IT Managed Services Agreement Template: SLAs, Fees and Terms

IT Managed Services Agreement Template

This IT Managed Services Agreement (“Agreement”) is entered into on [Date], by and between:

Client: [Client Company Name]

Address: [Address]

Contact: [Phone, Email]

Provider: [Managed Service Provider Name]

Address: [Address]

Contact: [Phone, Email]

Together referred to as the “Parties.”

1. Scope of Services

The Provider shall deliver the following managed IT services:

• Network monitoring and management

• Data backup and disaster recovery

• Cybersecurity services and threat detection

• Cloud hosting and support

• Help desk and end-user support

• Hardware and software management

Additional services may be added through a signed amendment.

2. Service Levels

• Response Time: Provider will respond to critical incidents within [X hours].

• Resolution Time: Provider will resolve high-priority issues within [X business hours/days].

• Uptime Commitment: Provider guarantees [X%] network availability per month.

If service levels are not met, the Client may receive credits as specified in Schedule A.

3. Fees and Payment Terms

• The Client shall pay a monthly service fee of $[Amount].

• Invoices are due within [X days] of receipt.

• Late payments may incur a fee of [Percentage]% per month.

4. Client Responsibilities

The Client shall:

• Provide access to necessary systems and facilities.

• Designate a primary point of contact for communication.

• Maintain appropriate insurance for their systems and data.

5. Data Security and Confidentiality

• The Provider shall implement industry-standard data protection measures.

• Both Parties agree to maintain confidentiality of sensitive information and comply with applicable privacy laws.

6. Intellectual Property

Any intellectual property developed exclusively for the Client under this Agreement shall be owned by the Client unless otherwise stated in writing.

7. Term and Termination

• Initial Term: [X months/years] beginning on [Start Date].

• Either Party may terminate this Agreement with [X days] written notice for cause or convenience.

• Early termination fees may apply as set forth in Schedule B.

8. Limitation of Liability

• The Provider’s liability shall not exceed the total fees paid by the Client in the preceding three months.

• Neither Party shall be liable for indirect or consequential damages.

9. Governing Law

This Agreement shall be governed by the laws of [State/Country].

10. Dispute Resolution

Disputes shall first be resolved through mediation, and if unresolved, through arbitration in [Jurisdiction].

11. Entire Agreement

This Agreement represents the entire understanding between the Parties and supersedes all prior negotiations and agreements.

Signatures

Provider: ____________________________ Date: _________

Name/Title: _________________________________________

Client: ____________________________ Date: _________

Name/Title: _________________________________________