an it support contract is a written agreement between the parties by which the provider abides to deliver support services in exchange for money. a cost-effective approach is to prioritize which services and equipment you would like to have covered by the it support contract. as is the case with other software, your it support provider is unlikely to include support for these as part of an it support contract. if the company has a tiered system, it means they are organized. make sure you go through the charging policies in your support contract carefully.