3 min read DataRoad In short Response time and resolution time are different things. Many contracts guarantee only the first — and it is the second that matters to the business. An SLA with no defined consequence is
IT Services Agreement
This category organises DataRoad's content on IT support contracts and maintenance plans, the contracting model most used by companies that prefer a fixed and predictable monthly cost rather than paying per hour or per incident. In an IT services contract, the company pays a monthly fee that covers a defined set of services — typically remote support, server and workstation monitoring, update management and a number of included intervention hours — which makes budgetary planning easier for the finance department and avoids surprises on the invoice. DataRoad works with different contract tiers, adjusted to the number of users and the criticality of each company's systems, ranging from basic support plans to plans with extended coverage and shorter response times. The articles in this category detail what is typically included in each tier, how the number of hours required is calculated, and in which situations it is worthwhile to opt for a higher-level plan. For companies with more intensive support needs and without a limit on calls, DataRoad also provides the plan IT Unlimited.
3 min read DataRoad In short An in-house technician costs significantly more than their salary: social security contributions, training, holidays and absences. A monthly retainer gives you access to various specialities — network, servers, security — for the cost of one
3 min readDataRoadIn shortTwo models on the market: ad-hoc intervention (hourly rate) and monthly fixed-cost retainer.The price depends on the number of workstations and servers, the criticality of the operation and the agreed response times.The cost