in the eligible services of the equipment. In other words, the OEM sells coverage already included in the purchase price of the equipment, thus calculating the same service twice. Depending on the service you outsource, as it is standardized, how specialized, the answer you want to hear varies. Typically for standardized services (like „Backup as a Service“), which don`t make up a large portion of your IT operating budget, you`re looking for vendors that have done so for a large number of customers and therefore won`t make it into the top 10. It`s wise to make sure your agreement contains meetings and tips that allow you to predict your company`s needs in a good understanding. The specialization case is valid if the service is narrow enough, such as your main business application/platform, which requires expertise and focus. Normally, suppliers will specialize in a technology stack, so if you throw everything into a single tender, you`ll likely only get large suppliers for which you`ll never be in the top 10 described above.
It`s important to know if the service you`re receiving is provided by a dedicated, hybrid, or shared team. The joint team is best suited for simple or small services. For most large organizations, it is best to create a hybrid team with a core team solely dedicated to you, complemented by specific SMBs that provide the additional skills and are present to support the core team. Customers should use service contracts when using a service provider to perform a remunerated task in order to define the exact details of the agreement, including remuneration, obligations and confidentiality, if necessary. The question I am often asked during RFP processes is: „If we signed this agreement, how big (in terms of turnover) would a customer be for you?“ . . .