Service Levels Schedule

IT Support Service Levels Schedule

BUS.ITFA.04

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

9. Confidentiality

10. Termination

11. Post-Termination

12. Liability and Indemnity

13. Force Majeure

14. Miscellaneous

and the following annexes:

Annex 1 – Support Services and Specified Equipment

Annex 2 – Fees and Payment, and Default Fees

Annex 3 - Service Levels

Annex 4 - Data Processing

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 your purposes.

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.

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