In too many organisations, IT support contracts are treated like background noise: they exist, they renew and nobody really pays attention unless something breaks. Contracts get signed, providers are chosen, and then, often for years, they tick over quietly, renewing automatically without review. It’s a cycle of convenience, but one that risks becoming costly.
In an era where budgets are under pressure and technology must pull its weight for every department, this inertia is far from harmless. Allowing IT support contracts to auto-renew may appear efficient, but it can leave organisations stuck with services that no longer match their evolving needs, expectations or budgets.
For any business that wants to operate efficiently, sustainably and securely, it’s time to ask: should I stay, or should I go?
Contract inertia – a hidden cost
Contract inertia, the tendency to stick with the familiar even when it no longer serves you, is surprisingly common in IT. There are obvious reasons for it: familiarity with an existing provider, fear of disruption, the administrative headache of comparing alternatives and sometimes simply a lack of awareness that a renewal is looming.
But inertia comes at a price. As organisations scale, pivot or embrace new technologies, the IT support they once selected may not be fit for purpose anymore. Tools may not integrate with new platforms or remote working needs. Cybersecurity requirements may have intensified, leaving gaps in protection. Costs may have crept up in small but significant increments hidden in renewal clauses.
A contract that looked sensible two years ago may now be misaligned with both business needs and budgets. Without proactive review, however, it stays in place by default.
From paperwork to strategy
IT support contracts should not be treated as paperwork. They should be seen as strategic levers for efficiency, resilience and continuity.
That shift begins with accountability. Leaders need a clear-eyed view of what their current provider is delivering. Are remote management tools operating as expected? Are updates and patches consistently applied across platforms? Are issues resolved promptly, or are inefficiencies building up? Could the business actually lean more on its own internal capacity if it invested in the right remote management tools?
Gathering this information allows an honest conversation with both provider and internal teams. Crucially, it reframes contracts not as “admin” but as opportunities to strengthen business resilience.
Getting the timing right
One of the biggest traps is leaving contract reviews until just before renewal. At that stage, decision-making is reactive. IT leaders may feel forced to accept the status quo simply because there is no time to explore alternatives.
Instead, reviews should happen well ahead of deadlines. A structured process might include:
- Assessing business needs – Identify shifts in operations: more hybrid working, new software rollouts, tighter security requirements.
- Evaluating current tools – Are existing platforms meeting requirements, safeguarding security, and supporting productivity?
- Exploring alternatives – Could new remote management or cloud-based solutions provide greater value, speed or flexibility?
Early reviews create leverage: time to negotiate better terms, switch providers if necessary, or invest in supplementary services
The rise of flexible, remote-first support
One of the clearest areas of progress is remote monitoring and management (RMM). Modern, cloud-based tools such as 247connect or on-premise solutions like NetSupport Manager allow IT teams to manage devices in-house, respond to demand spikes and maintain service quality – all without needing extra outsourced support.
These tools empower teams to anticipate issues before they escalate, reduce resolution times and maintain business continuity even when teams are dispersed. They also give organisations more ownership of their IT support, reducing reliance on external providers while increasing resilience.
Renewal moments are a natural point to ask: do our current tools still serve us well? Could we upgrade or reconfigure to improve performance and cut costs?
More than money-saving
Reviewing IT support contracts isn’t only about saving money. It’s about future-proofing operations. Organisations that fail to question their contracts risk missing out on opportunities to improve service, reduce risk and fuel growth.
Even when software and tools are performing adequately, a review fosters constructive dialogue. It reinforces accountability and ensures IT infrastructure keeps pace with business priorities. It also creates a moment to benchmark performance, explore emerging technologies and ask: are we equipped for the future, not just the present?
What to ask before renewing
Before hitting ‘renew’, IT leaders should interrogate their contracts with questions such as:
- Does our IT support model cover all our current systems and technologies?
- Are response times and resolutions genuinely meeting business needs?
- Have our priorities shifted in ways that require new support?
- Could better remote management tools give us more value or coverage?
- Are there emerging threats or technologies our provider is ignoring?
These questions help organisations decide whether to renew, renegotiate, or reconfigure.
Proactivity pays off
Ultimately, reviewing IT support contracts early is about regaining control. Those that adopt a proactive stance are better placed to:
- Negotiate terms that reflect current needs.
- Adopt innovations in support services.
- Strengthen continuity and resilience.
Powerful, easy-to-use tools like 247connect can give in-house teams the ability to respond quickly and confidently, without compromising security or service. By thinking strategically about support contracts, businesses can escape the cycle of inertia and take decisions that genuinely serve long-term goals.
Take-aways for decision-makers
Auto-renewal may feel convenient, but in IT, convenience often comes with hidden costs. By proactively reviewing contracts, organisations can ensure support aligns with both present and future needs, optimising performance while managing costs.
In a digital era defined by complexity and change, asking ‘should I stay or should I go?’ isn’t just a rhetorical question. It’s a necessary act of good governance, safeguarding resilience and ensuring technology continues to serve as an enabler of progress, not a drag on resources.
Al Kingsley MBE
Al Kingsley MBE is CEO of NetSupport. With three decades of experience in EdTech and digital safeguarding, Al regularly speaks and podcasts on the use of technology in enhancing education, promoting online safety, and shaping effective digital strategies.
