Ongoing IT Support With Clear Expectations
A service agreement gives your organization a more predictable way to handle technology support, maintenance, and recurring IT needs. Instead of treating every issue as a separate emergency, Computer Ties works with your business through an ongoing support model that fits your environment.
Service agreements are tiered, but they are still reviewed against the customer’s actual needs. The goal is to recommend the right level of support, not force every business into the same plan.
How Service Agreements Are Structured
Computer Ties uses tiered service agreements for core support. Pricing is not published publicly because each agreement depends on the customer’s environment, number of users, number of devices, support needs, included tools, and whether on-site hours are needed.
Remote support is included as part of the agreement. On-site support can be added based on customer need, either as scheduled monthly hours or as-needed service when hands-on work is required.
A service agreement may include:
Remote help desk support
Support for day-to-day user issues, workstation problems, Microsoft 365 questions, printer connectivity, access trouble, and other common technology requests.
Service documentation
Useful notes about systems, users, devices, recurring issues, vendors, configurations, and support history so future service is easier to manage.
Managed workstation and server support
Ongoing support for covered devices, including general maintenance, troubleshooting, coordination, and review.
Patch and update oversight
Support for keeping covered systems more current, stable, and easier to maintain through a managed update process.
Backup monitoring and recovery awareness
Review of supported backup systems where included, with attention to failed backups, recovery concerns, and service visibility.
Security tool coordination
Support for approved security tools where included, such as endpoint protection, email filtering, MFA, or other add-on services.
Technology planning
Practical recommendations for replacements, upgrades, lifecycle concerns, and larger projects that should be planned separately.
On-site support hours when included
Some agreements may include a budgeted number of on-site hours per month. Others may use on-site visits only when needed or quoted separately.
What Is Usually Billed Separately
Some work falls outside the normal scope of a recurring service agreement because it requires separate planning, materials, scheduling, or project labor.
When a request falls outside the agreement, Computer Ties will help explain the reason and provide the next step, estimate, or project path when appropriate.
New server projects
Email or data migrations
Major device deployments
Office moves or major technology changes
Cabling projects
Website projects
Large remediation projects
Incident response
Vendor-specific software projects
Major network redesigns
Priority Support Without Overpromising
Service agreement customers receive a clearer support path and priority support expectations based on their agreement and the business impact of the issue.
Computer Ties keeps response-time language practical rather than publishing unrealistic guarantees. Support is prioritized based on urgency, customer agreement, business impact, and the type of issue. This helps keep expectations clear while still allowing the team to respond appropriately when critical problems occur.
Who Is a Good Fit for a Service Agreement?
A service agreement can be a good fit for many types of organizations. The best candidate is not defined only by company size. It depends on how much the organization relies on technology, how often support is needed, and whether recurring issues are affecting staff productivity.
Each customer is evaluated individually so the proposed service agreement fits the environment and support needs.
Small businesses with recurring support needs
Offices that rely heavily on email, workstations, shared files, and Microsoft 365
Organizations with servers or shared business systems
Government offices and townships that need organized support and documentation
Police, fire, and public safety environments that need careful support handling
Companies that want a long-term technology partner instead of one-time repairs
Businesses that need better planning around devices, backups, security tools, and replacements
Service Agreements for Government and Public Safety
Government offices, townships, police departments, fire departments, and public safety organizations often need more careful documentation, controlled access, and support consistency.
Computer Ties provides LEIN-approved support and works with a CJIS-aware approach for applicable environments. A service agreement can help create a more organized support structure around documentation, secure configuration, controlled access, device support, and recurring technology review. It does not make an organization compliant by itself, but it can support a more controlled and supportable IT environment.
Related Services
On-Site Support
For hands-on service at the customer location when remote support is not enough.
Managed IT Services
For the full overview of Computer Ties’ ongoing IT support model.
Help Desk Support
For how users submit tickets, request support, and work with the Computer Ties help desk.
Frequently Asked Questions
Yes. Computer Ties uses tiered service agreements for core support. The recommended tier depends on the customer’s environment, number of users, devices, support needs, included tools, and service expectations.
No. Service agreement pricing is not published publicly because each customer environment is different. Computer Ties reviews the customer’s needs and provides a quoted agreement based on the support structure that fits.
Yes. Remote support is included as part of the service agreement. This helps users get support for common issues without waiting for an on-site visit when the work can be handled remotely.
Yes. On-site support can be included or added based on customer need. Some agreements may include a budgeted number of on-site hours per month, while others use on-site visits as needed.
Tools may include SentinelOne, AgileBlue, Mail Assure, Duo, Cove Data Protection, Microsoft 365 licensing, and other supported services. Recommendations depend on the customer’s environment and risk needs.
Large projects are usually billed separately. This may include new server projects, firewall replacement, migrations, major deployments, cabling, website projects, incident response, and other work that requires separate planning or project labor.
No. Any customer may be a good candidate if they rely on technology and need recurring support. Computer Ties evaluates each customer individually and recommends services based on the environment and support needs.
Emergency or after-hours support may be available for managed service clients and qualifying business customers depending on the agreement and issue. Critical issues are prioritized based on impact, urgency, and support arrangement.
Find the Right Support Agreement for Your Environment
If your business needs a more consistent way to handle IT support, maintenance, documentation, tools, and long-term planning, Computer Ties can help review your environment and recommend a service agreement that fits.