Schedule Your Diagnostic Consultation

The Perfect IT Support Agreement - What Clients Want

If you want to create a perfect IT support agreement to sell to your small business clients, you need to hone in on the crucial things most customers want.

Always consider the following:

Clear Pricing

All businesses need to budget.

Structure every IT support agreement in such a way that your clients have a realistic idea of what your services will be costing them, both month-to-month and year-to-year.


No client likes hidden costs, but at the same time, emergency support requirements and additional projects often come up that will take you outside of the standard agreement you have in place.

Ensure your clients know from the start the things that may fall outside of the contract and its associated costs. This will ensure that no last-minute surprises sour the relationship.

Operating Hours

Make very clear the hours that you are available to assist with IT problems and include them, in writing, in the support agreement.

Try to make yourself available to the maximum convenience of your clients, but not at the expense of your own sanity!


Be alert to changes at all of your clients’ businesses.

If staffing levels change or the volume of calls increases, don’t be afraid to request a meeting with your contact to discuss the situation and potentially change the details of the IT support agreement.

Most clients will appreciate the fact that you are proactive and alert to their needs.

What do you include in every IT support agreement? Share your experiences in the comments below.

And to follow through on the concepts introduced in this post, especially if you also support SaaS or IaaS, be sure to enroll now in our free 7-day eCourse: Go-to-Market Strategy 101 for B2B SaaS Startups and Scaleups.

New call-to-action



Schedule a Free Consultation