Most people judge a support contract by how fast a fault gets fixed. That matters, but it is not where the value actually sits. The month that pays for the contract is usually the quiet one, where a problem was caught and corrected before anybody outside noticed it happened at all.
A backup that silently stopped running, a certificate about to expire, a disk quietly filling up, none of these look urgent until the day they are. Watching for them is unglamorous work, and it is exactly the part that gets skipped when there is no ongoing support in place.
What we actually check
Every client on a support arrangement gets a short, boring checklist run against their systems on a schedule: backups, certificates, storage, failed jobs, unusual errors. Boring is the point.
IT support
Maintenance