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What should your Managed Services contract provide?

What’s going on and welcome back to another you ask, we tell where we are taking on healthcare ITs’ most asked questions. This week’s question is staying true to the managed services theme and we will answer, “What should my managed services contract provide me with?”

So people always ask “am I getting what I’m paying for and when it comes to a managed IT services contract?”

There’s a saying in the IT business that a great company is only good as its’ People, Process, & Technologies, well here is a list of what a great company provides as part of their Managed Services Agreements (and note this should be for Desktops, Firewalls, switches, servers, and Phone Systems):

People & Processes

  • 24x7x365 Help desk coverage – The most important aspect of any agreement is the people and processes behind the systems. The Help Desk should feel like an extension of your organization. Help Desk personnel should have the processes to ensure quick resolution to all issues and escalation procedures so things are routed to the right people in the most efficient manner.
  • Dedicated Client Success Manager – an assigned account manager that provides guidance, QBR (Quarterly Business Review), and account direction


  • 24x7x365 monitoring and alert management (proactive approach towards support that minimizes, of not negates costly downtime)
  • Anti-Virus which should also include:
    • Anti-Spam protection (keep your email and information safe + protect from malware and security breaches)
    • URL Scanning
    • Attachment Scanning
    • Sandbox Technologies
    • Encryption
    • Archival
    • 24x7x365 Threat Detection & Response
  • Patch Management – fix security vulnerabilities, update fixes and features
  • Backup solution – make sure your data is recoverable in the event of an emergency
  • Security Layer
      • End User Awareness training
      • Dark Web Monitoring
      • Email Phishing
      • Security Assessment
      • Device level encryption

After seeing this list you might also be asking ‘is all of that necessary?’ We think so. Consider that your organization is more likely to suffer a costly downtime event from a malware or phishing attack than it is from a faulty piece of hardware.

What Does All This Do?

Creates a secure network and takes a proactive approach to ensure maximum uptime and productivity. It’s what a great IT company provides as part of their Managed Services program. Take a look at your agreement and compare to see if you are getting what you need (and what you think you’re paying for). And that’s all for this weeks managed IT services tip.

GDS works with Local Hospitals, Covered Entities and Business Associates Across the United States.

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