IT Support Service Agreement

This IT Support Service Agreement is designed for use by businesses providing on-site and help desk IT support services to business clients.

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.

This document provides a framework covering all of the essential legal matters required for an agreement of this kind. The exact nature of the services to be provided should be detailed in full in the schedule at the end of the document.

The provisions of this document are, in many places, similar to those of our service level agreements, however this template is designed with simpler transactions in mind. Provisions for agreement monitoring and review, for example, are absent from this agreement.

Key provisions of this template set out the duties and responsibilities of the service provider in great detail, along with those of the client (which include, for example, the obligation to inform or consult with the service provider on the procurement of new IT equipment or software where that new equipment or software is to be covered by the support services). Other important provisions address fees and payment, liability and confidentiality.

The terms of this agreement allow for considerable flexibility in applying the document. It is thus suited to a wide range of services ranging from the most basic IT support provided by a sole trader to a fully comprehensive IT support package with multiple staff. Many of the important variables in the document are conveniently located in the schedules at the end of the agreement.

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 Agreement contains the following clauses:

1. Definitions and Interpretation
2. The Support Services
3. Service Provider’s Obligations
4. Client’s Obligations
5. Fees and Payment
6. Liability and Indemnity
7. Confidentiality
8. Force Majeure
9. Term and Termination
10. Effects of Termination
11. [Data Protection]
12. [Data Processing]
13. No Waiver
14. Further Assurance
15. Costs
16. Set-Off
17. Assignment and Sub-Contracting
18. Time
19. Relationship of the Parties
20. Non-Solicitation
21. Third Party Rights
22. Notices
23. Entire Agreement
24. Counterparts
25. Severance
26. Dispute Resolution
27. Law and Jurisdiction

Schedules:

1. The Support Services
2. The Specified Services
3. Fees and Payment
4. [Data Processing]

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