IT Support Service Levels Schedule
This IT Support Service Levels Schedule is designed for use with the IT
Services Framework Agreement in this subfolder.
This Schedule contains the additional terms which can be attached to the
Framework Agreement (before it is signed) so that they will then apply to
an order for software development and licensing services.
The IT Services Framework Agreement enables a client to place an order from time to time with a supplier of IT services such that each order is on pre-agreed terms.
This Schedule (and the Agreement) do not in themselves require the client
to place any order at all. Only when the client chooses to place an order
will there be a binding contract for the supplier to supply, and the client
to pay for, the particular services covered by the order.
Optional phrases / clauses are enclosed in square brackets. These should be
read carefully and selected so as to be compatible with one another. Unused
options should be removed from the document.
This IT Support Service Levels Schedule contains the following clauses:
1. Definitions and Interpretation
2. Term of Agreement
3. Supplier’s Obligations
4. Company’s Obligations
5. Fees, Payment and Records
6. Provision of the Support Services
7. Support Service and Agreement Monitoring
8. Service Levels and Response Times
12. Liability and Indemnity
13. Force Majeure
and the following annexes:
Annex 1 – Support Services and Specified Equipment
Annex 2 – Fees and Payment, and Default Fees
Annex 3 - Service
Annex 4 - Data
This IT Support Service Levels Schedule is in open format. Either enter the
requisite details in the highlighted fields or adjust the wording to suit
Once you have purchased access to the appropriate document folder click on
the “Download Document” link below. You will be asked what you want to do
with the file. It is recommended that you save the document to a location
of your choice prior to viewing.