- New England's Only Dental-Specific IT Provider
- (207) 333-2206
What Is a Dental IT Managed Service Plan
-
Ezra Angelo
- • August 21, 2025
Most dental practices encounter IT support in one of two ways: call someone when something breaks, or pay a fixed monthly fee for everything handled proactively.
The second model is called a managed service plan, or MSP agreement. For dental practices, it is usually the better model. Dental software is too specialized and the compliance requirements are too specific for a break-fix approach to work well.
Here is what a managed service plan actually includes and what to look for before signing one.
per year
Break-fix IT support costs dental practices two to three times more annually than a comparable managed service plan.
Emergency service calls, after-hours rates, and the cost of downtime while waiting for a technician add up quickly. A managed service plan provides predictable costs and faster response because the provider already knows your environment.
What a Managed Service Plan Covers
Five things a dental-specific managed service plan should include. Check each one your current plan actively covers.
Four dental IT contract non-negotiables
Response times defined in writing
Best-effort language is not acceptable. The contract should specify maximum response times for different severity levels. Vague commitments cannot be enforced.
Dental software expertise confirmed
Ask how many practices they support on your specific platform: Dentrix, Open Dental, Eaglesoft, or Curve. General IT providers often learn dental software at your practice's expense.
Backup details specified
The contract should state what is backed up, how often, and when it was last tested. If backup testing is not explicitly included, assume it is not happening.
BAA included as standard
A Business Associate Agreement is a HIPAA requirement, not an optional add-on. Any IT provider handling systems that touch patient data must sign one before work begins.
What a Managed Service Plan Does Not Cover
Most managed service plans cover labor for maintenance, monitoring, and support. Understanding what is excluded before you sign prevents disputes when something major happens. A good managed service provider explains these boundaries clearly during the sales process.
These items are typically excluded from standard MSP agreements
Hardware replacement costs: the plan covers labor, not the cost of new equipment when hardware fails
Major software licensing fees: practice management software renewals are typically separate
One-time project costs such as server migrations, office moves, or new operatory builds
Hardware replacement labor: confirm whether the plan covers the labor to replace failed hardware or only the monitoring that detected the failure
Per-Device vs All-Inclusive Pricing
More transparent, harder to predict
A monthly fee per workstation, server, or network device. Feels transparent because you can see exactly what is covered. Becomes harder to budget as the practice grows, adds imaging workstations, or changes devices mid-contract.
Easier to budget, confirm scope carefully
A flat monthly fee for the entire practice. Easier to plan around because the number never changes with headcount or device count. Before signing, confirm the scope explicitly covers all workstations, the server, network equipment, and imaging workstations under one fee.
Ask before signing: does the plan cover all workstations, the server, network equipment, and imaging workstations under one fee? Some plans charge separately for server coverage or network device management, which eliminates the predictability advantage of flat pricing.
Frequently Asked Questions
Ekim IT Solutions works exclusively with dental practices. We serve New England and New York with on-site support and dental practices nationwide with remote support. Our managed service plans are built around dental software, HIPAA compliance, and the day-to-day reality of running a practice, not a generic IT checklist.
-
- • August 21, 2025
