A managed IT proposal tends to describe the service in general terms. These questions turn the generalities into commitments you can hold someone to.
What exactly is in scope?
Ask for a list of what is managed, monitored and supported, and a list of what is excluded. Ask how out-of-scope work is quoted and approved.
Who does the work?
Ask who answers the service desk, who handles faults beyond it, and who has admin access to your environment. You should know how escalation works and how senior the people at the end of it are.
What are the response times?
Get response and resolution targets by priority, in writing, with the hours they apply to. Ask what happens when a target is missed.
What security is included?
Ask which security controls are part of the service: multi-factor authentication, endpoint protection, patching, email security and alert monitoring. Ask who responds to an alert at night.
How are backups handled?
Ask what is backed up, where, how often, and how often restores are tested. Ask to see the result of the last test.
What will you report to us?
A monthly report should cover tickets, patching, backups, security and recommendations. Ask for a sample.
Who owns the documentation and accounts?
Your admin accounts, licences, domain names and documentation should be yours. Confirm it in the agreement.
What does onboarding involve?
Ask what happens in the first month, what it costs and what you will have at the end of it.
What is the term and how do we leave?
Check the length, the notice period and the handover obligations. A provider confident in its service makes leaving straightforward.
What would you change first?
The answer shows whether they have looked at your environment or are quoting from a template.
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