What should be included in managed ICT?
The short answer
A managed ICT agreement should identify the sites and systems covered, who monitors them, how support requests are handled, and what happens when equipment fails. Include support hours, response targets, remote and onsite responsibilities, reporting, documentation, and exclusions. Hardware ownership, replacement coverage, carrier support, and renewal terms should be explicit.
Answered by Jim Mazzarella, CEO & Managing Partner
Define the systems and service boundaries
List the covered gateways, switches, wireless access points, cabling, cameras, access control, and other systems by location. State which are monitored only and which include configuration, updates, troubleshooting, repair, or replacement. Separate the provider’s responsibilities from the customer’s IT team and internet carriers.
Put the operating terms in writing
- Support hours, emergency contact method, and escalation owner
- Response targets by incident priority, with restoration targets stated separately
- Included onsite work, dispatch charges, maintenance windows, and project exclusions
- Asset records, configuration backups, reporting frequency, and customer access
- Hardware ownership, replacement eligibility, renewal, termination, and transition assistance
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