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Q12: When you offer an “all-inclusive” support plan, is it TRULY all-inclusive, or are their “gotchas” hidden in the fine print?

Our Answer: Our “all-inclusive” support plan is just that – all inclusive. One of the more popular service plans offered by consulting firms today is an “all-inclusive” or “all-you-can-eat” managed services plan. These are actually a good thing because they’ll save you a lot of money in the long run

HOWEVER, make sure you REALLY understand what is and isn’t included. Some things to consider are:

  • Is phone/e-mail help desk included, or extra?
  • What about network upgrades, moves, or adding/removing users?
  • Is hardware and/or software included?
  • What are the costs/consequences of early cancellation?
  • What if you aren’t happy with their services? Do they offer a money-back guarantee?
  • If the hardware and software is included, what happens if you cancel the contract?
  • Is offsite backups included? To what degree?
  • If you have a major disaster, is restoring your network included or extra?
  • What about onsite support calls? Or support to remote offices?
  • Are home PCs used to access the company’s network after hours included or extra?