Free IT Support Services Agreement Template: SLAs, Fees & Support Scope

Client:

Name: __________________________

Address: __________________________

Email: __________________________

Phone: __________________________

Service Provider:

Name: __________________________

Address: __________________________

Email: __________________________

Phone: __________________________

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.

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

2. Service Levels

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.

4. Fees and Payment

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.

7. Term and Termination

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

8. Liability and Indemnification

• 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.