IT service agreement for businesses
One fixed agreement covering support, operations and security: a Danish service desk, response times set out in your SLA and a fixed price from DKK 249 per employee per month. You know exactly what you get and what it costs.
In short
An IT service agreement is a fixed agreement where an external IT partner takes responsibility for your support and operations at an agreed monthly price.
The agreement spells out exactly what is covered: a service desk for your employees, monitoring and patching of devices and systems, security updates and reporting, plus the response times you are guaranteed through an SLA with priorities P1 to P4.
At MI Support IT, an IT service agreement costs from DKK 249 per employee per month on Core, while Pro, Business and Enterprise are put together around your needs and always priced by agreement. The price is fixed regardless of the number of tickets, so your budget is predictable and employees never hesitate to ask for help.
Onboarding is included and typically takes 2-4 weeks, there is no long lock-in, and the notice terms are stated clearly in the agreement. Response times are reported every month, so you can see whether the agreement is being kept.
Why a service agreement
From call-out help to fixed responsibility. You pay a fixed price, and we take responsibility for preventing and fixing problems.
Many businesses start with an hourly-paid technician who gets called in when something has stopped working. That works until the outage hits, the bill arrives afterwards, and nobody is responsible for making sure it does not happen again. An IT service agreement turns the model around: you pay a fixed price, and we are responsible for preventing, monitoring and fixing issues before small faults turn into downtime.
The agreement makes your IT costs predictable and the partnership measurable. Every request is logged as a ticket, prioritised by business impact and reported every month, so you can always see what you get for your money and whether response times are being met.
What does an IT service agreement include? Service desk, monitoring, patching, security, Microsoft 365 and a monthly report.
The content is agreed based on your needs, but the core is the same: day-to-day support for your employees plus monitoring and patching of the devices and systems the agreement covers.
Danish service desk
One point of contact for employees by phone, email and portal. Open Monday to Friday 07:00-17:00, with a 24/7 service desk on Enterprise.
Monitoring and patching
Monitoring of PCs, servers and network, plus ongoing security updates, so problems are caught before users notice them.
Security in daily operations
Endpoint protection, update management and backup checks as part of everyday operations, not as an add-on once the damage is done.
Microsoft 365 administration
Licences, users and access are managed for you, including onboarding and offboarding of employees.
Monthly reporting
A regular report on tickets, response times and trends, so you can see whether the agreement delivers and where issues can be prevented.
On-site and remote help
Most issues are solved remotely straight away. If a task needs someone on site, we come out: on-site across Zealand and in Greater Copenhagen, and by agreement in the rest of the country.
Pricing structure
Fixed price per employee. From DKK 249 per month, and you know the amount before you sign.
The price follows the number of employees, not the number of problems. Employees should never hesitate to call, and your budget is the same in a quiet month as in a busy one.
From DKK 249
Price per employee per month
Core from DKK 249 per employee per month, Pro, Business and Enterprise by agreement. Covers service desk, support and user administration.
Per server
Price per server and system
Servers and special systems are billed at a fixed price per unit on top, so the total amount is still known in advance.
DKK 0
Onboarding included
Mapping your environment, documentation and handover from your current provider are part of the agreement, not an extra bill.
The exact price depends on package, number of employees and systems. You always get one fixed monthly price before you sign.
SLA and response times
SLA with P1-P4 response times. The specific response times are set out in your agreement and reported every month.
All tickets are prioritised by business impact, and the specific response times for each priority are set out in your service agreement (SLA). That makes response times part of the agreement, not a statement of intent, and they are reported every month.
| Priority | Example | Handling |
|---|---|---|
| P1 · Critical | Operations are down, the whole business is affected | Highest priority: started before anything else |
| P2 · High | A core system or many users are affected | Prioritised above normal tickets |
| P3 · Normal | A single user is affected, work can continue | Handled in the agreed order |
| P4 · Low | Requests, changes and planned tasks | Planned together with you |
The exact response times for each priority are agreed in your SLA, so they match your business and your operating hours.
Scope
Service agreement, IT support or IT outsourcing? The table shows where the lines are, so you choose based on need.
The three terms overlap, but they cover different needs. Choose based on your situation rather than the words.
| Comparison | IT service agreement | IT support | IT outsourcing |
|---|---|---|---|
| In short | A fixed agreement on support and operations for what the agreement covers, at a fixed price with an SLA | Everyday help for employees: service desk, user help and troubleshooting | An external IT department with full operational responsibility for your IT |
| Typical scope | Service desk, monitoring, patching, security and reporting | Service desk, remote and on-site help, plus user administration | Everything in the service agreement plus servers, infrastructure, strategy and supplier management |
| Suits | Businesses that want predictable IT costs and measurable response times | Businesses that mainly need fast help for their users | Businesses without in-house IT that want to hand over full responsibility |
| Pricing model | Fixed price from DKK 249 per employee/month, server operations as a fixed add-on | Fixed price from DKK 249 per employee/month | Fixed price per employee plus a price per server or system |
From first meeting to fixed agreement. Four steps, typically completed in 2-4 weeks.
Moving to a service agreement follows a set process and is typically completed in 2-4 weeks, so employees notice the transition as little as possible.
Book a no-obligation meeting- 1
Needs analysis
Setup, users, systems and challenges are mapped, so it is clear what the agreement needs to cover.
- 2
Agreement and SLA
You get one quote with a fixed monthly price, a clear scope and response times for each priority. No surprises.
- 3
Onboarding
Your environment is documented, access is taken over, and the handover is agreed with your current provider.
- 4
Go-live and operations
The service desk opens to employees, monitoring is running, and monthly reporting begins.
FAQ
Questions about IT service agreements. Answers on content, price, lock-in and response times.
Related glossary terms and guides
Quote for a service agreement
Get a quote for an IT service agreement. Fixed price per employee, response times set out in your SLA and onboarding included.
You typically get a reply the same day.
- Reply typically the same day
- No obligation and 100 % confidential
- ISO 14001-certified Danish IT partner
- 25+ years of experience with IT operations for Danish businesses
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