Signing an IT support contract can feel like buying a car. Everything looks shiny in the showroom, but the fine print is where the real story hides.
Before you lock yourself in, here are three blunt questions that will save you from nasty surprises later.
1. What happens if you’re not delivering?
This is the most important question.
A one-year contract isn’t ideal, but it’s not forever — it takes months just to figure out if the relationship works. But a 3–5 year contract? That’s an eternity in business time.
A good provider should be confident enough in their service to spell out what “delivering” actually means. That means clear expectations, clear service metrics, and clear consequences if they fall short.
If the only way they keep clients is by locking them in with legal fine print, that’s not confidence. That’s insecurity dressed up as a contract.
2. Can I scale down, or only up?
Most IT companies will happily let you add more employees — and more fees. But what happens when your team shrinks?
Ask directly: “If I go from 50 people down to 40, does my monthly cost go down too?”
If the answer is no, you’ve just uncovered a hidden cost. A contract that only scales one way — up — isn’t flexibility. It’s a one-way ratchet in the provider’s favor.
3. What’s not included in the monthly fee?
Every contract has limits. That’s normal. The key is making sure the limits are clear and upfront — so you know exactly what you’re paying for and what you’re not.
Where businesses get burned is with sneaky exclusions. Things that sound basic, but end up costing extra, like:
- Setting up a new computer or resetting a password.
- Onboarding or offboarding employees.
- On-site visits when remote support isn’t enough.
None of those are outrageous on their own — but if you don’t know they’re excluded, your “flat fee” can balloon fast. The point isn’t to avoid limits altogether, it’s to make sure you understand what the limits are before you sign.
Bottom Line
These three questions cut through the sales pitch and show you the truth about an IT provider’s contract:
- What happens if they don’t deliver?
- Will my bill flex with my business?
- What’s actually included?
If the answers aren’t crystal clear, walk away. Good providers don’t need to trap you with fine print. They’re confident enough in their service to give you flexibility and transparency up front.