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Anne Hall

The Agreement Lifeguard

ITagree Founder

Before Anne Hall decided to help Microsoft partners globally with the real reasons for always having to over-deliver to keep customers happy, she had a long apprenticeship. It began with being one of the first IT lawyers in New Zealand at a time when mobile phone use was in its infancy in New Zealand and lawyers were still a few years away from having computers on their desk. From a family of six children who were raised to seek excellence and practical solutions, Anne had an affinity for raising the right questions with CIOs to help them agree with suppliers and get the business outcome they needed.

Deciding to leave the assurance of a national law firm and establish her own boutique IT law practice was an early step on her entrepreneurial journey. It gave Anne new insights into what running a business involved and the practical advice that business owners and managers need. Despite quickly attracting a blue-chip client list, Anne increasingly wanted to share her expertise more broadly and to help IT companies globally by providing fast, cost-effective access to legal agreements aimed at helping them to overcome day-to-day challenges.

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Featured Article

Selling Third Party Services. But at What Cost?

9minute read.
#expectations

When it comes to reselling third party services, many partners have focused on reducing the risks around getting paid for third party services they supply. But there are other risks that can cut into your profits, including the risks associated with doing related work and not being able to charge...

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WHAT OUR CUSTOMERS SAY

ITagree has saved me a fortune in legal fees and given me the upmost confidence in dealing with all manner organisations, where my business and income is protected

Ignite Business Group

We have been found them to be a very helpful resource for getting our Master Service Agreement defined and compliant with very little work.

Optimus Systems

Our Business is Unique.. But I Wonder Whether Anyone Else has the Same Contract Issues as us?

9minute read.

You need new shoes, you go to a shoe shop. Right? They’ll have a pair that is just right for you. Not that your feet are the same as anyone else’s of course. But other people have the same length of foot as you. And the same width. That might...

1. A customer calls you at 8pm asking for urgent help with recovering data from backup. Do you…

Interrupt dinner with your family to deal with it, not thinking about whether or not you will get paid for this work. Quickly finish dinner and get a team member started, hoping the customer realizes this work is out of scope and that additional charges will apply. Tell them that you can do the work and will get someone to start tonight and that the hourly rate will apply as it’s not covered by your managed service. Discuss whether or not this is really a P1 and when they accept that it’s not, tell them you will get someone to start working on this tomorrow as per the terms of your service agreement.

2. After many weeks of hard work, you’ve finally got that new customer on board. Do you…

Get your team to work straight away so you can invoice for a full month’s worth of services Invoice them up front and don’t start work until payment is received. Send them your services agreement and hope they sign and return it quickly so you can start work. Set up a meeting to take them through your services agreement so that you can discuss certain details of the service you will be providing, and their responsibilities, before they sign the agreement.

3. A customer wants help with Microsoft365. Do you…

Jump in and help them, find out it’s a bigger issue than you at first realized, and carry on with the work anyway. Hope the customer remembers you telling them the support services for Microsoft 365 are charged separately at hourly rates. Get a team member to start work after reminding the customer that hourly rates will apply as per your services agreement. Assign the task under your managed services agreement, comfortable that you can manage any out of scope work separately and knowing that the customer will understand that because you talked them through how your managed service works before they signed it

4. A customer has installed new software that has caused issues with some of the services you provide for them. They call you to tell you there is an issue and ask you to fix it. Do you…

Fix it regardless and just suck up the associated costs for the time. After all, this is an important customer and you don’t want any awkwardness. Explain that the software they added caused the issue and explain the additional costs involved for you to correct it hoping it won’t damage your relationship. Explain that the software they added has caused the issue and highlight the relevant section in your services agreement which will allow you to conduct the fix work but as an additional cost. Discuss it and charge them for fixing the issue. Also discuss and then by agreement update the scope of the managed service to include this going forward.

5. What is your current situation when it comes to agreements…

We don’t currently use any agreements Our agreements are old or out of date. Our current agreements don’t fully describe our services We recognize the need for agreements and we know we need assistance with them.