In many organisations, the approach to IT support contracts is surprisingly passive. Contracts are signed, providers are appointed, and then unless a crisis hits, they are left to auto-renew quietly, often for years, without a second thought.

Yet in today’s cost-conscious and performance-driven business environment, this inertia can come at a cost. Automatically renewing IT support contracts may seem convenient, but it risks locking organisations into services that no longer match their needs, expectations or budget.

The hidden cost of contract inertia

Contract inertia, which is the tendency to stick with what you know, even when it may no longer be the best option, is a common phenomenon in business technology. There are several reasons for it, such as familiarity with an existing provider, fear of disruption, the administrative effort involved in reviewing and comparing alternatives, and sometimes just a simple lack of awareness that the renewal date is approaching.

The problem is that inertia can quietly erode value. As organisations grow, shift priorities or adopt new technologies, the IT support they once chose may no longer be fit for purpose. The software and tools in place may no longer support new platforms, remote or hybrid working needs or emerging security threats. Meanwhile, costs may creep up year-on-year, often hidden in renewal clauses. A contract that made sense two years ago may not make sense now. But without proactive review, it stays in place by default.

Control, accountability and strategic thinking

One of the most important steps organisations can take is to regain control of their IT support decisions. Rather than viewing contracts as routine paperwork, they should be treated as strategic tools for maintaining operational efficiency, resilience and business continuity.

A proactive approach begins with accountability. IT leaders need to know what their current provider delivers and how they are being used by the company. Are remote software tools performing as expected? Are updates, patches and monitoring processes being applied consistently across all platforms? Are issues being resolved efficiently by our internal IT team, or are inefficiencies building up? Is this the correct set-up and structure for our business, or could we be making better use of existing internal capacity, by leveraging better remote management tools? Gathering this information allows organisations to have an honest conversation with their provider (and themselves) about whether the contract still aligns with their objectives.

Timing is everything

Many organisations leave contract evaluation until the renewal window is imminent. This last-minute approach often forces reactive decision-making and can leave IT teams with little choice but to accept the status quo. To avoid this, contracts should be reviewed well ahead of auto-renewal deadlines.

A structured review process should include:

1. Assessment of business needs: Identify changes in business operations, such as increased remote working, new software deployments or additional security requirements.
2. Evaluation of current IT software: Assess whether your tools are meeting operational requirements, maintaining security standards and supporting efficiency across the business.
3. Exploration of alternatives: Consider whether upgrading software, adopting cloud-based or remote management solutions or reconfiguring internal IT workflows could provide better value, faster performance or more flexibility.

Early assessment gives decision-makers leverage to negotiate better terms, switch providers if necessary, or invest in supplementary services where gaps exist.

The rise of flexible, remote IT support

One area where organisations are increasingly seeing value is in remote monitoring and management (RMM) tools. Cloud-based versions, such as 247connect or on-premise such as NetSupport Manager enables teams to manage devices efficiently in-house, respond to fluctuating demands and maintain service quality without additional outsourced support. IT teams can anticipate problems before they escalate, improve resolution times, and maintain business continuity – even when teams are reduced or working from different locations.

Contract renewal points are an ideal moment to assess whether existing software tools continue to meet organisational needs. It’s a chance to consider whether upgrading, switching, or reconfiguring tools could provide faster connections, improved feature sets and a more cost-effective approach – all while keeping IT support firmly in the hands of internal teams.

Breaking the cycle of complacency

Rethinking IT support contracts isn’t just about saving money. It’s about safeguarding operational efficiency, maintaining agility and future-proofing the organisation. Businesses that fail to question their contracts risk missing out on opportunities to improve service, reduce risk and support business growth.

Even when current software and tools are performing well, reviewing contracts and licences encourages constructive dialogue, reinforces accountability and ensures your IT infrastructure continues to align with organisational priorities. It’s an opportunity to benchmark performance, explore new technologies and consider how the support model can evolve to meet both current and future needs.

Questions to ask before you renew your IT contract

Before agreeing to an auto-renewal, IT leaders should ask themselves several critical questions:

• Does our current IT support model cover all of our business systems and technologies?
• Are response times and issue resolutions meeting our operational needs?
• Have our business priorities shifted, requiring new or enhanced support services?
• Could upgrading, reconfiguring or changing our remote management tools offer better value, efficiency or coverage?
• Are there emerging technologies or trends that our provider/software is not addressing?

The answers to these questions will help organisations determine whether to stay with their current software provider, renegotiate terms or explore alternative solutions.

A proactive stance pays dividends

Ultimately, reviewing IT support contracts before auto-renewal is about taking control. Organisations that adopt a proactive stance are better positioned to negotiate terms that reflect their actual needs, leverage innovations in support services, and maintain continuity of service even in challenging periods.

Tools that are simple to use but contain power features, enable an organisation’s own IT team to respond quickly and confidently, without compromising quality or security. By thinking strategically, businesses can break the cycle of contract inertia and make decisions that enhance both efficiency and resilience.

The convenience of auto-renewal can be tempting, but in IT support, complacency can carry hidden costs. By reviewing contracts proactively, organisations can ensure their IT support is aligned with current and future needs, optimising performance while managing costs effectively.

In today’s fast-paced and increasingly complex IT environment, asking ‘Should I stay or should I go?’ is more than just a rhetorical question – it’s a necessary step towards smarter, more resilient business operations.

Key takeaways

• Auto-renewing your IT support contract could leave you with an outdated system that doesn’t meet your organisation’s needs.
• Inertia can be caused by a number of factors, such as familiarity with an existing provider, fear of disruption, the administrative effort involved in reviewing and comparing alternatives, and sometimes just a simple lack of awareness that the renewal date is approaching.
• A proactive approach begins with accountability. IT leaders need to know what their current provider delivers and how they are being used by the company.
• Ensure that you review your contract well before your auto-renewal date.

Al Kingsley MBE is the CEO of NetSupport.

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