A comprehensive checklist of what a managed IT services contract in Mexico should include: scope, SLA, response times, exclusions, and renewal.
Many IT support contracts are signed quickly—driven by operational urgency—and are read thoroughly for the first time on the day of a crisis or renewal, when it’s already too late to negotiate. Here is a list of what a managed IT contract should include—in Mexico or anywhere else—so that both parties know exactly what they’ve agreed to.
The first point—and the one that’s most often vague—is what’s included and what isn’t. A solid contract specifies: remote and on-site support, preventive and corrective maintenance, network management and structured cabling, server and system administration, software and hardware support, response to critical incidents, and—crucially—whether support is unlimited or billed by the hour beyond a certain threshold.
SLA s represent the provider’s commitment to response time and quality. It must specify, at a minimum: initial response time, estimated resolution time based on severity (a downed server is not the same as a printer out of toner), coverage hours (business hours vs. 24/7—and what happens outside those hours), and the escalation protocol if the problem is not resolved within the committed timeframe.
What isn't measured isn't achieved. Look for specific metrics: guaranteed uptime (expressed as a percentage, e.g., 99.9%), resolution times measured from the time of the report to customer confirmation, and regular performance reports—not just invoices.
The contract is a two-way agreement. From the client's perspective, it typically includes: providing timely access to systems and equipment, notifying the provider of infrastructure changes, and maintaining up-to-date backups when the responsibility for backups does not lie with the provider.
Monthly or annual cost, fee for out-of-scope work, payment method and due date, and—the aspect that tends to cause the most surprises the following year—terms for renewal and rate adjustments. Is the contract automatically renewed? What is the notice period required for either party to terminate the contract?
Clauses that protect the sensitive information to which the provider has access, in accordance with applicable data protection regulations (LFPDPPP in Mexico, and GDPR if the provider operates in Europe).
Contract term, renewal conditions, and—the point that almost no provider mentions on its own—what happens to your data and access if you decide to switch providers. A good contract includes a clause for an orderly transition, not just an exit clause.
What the provider guarantees, limits of liability, and what is excluded from coverage (natural disasters, misuse of the equipment by the end user, hardware no longer covered by the manufacturer's warranty).
All contracts at Keptos are based on this same structure. View the scope of our IT management services for businesses in Mexico, or contact us for a free review of your current contract.
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