Written By: Frank Saulsbery
THE LATEST THOUGHTS FROM THE FOUNDER
A running column from Frank Saulsbery. Not a sales pitch, just the way he’d explain it if you pulled up a stool next to him. Meet Frank →
A SNEAK PEEK…
“If something is helping maintain what you already have, it is probably included.”
“Wait… what exactly am I paying for every month, and what would I ever get billed extra for?”
That question usually comes after years of dealing with the old break fix model, where every phone call and every hour came with an invoice. So it’s a fair concern. Nobody wants to feel like they’re getting nickel and dimed, especially when it comes to something as critical as their technology.
A managed service agreement is designed to cover the day to day care and feeding of your technology. It is an ongoing relationship where your provider takes responsibility for keeping your systems running, secure, and up to date. That means most of the regular work, the things that keep your business moving, should already be included.
If one of your employees calls because they can’t log in, that’s covered. If something isn’t working quite right, that’s covered. If your systems need updates, patches, monitoring, or general maintenance, that’s all part of the agreement.
Even small adjustments, like adding a new user or making a minor change to how something is set up, are usually included. The idea is simple. If it’s part of keeping your current environment healthy and usable, it should not feel like a separate bill every time something comes up. And just as important, you should be able to ask questions, request meetings to review past performance and future needs.
Now, here’s where things shift a bit, not all work is the same. There’s a difference between maintaining what you have and changing what you have.
Think of it like your building, if the lights stop working and someone comes in to fix them, that’s maintenance, that’s expected. But if you decide to add a new wing to the building, that’s a project. It takes planning, design, coordination, and a different level of work.
Technology works the same way, if your provider is supporting your current network, keeping it secure, fixing issues, and helping your team day to day, that is part of the managed service relationship.
But if you decide to open a new location, replace a major piece of equipment like a server, redesign your network, or make a significant upgrade, that typically becomes project work. Those types of changes have a clear beginning and end, and they require planning, coordination, and often new equipment or systems.
There are also times when something changes outside of your business. Maybe a software provider updates their requirements. Maybe new compliance rules come into play for your industry. If those changes require a rework of your systems, that may also fall into project or billable work.
A well run managed service relationship should never surprise you with a bill after the work is already done. If something falls outside of your agreement, you should know about it ahead of time. It should be clearly explained, quoted, and approved before anyone starts working on it. That’s not just a good business practice. It’s how long term relationships are built.
Not every business needs the same level of structure. Some companies are small, simple, and don’t change much. Others are growing quickly, opening new offices, adding systems, and evolving constantly. The more your business changes, the more likely you are to see project based work alongside your regular services. But that doesn’t make it a bad thing. It just means your business is growing and your technology needs to grow with it.
At the end of the day, a managed service agreement should give you peace of mind. It should cover the everyday issues, the little problems, the questions, and the maintenance that keep your business running without interruption.
Project work should feel different. It should feel planned, intentional, and clearly defined.
So here’s a simple way to think about it. If something is helping maintain what you already have, it is probably included. If something is changing, expanding, or replacing what you have, it is probably a project.
And if you ever find yourself wondering which side something falls on, that’s a good moment to pause and ask the question before the work begins. That one small habit can save a lot of confusion down the road.
You might even take a few minutes today and ask yourself, do I know what is included in my agreement, and do I feel comfortable asking before something turns into a project?
If the answer is yes, you are in a good place. If not, it might be worth having that conversation now while everything is still running smoothly.
That’s how I see it, anyway, and I’d enjoy hearing how you see it. None of this is a sales pitch. It’s just the kind of thing I’d talk through with you if we were sitting across the table. If it raised a question, or you think I have it wrong, I want to hear about it.
My door is always open. Whether you want to talk this through or just say hello, you can reach me anytime.
Network Solutions Unlimited is a generational managed IT services provider based in Decatur, Illinois, serving businesses and nonprofits with genuine support and decades of trusted relationships. Led by Baily Saulsbery and founded by her father Frank, we're not just your IT provider; we're your neighbors who happen to be really good at technology. Contact us today to experience IT support that actually cares.
