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Service Agreements & SLAs

IT Service Agreement Templates

IT services can range from straightforward on-site and help desk support through to broader outsourced or managed service arrangements. In either case, a clear written agreement helps set expectations on scope, responsibilities, charging, and what happens when something goes wrong.

This collection includes three IT-focused agreements. Two are service agreements for IT support arrangements (with different emphases), and one is a specialist agreement for co-location services.

When Should You Use These Templates?

Use these templates if you want a contract that:

  • separates the legal framework from the practical operational detail by placing service-specific points into schedules;
  • is suitable for business-to-business IT support relationships, where the client needs clarity on what is covered and what is not;
  • allows you to reflect how the service is actually delivered (for example, help desk support, on-site support, supported equipment, and supported software); and
  • covers related legal points such as confidentiality, termination, dispute resolution, and (where relevant) data protection and data processing.

If you need detailed performance targets, monitoring, and remedies, you may instead prefer to use a Service Level Agreement.

What Templates Are Included?

IT Service Agreement

A flexible agreement for outsourced IT support services, structured so the main terms stay stable, and the schedules hold the service detail, fees, supported equipment and software, and data processing where relevant.

IT Support Service Agreement

A simpler agreement for providers delivering on-site and help desk IT support to business clients, with the support framework and the specific services set out in schedules rather than the main body.

Co-Location Agreement

An agreement for providers licensing rack space or unit space for a client’s own equipment, covering associated services such as power, security, maintenance, and telecommunications access, with detailed schedules for technical and operational detail.

Why Use These Templates?

These templates help you choose the right starting point for your IT services model:

  • Different emphases for different support arrangements: the IT Support Service Agreement is aimed at simpler support provision, while the IT Service Agreement provides a broader framework that can be adapted through schedules.
  • Clear structure: key variables sit in schedules, making it easier to tailor the agreement without rewriting core contractual terms.
  • Practical risk management: both service agreements address issues such as liability caps, confidentiality, termination, and subcontracting, with optional data protection wording where relevant.
  • Specialist coverage where needed: co-location services raise their own operational and responsibility issues, and the co-location agreement is built for that specific scenario.

For more information about each document in this collection, please click on the links below:

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

Frequently Asked Questions

What is the difference between the IT Service Agreement and the IT Support Service Agreement? +
Both keep the service detail in schedules, but they aim at different scales. The IT Support Service Agreement is the simpler option, for providers giving on-site and help desk support to business clients. The IT Service Agreement is a broader framework for outsourced IT support that can be adapted through schedules covering services, fees, supported equipment and software and data processing. Start with support for straightforward help desk work, and the fuller agreement where the arrangement is wider.
My IT service will handle the client's personal data, what does the contract need to say? +
If you process personal data on the client's behalf you are a processor, and UK GDPR Article 28 requires a written contract with specific terms. It must cover processing only on the client's documented instructions, confidentiality, security measures, use of sub-processors, help with data subject rights and what happens to the data at the end. These IT agreements include optional data processing wording for this. Getting it in is a legal requirement, not a nicety, where personal data is involved.
Should I use an IT service agreement or a service level agreement for IT support? +
Use an IT service agreement when you need a clear framework of scope, responsibilities, charging and legal terms. Choose a service level agreement instead, or as well, when the client needs measurable performance guarantees such as response and resolution times, with monitoring and remedies for delay. Many providers combine the two: the service agreement as the legal backbone and an SLA for the performance standards. The right choice depends on how much measurable performance the client is buying.
What is a co-location agreement and when would I use one? +
A co-location agreement is for providers licensing rack or unit space so a client can house its own equipment in your facility. It covers the associated services, such as power, security, maintenance and telecommunications access, with technical and operational detail in schedules. Use it when you are not running the client's IT, just hosting their hardware in your space. It raises different responsibility and access issues from ordinary support, which is why it is a separate template.
Can I limit my liability in an IT support contract? +
Yes, within limits. In these business contracts you can cap liability and exclude certain losses, but under the Unfair Contract Terms Act 1977 you cannot exclude liability for death or personal injury from negligence, and other limits only hold if they are reasonable. Blanket exclusions or a cap far below the likely harm can be struck down. These agreements include liability clauses to tailor: set a cap that reflects the fees and the real risk so it survives challenge.
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