End-users are failing to read the small print on support services contracts, channel firm asserts

Networks First has urged companies to read the small print when signing support services contracts and not to be deceived by headline quotes.

The channel support services firm has claimed businesses are losing thousands of pounds every year by failing to fully understand their contracts and has criticised support firms for not providing clarity.

Peter Titmus, managing director at Networks First, said: “Companies take for granted that no matter what happens, they will be covered.

“Even though the increasing adoption of plain English in contractual agreements has made them easier to read, there can still be a great deal of devil in the detail.

“For example, customers can sign a deal that includes a clause saying an engineer will be with them within four hours should a problem arise. But is that precise enough? Someone might well be onsite within four hours but that doesn’t mean the problem will be resolved within four hours.

Titmus added that the impact on a business of resulting downtime in terms of revenue loss and degraded client service could be “significant”.