An IT service agreement that combines operations, support and security
When IT doesn’t work, it affects both productivity and your bottom line. With SOLID IT, you get an IT service agreement(IT department on subscription) where IT operations, support and security are connected so that everyday problems are solved quickly and many of them are prevented before you notice them.
In short, you get:
- Support for users via phone/email/portal (remote support) and onsite where applicable
- Proactive operation (monitoring, updates/patching, documentation)
- Security as part of the service agreement (basic controls, backup, encryption, etc.)
- Fixed contact persons and clear alignment of expectations
- Fixed price and no commitment (if validated for your deal)
Who is an IT service agreement suitable for?
An IT service agreement is relevant if you:
Are an SME without an IT department and want a professional “IT function” without permanent employees
Have an in-house IT manager but lack capacity and want a partner for operations, support and security
Experiencing unstable operation, too many interruptions or “firefighting” in everyday life
Need better IT security and more structure (documentation, process, responsibility)
A customised IT service agreement – what is customised?
A customised IT service agreement means that scope is adapted to your everyday life:
- Number of users and devices
- Which systems are business critical
- Whether you have in-house IT (and how much needs to be lifted externally)
- What security requirements you have (industry, data, compliance)
The key is to make it clear what’s included, what are options/projects, and what you can expect in terms of response time and collaboration.
What does an IT service agreement with SOLID IT include?
1. IT support (service desk) for users
- Help with everyday issues (PC, software, access, VPN, printers, etc.)
- Support via phone, email and portal (service requests)
- Remote support as standard; onsite by appointment/package
- Coordination with other suppliers (so you don’t end up as a middleman)
2. Proactive IT operations and maintenance
- Monitoring equipment and systems (endpoint/server/network) and early warning of problems
- Updates and patching (Windows-based PCs and servers)
- Continuous documentation of your IT environment (so knowledge doesn’t disappear)
- Standardisation and checklists for repetitive tasks
3. IT security as standard – not optional
- Basic protection (antivirus/antispam) and continuous updates
- PC encryption (typical requirements: Windows 10 Pro+ and TPM chip)
- Backup and restore (including Office 365 backup in relevant packages)
- Focus on data protection and compliance (e.g. GDPR/NIS2 depending on your situation)
4. SLA, response time and alignment of expectations
A service agreement provides the most value when it’s clear:
- What is included (and what is project/optional)
- What response times/response times you can expect
- Who does what (customer vs. SOLID IT)
IT department on subscription: security as part of operations
How to choose the right package:
Light: You want stable operation + support without overbuying
Full: You want “complete IT department” + more proactive/security + planning
Plus: You already have IT in-house but want sparring/backup/preparedness
| Package | Target audience | Price | Safety in practice |
|---|---|---|---|
| Light | Small business without an IT department | From 495 kr/user/month. | Remote support, operations and basic security |
| Drunk | SME without IT department | 895 DKK/user/month. | Extended solution incl. onsite day, O365 backup and consulting/IT plan |
| More | Company with its own IT department | Contact for price | Sparring/preparedness/relief (incl. holiday relief and response time for critical breakdowns) |
How to get started (onboarding)
We are often asked this question about IT service agreements
User support + operation and maintenance + security measures. The specific content depends on the package and your setup.
Our subscriptions come with no strings attached and if you’re more comfortable managing your own time, you can also start with a season ticket
Yes!
Yes – depending on your package and needs, you can combine remote and on-site support.
We are a Microsoft Silver Partner and work with Microsoft solutions and relevant packages within Microsoft 365. Backup. Licences and setup are clarified in onboarding and you also get free applications we have developed for easy administration – read more about our Microsoft services
An IT service agreement provides the most value when it makes IT something that “just works” – and makes it clear what’s included, who is responsible and how quickly you can get help. Many organisations find that IT costs become unpredictable if you only buy help “when something breaks”. The problem is that you’re paying for the emergency and still living with the underlying causes: lack of updates, disparate equipment, unclear access management or an untested backup.
With a service agreement, you can instead work according to a fixed model: ongoing operations, clear support channels and proactive improvements. This means fewer disruptions in everyday life, less risk of long outages and a better basis for decision-making. When something critical happens, it’s not about ‘who knows the system’, it’s about a process: registration, prioritisation, escalation and follow-up.
For an IT service agreement not to become a black box, it should describe three things very clearly. First: scope – what systems, users and tasks are covered (and what is not)? Next: service level – response times, opening hours and what counts as an emergency. Finally, collaboration – who are the contact persons on both sides, how to work with changes, and how to document decisions and improvements.
Another important part is that the agreement is scalable. Many SMEs start by getting operations and support right, and later want to expand with more security, compliance, or ongoing consulting/roadmap. Standardising from the start (equipment, user setup, security policies) makes it both cheaper and faster to expand, and avoids getting “stuck” in solutions that are difficult to change.
To avoid misunderstandings, the agreement should also describe the boundaries: What types of tasks are “operations/support” and which are “projects”? For example, migrations, major reorganisations or new platforms may require a defined project – and that’s fine as long as it’s clear from the start. It builds trust when the customer knows what is expected and what triggers a change order.
A good IT service agreement should also make it easy to monitor that value is being delivered. This could be monthly status points, a simple report of incidents and resolved cases, and a small roadmap with 2-5 prioritised improvements. In this way, the agreement becomes not just “support”, but a collaboration that enhances stability and security over time. It’s often the concrete framework (e.g. response time, dedicated contact person and clear alignment of expectations) that makes a potential customer dare to take the next step.