IT Support Services Agreement Template: SLAs and Service Fees

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IT Support Services Agreement Template

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

Client:

Name: __________________________

Address: __________________________

Email: __________________________

Phone: __________________________

Service Provider:

Name: __________________________

Address: __________________________

Email: __________________________

Phone: __________________________

Collectively referred to as the “Parties.”

1. Scope of Services

The Service Provider shall deliver IT support services, which may include:

Helpdesk support (phone, email, remote).
Hardware and software troubleshooting.
Network monitoring and maintenance.
Cybersecurity monitoring and incident response.
Data backup and disaster recovery support.

Helpdesk support (phone, email, remote).

Hardware and software troubleshooting.

Network monitoring and maintenance.

Cybersecurity monitoring and incident response.

Data backup and disaster recovery support.

A detailed list of services is attached as Exhibit A – Scope of Work.

2. Service Levels

Response Time: The Service Provider shall respond to support requests within [X hours] during business hours.
Resolution Time: Issues will be resolved within [X hours/days], depending on severity.
Availability: Support shall be available [Days/Hours of Operation].

Response Time: The Service Provider shall respond to support requests within [X hours] during business hours.

Resolution Time: Issues will be resolved within [X hours/days], depending on severity.

Availability: Support shall be available [Days/Hours of Operation].

Failure to meet service levels may result in service credits as outlined in Exhibit B – Service Level Agreement (SLA).

3. Client Responsibilities

The Client shall:

Provide timely access to systems and necessary credentials.
Maintain secure user practices and comply with recommended cybersecurity policies.
Notify the Service Provider promptly of any system issues.

Provide timely access to systems and necessary credentials.

Maintain secure user practices and comply with recommended cybersecurity policies.

Notify the Service Provider promptly of any system issues.

4. Fees and Payment

The Client agrees to pay a monthly fee of $[Amount] or per-service fees as detailed in Exhibit C – Payment Terms.
Invoices are due within [X days] of receipt.
Late payments may incur a penalty of [X]% per month.

The Client agrees to pay a monthly fee of $[Amount] or per-service fees as detailed in Exhibit C – Payment Terms.

Invoices are due within [X days] of receipt.

Late payments may incur a penalty of [X]% per month.

5. Confidentiality

Both Parties agree to keep all sensitive business information and data confidential and to use such information solely for purposes outlined in this Agreement.

6. Data Security and Compliance

The Service Provider shall implement appropriate security measures to protect Client data.
Both Parties agree to comply with applicable data protection laws, including GDPR or CCPA if applicable.
Any data breaches must be reported to the Client within [X hours] of discovery.

The Service Provider shall implement appropriate security measures to protect Client data.

Both Parties agree to comply with applicable data protection laws, including GDPR or CCPA if applicable.

Any data breaches must be reported to the Client within [X hours] of discovery.

7. Term and Termination

This Agreement shall commence on the Effective Date and continue for [X months/years] unless terminated earlier.
Either Party may terminate with [X days] written notice.
Upon termination, the Service Provider must return all Client data and property.

This Agreement shall commence on the Effective Date and continue for [X months/years] unless terminated earlier.

Either Party may terminate with [X days] written notice.

Upon termination, the Service Provider must return all Client data and property.

8. Liability and Indemnification

The Service Provider’s liability shall be limited to the total fees paid in the preceding [X months].
The Client agrees to indemnify the Service Provider against claims arising from misuse of systems or third-party actions outside the Provider’s control.

The Service Provider’s liability shall be limited to the total fees paid in the preceding [X months].

The Client agrees to indemnify the Service Provider against claims arising from misuse of systems or third-party actions outside the Provider’s control.

9. Dispute Resolution

Disputes shall first be resolved through negotiation.

If unresolved, disputes shall proceed to mediation or arbitration in [Location].

10. Governing Law

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

11. Entire Agreement

This document constitutes the full understanding between the Parties and supersedes all prior agreements or discussions related to IT support services.

Signatures

Client Signature: ____________________________ Date: _________

Printed Name & Title: _________________________________________

Service Provider Signature: ____________________________ Date: _________

Printed Name & Title: _________________________________________

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IT Support Services Agreement Template: SLAs and Service Fees

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IT Support Services Agreement Template — quick answers

Reviewed July 2026 Free download, PDF & DOCX

What is an IT Support Services Agreement?

An IT Support Services Agreement is a legal contract between a service provider and a client that details the IT support services provided, performance expectations, and response times. It establishes accountability for system maintenance, troubleshooting, and ongoing tech support.

Why is an IT Support Services Agreement important?

It protects both parties by preventing misunderstandings, outlining service levels, and providing remedies if services fail to meet agreed standards. This is crucial for businesses relying on uninterrupted IT infrastructure.

When should you use an IT Support Services Agreement?

Use this agreement when outsourcing IT support functions such as helpdesk services, system monitoring, cybersecurity, or cloud infrastructure management.

What should an IT Support Services Agreement include?

It should specify the scope of services, service levels (e.g., response and resolution times), client obligations, confidentiality requirements, fees, and termination rights.

Does it include cybersecurity obligations?

Yes. Most agreements include data security responsibilities, access control requirements, and incident response procedures to protect sensitive information.