IT support contracts
A contract built around your business's real needs, not a standard package: scope, selectable SLA and exclusions in writing. Four formulas, a single point of contact for monitoring, security and support.
- Selectable 3-24h SLA
- Proprietary ticketing
- ISO 9001 · ISO 27001
- 25 years of experience
- Pay-as-you-go
- MSP flat fee
- Security — SOC
- VirtualAssistance (SLA)
- Proprietary ticketing
- Operations centre
- Hours consumed
See tickets, active services and consumed activity in one place.
It isn't just a bundle of hours to use up — it's proactive oversight that prevents failures before they cause downtime.
TN Solutions01 Where it starts
An IT support contract is the agreement that governs the ongoing relationship between your business and TN Solutions: it sets out what gets done, on what timeline, with what guarantees and at what cost — turning an unpredictable expense into a cost you can budget for.
For over 25 years we've supported local SMEs as a B2B System Integrator, based in Melzo (MI) and covering Milan and its province. Our contracts are built on three concrete principles: transparency (scope, SLAs and exclusions in writing, no invoice surprises), proactivity (continuous monitoring, supported by our Hector AI platform, to prevent failures rather than chase them) and certified reliability (we're ISO 9001 and ISO 27001 certified).
02 The formulas
Four formulas, one point of contact
Every business starts from different needs: choose the billing model (pay-as-you-go or flat fee), add managed security via Hector Lis where it matters, and set the response SLA with the VirtualAssistance formula.
- Hourly package
Pay-as-you-go contract
You buy a block of hours drawn down on real requests: suited to occasional needs, with no fixed monitoring fee.
- Hourly package valid for 12 months
- Usage visible in your Reserved Area
- No fixed monthly fee commitment
- Managed oversight
MSP flat-fee contract
A periodic fee covers proactive monitoring, preventive maintenance and a pool of support hours: the choice for those who want predictable costs and continuous oversight.
- Proactive monitoring, even outside office hours
- Preventive maintenance and patch management included
- Dedicated technical account manager and periodic reporting
- Delivered via Hector Lis
IT Security — SOC
The managed security component of our contracts: 24/7 AI-based prevention, the engine behind our continuous security services.
- Active monitoring around the clock, powered by AI
- Integrated with the pfSense and WatchGuard firewalls we manage
- Processes tracked under our ISO 27001 certification
- The selectable SLA
VirtualAssistance formula
The response-time model that applies across pay-as-you-go and MSP contracts: choose the maximum response time, from 3 to 24 business hours, based on your business's real criticalities.
- Four thresholds: 3, 8, 12 or 24 business hours
- Proprietary ticketing prioritised on real urgency
- Guarantee honoured even at peak load
03 How it works
Your Reserved Area: proprietary ticketing and transparency
Every request enters our proprietary ticketing system: an operations centre routes and manages interventions efficiently, assigning priority based on real urgency, not order of arrival.
Reserved Area
In your Reserved Area you'll find the list of open and closed activities, the services active on your contract and the activity consumed — the same transparency that, for pay-as-you-go contracts, lets you always know how many hours remain in your package.
Incident management is tracked under our ISO 9001 and ISO 27001 certified processes: a dedicated technical account manager knows your infrastructure, so you never start from scratch on every call.
Request access to your Reserved Area- Open and closed activities, always available to check
- Services active on your contract in one place
- Activity and hours consumed, for pay-as-you-go contracts
04 What we cover
The IT services we pair with our contracts
Our contracts build on real services we manage every day: see them in detail.
- Systems supportManagement of your entire server and network ecosystem, with a dedicated system administrator.
- Business server supportProactive monitoring and rapid intervention on physical and virtual servers.
- IT securityProtection from attacks and threats, firewall perimeter and operational continuity.
- Business backupsVerified backup copies, with periodic restore tests.
- Warranty support centresOfficial contacts for over 30 brands, plus the TN Solutions lab for out-of-warranty repairs.
05 Flat fee or pay-per-call
Flat-fee contract or pay-per-call support: which pays off
You can call us only when something breaks, or prevent the problem with a structured contract: the difference shows up in your invoice and in productivity.
Pay-per-call support (break-fix)
- You pay for every intervention, often in an emergency and at higher rates
- No prevention: the problem is discovered after the damage is done
- Response times and parts availability not guaranteed upfront
Flat-fee support contract
- Proactive monitoring and preventive maintenance included
- Selectable take-charge SLA (3-24h), with real priority managed through ticketing
- Budgetable cost, with a dedicated technical account manager
06 The advantages
Why choose a TN Solutions support contract
- 3hfastest selectable take-charge SLA (3-24h)
- 25+years of experience as a B2B System Integrator
- 2certifications: ISO 9001 and ISO 27001
- 4.7/5customer rating on Google (37 reviews)
07 How to activate it
From assessment to contract, in three steps
We don't publish price lists: every contract starts with a free assessment of your real infrastructure.
Free assessment
We assess your existing infrastructure — workstations, servers, network, backups — to understand the real scope and the criticalities that actually matter to your business.
Choose formula and SLA
Together we define the billing model (pay-as-you-go or MSP flat fee), whether you need the managed security component via Hector Lis, and the response SLA with the VirtualAssistance formula.
Ongoing support
The contract goes live: monitoring, proprietary ticketing and periodic reporting, with a technical account manager who gets to know your infrastructure over time.
08 FAQ
Frequently asked questions about IT support contracts
How much does an IT support contract cost?
The cost depends on the number of workstations and servers, the services included and the response times guaranteed by the SLAs. With the flat-fee formula, spending is planned and predictable. For a tailored quote, just request a free assessment of your infrastructure.
What's the difference between a flat-fee contract and pay-per-call support?
With pay-per-call support you pay for each individual intervention, often in an emergency and at higher rates, with no preventive work. The flat-fee contract includes proactive monitoring, preventive maintenance, prioritised interventions and predictable, budgeted costs.
What are SLAs in an IT support contract, and how do I choose one?
SLAs (Service Level Agreements) define the maximum guaranteed time within which we take charge of your request. With the VirtualAssistance formula you choose it yourself, from 3 to 24 business hours based on your business's criticalities: the table of the four thresholds and how ticketing works are on the dedicated VirtualAssistance formula page.
Is backup always included in the contract?
Not necessarily. Some contracts only cover checking existing backups, others include full management and periodic restore tests. It's essential to verify what's being saved, where, and whether restores are tested regularly.
What happens if I have an emergency outside business hours?
Service hours are Monday-Friday, 9:00 AM-1:00 PM and 2:00-6:00 PM. Outside these windows, at night, on weekends and on public holidays, intervention is still possible: the hours are counted with a surcharge set out in the contract. Monitoring of covered systems, on the other hand, continues even when the office is closed. Full details are on the VirtualAssistance formula page.
Want a support contract built around your business?
We assess your infrastructure free of charge and propose the contract formula that best fits, with scope, SLAs and exclusions in writing.