Service Level Agreement (IT Services)

This IT Services Service Level Agreement is designed for longer-term B2B IT support arrangements where a client needs more than a basic services contract. It combines the core terms for the provision of IT support services with agreed service levels, response times, and remedies if those standards are not met.

It is particularly suitable where continuity, speed of response, and reliable support are critical to the client’s business operations.

The data protection provisions in this document have been reviewed and updated for Brexit. References to data protection legislation have been updated with reference to the UK GDPR.

What this IT support SLA template covers

This template covers both the IT support services to be provided and the standards to which those services must be delivered. It is intended for ongoing support arrangements where the client needs predictable service and clear accountability if problems arise.

It is especially relevant where businesses rely heavily on their computer systems and need rapid support in the event of faults, outages, or other technical issues.

When to use an IT Services Service Level Agreement

A simple service contract may be enough for short-term or low-risk work. This IT Services Service Level Agreement is more appropriate where the client requires defined support services, measurable response standards, and contractual remedies for delay or service failure.

It is particularly useful where the parties need clear rules on:

• the scope of supported IT services;
• supported and unsupported equipment or software;
• issue severity levels and response times; and
• penalty fees and termination rights for excessive delay.

Defining the IT support services and supported systems

The support services are left open for the parties to define and should be described in as much detail as possible. The template allows further detail to be added by identifying exactly what will and will not be supported.

This is important where support is limited to particular hardware, operating systems, software, or other specified equipment. The drafting should be completed carefully and exhaustively to reduce the risk of disputes about whether a particular issue falls within scope.

Service levels, response times, and acceptable delay periods

Service levels under this agreement are monitored and enforced using issue levels and corresponding response times. Issue levels broadly reflect the severity of a support request, with more serious issues requiring faster responses.

The template also uses acceptable delay times. If the service provider exceeds the relevant response time by more than the permitted delay, a penalty is incurred, and further penalties may apply if the delay continues.

In addition to penalty fees, the client may have the right to terminate the agreement where delays become excessive.

Exceptions to service levels and client access obligations

The template includes exceptions to the service level obligations. For example, where the service provider needs access to the client’s premises in order to provide support, the service provider will not be liable for delays caused by the client’s failure to provide that access.

These provisions are important in allocating responsibility fairly where the service provider’s performance depends in part on the client’s cooperation.

Schedules covering support services, fees, service levels, and data processing

The schedules are central to how this IT support SLA works and should be completed with as much detail as possible. Once completed, they should provide a clear practical reference point for both parties.

The schedules cover:

• support services and specified equipment;
• fees and payment;
• service levels; and
• data processing.

Main legal provisions included in this UK IT Services Service Level Agreement

This template includes clauses covering definitions and interpretation, term, the parties’ respective obligations, fees and payment, provision of the support services, support service and agreement monitoring, service levels and response times, confidentiality, termination, post-termination matters, liability and indemnity, force majeure, data protection, data processing, the nature of the agreement, severance, notices, and law and jurisdiction.

Service Level Agreement (IT Services) is part of Business . Just £38.50 + VAT provides unlimited downloads from Business for 1 year.