IT Support Service Agreement
This IT Support Service Agreement is designed for businesses providing on-site and help desk IT support services to business clients.
It sets out the core legal and commercial framework for the relationship, with the exact services and other transaction-specific details set out in the schedules.
References to data protection legislation in this document include the UK GDPR.
When this template is likely to fit
This agreement is intended for simpler IT support arrangements rather than more heavily managed service models.
It shares some features with a service level agreement, but does not include the fuller monitoring and review provisions commonly found in SLA-based contracts.
Key points it covers
- the service provider’s duties and responsibilities;
- the client’s obligations;
- fees and payment;
- liability and indemnity; and
- confidentiality.
The client obligations can also cover practical matters such as informing or consulting the service provider where new IT equipment or software is being procured and is intended to fall within the support services.
Flexible enough for different support models
The drafting allows this template to be used for a wide range of support arrangements, including:
- basic IT support provided by a sole trader; or
- a more comprehensive support package delivered by multiple staff.
Many of the key variables are placed in the schedules, making it easier to tailor the agreement without overloading the main contract terms.
How the agreement is organised
The main body of the agreement sets out the legal framework. The schedules deal with the practical detail of the arrangement:
- The Support Services – the overall support framework;
- The Specified Services – the particular services to be provided;
- Fees and Payment – the charging and payment structure; and
- Data Processing – data processing detail where applicable.
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