Free document template
An IT support agreement outline with a defined service boundary
Support scope should explain what help the client is buying and how a request becomes authorized work. A device list, service window and escalation process are more useful than a promise to fix every technology problem. This downloadable outline prepares the engagement for counsel; Microtra does not generate IT support contracts.
This is a sample, not legal advice. Have a qualified attorney in your state review any contract before you use it.
Inside the downloadable sample
- Covered organization and equipment
- Request channels and service windows
- Access and client responsibilities
- Changes, backups and security boundaries
- Service fee and additional work
- Exit, data and final legal terms
The PDF and editable DOCX contain the sample clauses and blank agreement fields. Microtra does not generate contracts.
How to use the template.
- Inventory the systems actually covered and identify existing provider responsibilities before editing the outline.
- Define request handling, support windows and authorization without promising every fault will be resolved on a fixed schedule.
- Give the scope, proposed fee method and information-handling needs to a qualified attorney in your state.
- Use your separate signing and secure access process; keep the equipment schedule and approved changes up to date.
Useful answers.
How should a recurring support price be set?
Build it from the covered equipment, expected work, service window, specialist needs and overhead. Define excluded projects and additional-work approval; this sample does not prescribe a monthly fee.
Does general support automatically include backups?
No. State who operates, checks and authorizes recovery from backups, and define any service you actually provide. Avoid leaving that responsibility implied by the phrase IT support.
Can response and resolution mean the same thing?
They are different commitments. Acknowledging or assessing a request does not guarantee the underlying fault is resolved. Have counsel review any proposed service levels against what you can deliver.
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