Updated IT B2B Service Terms and Conditions

When providing B2B services, solid Terms and Conditions provide a key safety net, providing certainty for both you and your clients. They set expectations, define what is and isn’t included, explain how and when you get paid, and give you clear routes for dealing with late payment, scope creep, disputes, and termination. Without them, every new client relationship risks becoming a fresh set of arguments about “what was agreed”.

For IT service providers, the stakes are even higher. You’re logging into client systems, handling data, troubleshooting third-party software, and often being blamed when anything with a plug stops working. Having IT-specific service T&Cs means you can clearly define the scope of your services, manage access to client equipment and systems, allocate responsibility for backups and security, deal with incidents and maintenance in a structured way, and cap your liability in a way that reflects real IT risks rather than generic service assumptions.

Updated IT Services Terms & Conditions (B2B)

This month, the IT Services Terms and Conditions (B2B) have been comprehensively updated, aligning them with the structure of the Standard Service Terms and Conditions (B2B), and broadening the scope for support, projects, and managed services.

Previously, this template was built around maintaining defined “equipment” and generally managing the software on that equipment. The new version defines “services” much more widely, covering a range of offerings including support and maintenance, both remote and on-site, and being drafted in a way that enables you to define services more freely in your own orders and specifications.

From Maintenance of Listed Kit to Any IT Service You Agree

The original version of this document was more focused around maintaining defined equipment. The updated version defines services much more openly, making the template suitable for support, maintenance, monitoring, management, installation, migration, upgrades, consultancy, and more. As with our Standard Service Terms & Conditions, the detail is left for you to define – so the same T&Cs comfortably cover ad-hoc jobs, projects and ongoing managed services.

Managed Services

The updated clauses introduce matters such as incident response, helpdesk/support response and resolution times, planned maintenance, remote access, and explicit carve-outs for backup, DR and business continuity unless they’re in scope, making the updated Terms more suitable for use with managed services.

Who Are These Terms & Conditions For?

This document is designed for IT service providers (including MSPs and support companies) dealing with business clients. It designed for use with a wide range of IT service offerings, including one-off projects, ad-hoc support, and ongoing managed services. The detailed scope of services, systems in scope, service levels, and pricing model should be agreed upon by the parties and defined in the referenced Order and Specification (please note that these are not part of the template, instead referring more generally to your own preferred in-house forms).

IT Services Terms & Conditions or Standard Services Terms & Conditions?

Both the IT Services Terms and Conditions (B2B) and the Standard Services Terms and Conditions (B2B) follow the same overall structure and style, but the IT Services version, while remaining sufficiently broad to cater for a range of different service offerings, addresses a number of IT-specific topics including hardware and software, remote access, access, controls, data security, and more.