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
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
8. Force Majeure
9. Term and Termination
10. Effects of Termination
11. [Data Protection]
12. [Data Processing]
13. No Waiver
14. Further Assurance
17. Assignment and Sub-Contracting
19. Relationship of the Parties
21. Third Party Rights
23. Entire Agreement
26. Dispute Resolution
27. Law and Jurisdiction
1. The Support Services
2. The Specified Services
3. Fees and Payment
4. [Data Processing]
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